Hectic real estate center doesn’t skimp on service
Print Edition
THE Real Estate Trading Center in Changning District is always busy. More than 100,000 walk through its doors each year, handing almost 40,000 cases to the center’s staff.
Yet despite the heavy work load, the center is renowned for its top-notch service and has managed to keep the quality up over many years. That the center has been lauded by the municipality and received an award for its outstanding performance for 16 consecutive years is just one case in point.
Efficient, professional and friendly customer service is key for the center, but offering a wide-range of services for Changning residents seeking to buy or sell real estate is just as vital.
The center recognizes that real estate is a sensitive matter, especially given the large amounts of money associated with real estate deals, often accumulating to a family’s entire wealth.
Thus, the staff is trained not only to process administrative paperwork and issue certificates, but to guide customers through the world of real estate and to protect their legal rights.
Especially elderly people find it difficult to navigate the real estate market and are more prone to fall prey to scams, but thanks to the staff’s professionalism, elderly citizens leave the center well-informed.
Centers like the Changning Real Estate Trading Center are among the government authorities that are directly in touch with the public on a day-to-day basis. That’s why the government believes that it plays a particularly important role in conveying a positive image of the Party to the public through a friendly staff attitude.
Friendliness alone, however, won’t be enough to qualify for a job at the center, which notes that it once hired a former flight attendant — a profession known for friendliness and attentiveness — but had to sack her as her performance didn’t meet standards regarding efficiency and professionalism.
To provide the best possible service, staff needs to be well versed in the property market, have a sound understanding of legal and the will to work in close cooperation with other departments.
Should regulations and laws ever be unclear, the IT department will help find the answer with a quick search in the database.
Besides information on laws and regulations, the database also features tips from staff aimed at helping all employees to provide high-quality service.
In an effort to expand service, the center compiles a monthly report on the Changning real estate market, featuring recent trading activities, real life stories on property deals and plenty of facts and figures.
In order to know how the public reviews the service, the center has established a Bulletin Board System to collect public opinion and interact with netizens. Until most recently, the system received more than 450 comments and more than 16,000 clicks.
The center says that its hard work is bearing fruits. Seventeen years since it first opened, it has issued 700,000 certificates, without registering a single customer complaint.
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