With 11 years of experience under her belt, Senior Manager of Property Services, Judy Goh has been involved in handing over more than 10,000 Frasers Centrepoint homes to homebuyers. In our chat, Judy shares insight into what it takes to deliver exceptional customer service experience.Could you tell us more about what the “Care Team” does?
The job of the “Care Team” is to ensure the smooth delivery of homes to our homeowners.
We make sure our customers enjoy their home collection experience by doing our best to respond to their requests and concerns. This may involve rectifying latent defects found in the property after the Defect Liability Period, where faults, not discoverable during the initial period, are found later on.
For example, when residents notice cracks on the floor, we come in to replace the tiles. What is important for cases like this is that we remedy the situation with as little inconvenience caused to the homebuyer as possible. Most of our customers are pleased that we, both the Care team together with the Project team, work hard to address their issues.
I also believe that these are good opportunities for us to establish a more personal relationship with our homebuyers, where we understand their needs and concerns better, and show them that we care.
What is the key to delivering good customer service?
Being able to build a good relationship with customers is key in our role. Things are not always rosy and we do have to deal with complaints or issues. This is why we try our best to maintain a healthy relationship with our customers by holding residents’ meetings, keeping customers constantly updated and ensuring that we attend to their grievances if they do raise any.
I believe it takes time to build relationships and when we try our best to solve their problems, their trust in us grows. We are proud to have built this confidence and loyalty over the years with our customers.
We can also learn a lot from placing ourselves in the shoes of our customers too. Seeing things from their perspective allows us to understand what they want. My advice for dealing with difficult situations is to focus on the issue and not the personality because focusing on the latter will distract you from solving the problem. On the other hand, it is also important to help customers understand the constraints of the situation better.
Customers eventually recognise our efforts and even thank us for being patient. I believe that as long as due diligence is done on our part, no task is too difficult to handle.
What does it take to be a Care Team professional?
Most of the time, working in property services is an uphill task. Apart from training sessions where we share our experiences from each project, the best experience is gained from being on the ground and in the mix of things. This ranges from managing relations with customers to resolving a variety of on-site issues and more!
With the addition of new and exciting projects like Watertown and RiverTrees Residences, we surely are busy! In order to juggle multiple projects efficiently, our team has to be highly interdependent. Constant, open communication is vital between us, even when everyone is working on different projects simultaneously.
This job also requires a lot of patience and dedication, and most people would crack under pressure. I am very proud to say that my team has not only overcome a multitude of setbacks but have also stuck by me through all these years. They have definitely proven to be a resilient and determined lot!
It is also about having strong support from your team. We’ve always been backed by our higher management, and at the same time, working closely with the Projects team has helped us address customer issues effectively. Ultimately, our strong culture of sharing our knowledge and learning from each other’s experiences, especially in dealing with challenging customers, has helped us consistently deliver great “CARE Service Standards” across all our projects!
The trust our brand has established with our customers over the years has really been the result of a concerted effort and commitment by our entire Development & Projects team.
How has the team evolved over the years?
Over the years, we have grown into a more customer-centric organisation by engaging our customers openly, listening to their feedback and improving our product and service standards accordingly.
For example, we conduct regular surveys to measure how our customers feel about the quality of our homes, common facilities, workmanship and customer service recovery during various phases of our projects. We then follow-up on the feedback with our project team, and address the issues together.
In fact, when we speak with our customers during home collection to find out why they have bought homes by Frasers Centrepoint Singapore, we find out that many of them are repeat customers!
For example, we found that some of our customers who bought units at QBAY Residences were also previous homebuyers of Eight Courtyards. Can you imagine, after all these years, they still look to us for a new home? Their reason was not just because they were happy with the developments, but also because they trust us as an established developer in the market.
Looking back on your journey, how have you evolved with your role?
It has been an interesting journey for me so far! This is because I have been lucky enough to be involved in both sales and home collection, which gave me the opportunity to have an in depth look into the entire process of delivering quality, sustainable homes to our customers.