Targeting "Apartment Kids" in Their 30s: Intensive Training on Digital Generation Communication Methods
Practical CS Training Conducted for Customer Managers Nationwide
Emphasis on Empathy, Personalization, and Sincerity: Introduction of Complaint Response Scenario Practice
Enhancing Response Efficiency with AI Consultation System "D-VOICE"
DL E&C has stepped up efforts to strengthen its professional customer service (CS) capabilities in line with the rapidly changing customer base. In particular, the company views the digitally savvy MZ generation as a core consumer group and is focusing on communication methods tailored to them through customized training to enhance customer satisfaction.
CS representatives from DL E&C's regional offices are receiving specialized CS training at the Donuimun D-Tower headquarters in Jongno-gu, Seoul. Provided by DL E&C.
On the 15th, DL E&C announced that it recently conducted practical CS training for customer service managers from regional offices nationwide at its headquarters in Donuimun D-Tower, Jongno-gu, Seoul. The training aims to develop response strategies that meet the needs of younger customers and to advance CS quality to increase customer satisfaction.
According to the Korea Real Estate Board, last year, people in their 30s accounted for 26.6% (130,973 households) of domestic apartment buyers, the highest proportion among all age groups. Known as the so-called "Apartment Kids," those in their 30s have firmly established themselves as actual demanders in the housing market and tend to be familiar with digital environments, valuing quick and sincere communication.
In response to these trend changes, DL E&C designed a practice-oriented training program that includes ▲ diagnosis of customer and responder behavior types ▲ analysis of characteristics by type ▲ drafting of complaint response scenarios. The focus was especially on developing practical response skills that go beyond simple manual delivery to empathize with customer situations and provide customized responses.
A company official stated, "This training was prepared to proactively respond to changing customer needs," adding, "We will enhance CS quality and maximize customer satisfaction through customized responses that consider the characteristics of the MZ generation."
Meanwhile, DL E&C introduced the industry's first artificial intelligence (AI)-based customer response system, 'D-VOICE,' last year. Based on ChatGPT technology, D-VOICE automatically summarizes and analyzes customer consultation content and categorizes it by keywords to improve response efficiency. DL E&C plans to continue building a differentiated customer response system by integrating AI technology with customer experience analysis.
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