wuhan lianjia launched the "100-hundred-time compensation for telephone marketing disturbances" service commitment to protect consumers' privacy and security
2024-09-02
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wang songcai
in recent years, as a traditional marketing method, especially in the fields of finance, real estate, education, etc., some irregular operations have also led to the proliferation of harassing calls, which has affected consumers' life experience to a certain extent.
on august 28, wuhan lianjia held a quality upgrade press conference and launched the "telemarketing·100% compensation for harassment" service commitment, which stipulates that all brokers under wuhan lianjia cannot make telephone marketing to customers who have set "do not disturb" without the customer's permission. once the customer complaint is verified, wuhan lianjia will pay the customer 100 yuan. in addition to the first launch of the "telemarketing·100% compensation for harassment" service commitment, wuhan lianjia also upgraded the coverage and duration of the "house leakage·warranty compensation" service commitment at the meeting, and the existing nine peace of mind service commitments will also be upgraded to ten peace of mind service commitments.
nuisance calls are frequent, and many departments have issued initiatives
"thank you, but i don't need it." "not considering it for now." "don't call me again!" this is the true portrayal of most consumers when they receive one sales call after another. on july 31, the ministry of industry and information technology issued a notice on the quality of telecommunications services in the second quarter of 2024, revealing that it has provided anti-harassment services 65.3 billion times to 710 million users.
previously, many relevant departments have issued statements on many occasions, emphasizing the importance of protecting personal privacy, and have introduced a series of relevant policies and measures to effectively govern and increase the protection of personal privacy.
in august 2024, the hubei real estate industry association and the wuhan internet industry federation successively issued relevant proposals. both proposals clearly pointed out that commercial information should not be sent to users or commercial calls should not be made without the user's consent, and called on more companies to join the ranks of protecting personal information and regulating marketing behaviors. this series of measures once again demonstrates the deep concern and high attention of all sectors of society for the protection of personal information and the regulation of commercial marketing behaviors.
respond to policy calls and protect consumer privacy and security
this time, wuhan lianjia actively responded to policy requirements and related initiatives and launched the "telemarketing, one hundred years of compensation" commitment: if wuhan lianjia's employed brokers conduct telemarketing to users who have set up the "do not disturb" function on the beike app/lianjia app without the consumer's consent, consumers can complain through lianjia's official customer service phone number 10109666. after verification, each customer will receive a compensation of 100 yuan for each incoming call number.
zhou ying, general manager of wuhan lianjia, said that the launch of this service commitment is an important decision made based on a deep understanding of customer needs. it hopes to guide brokers to change their traditional working methods and focus on improving service quality, their own professional skills and service level, so as to win the trust and respect of customers and gain professional dignity. "in the past, we made so many calls, but was it effective? do consumers like frequent communication? is the content of the communication what consumers need? combining these three points, we began to make breakthroughs and innovations in the do not disturb service."
at the event, wu shuang, deputy director of the real estate transaction management office of the wuhan housing and urban renewal bureau, emphasized that "as an important participant in the real estate market, real estate brokerage agencies should consciously abide by laws and regulations, strengthen self-discipline, and jointly resist all kinds of illegal and irregular marketing methods and behaviors to avoid unfair competition. i hope wuhan lianjia can implement its service commitments. the competent industry departments will work with the home buyers to supervise the fulfillment of the commitments and form a good situation of joint governance."
at the meeting, xu chan, deputy secretary-general of the hubei real estate association, said, "with the changes in the current real estate market environment, homebuyers are more cautious and rational in their transaction decisions. this time, wuhan lianjia has upgraded its service commitments to ten items, which not only takes into account the financial and service issues that have long troubled users in real estate transactions, but also directly addresses the industry's much-criticized telephone marketing harassment problem. it has taken the initiative to regulate brokerage operations and has set a good example. next, we hope to see more real estate brokerage agencies and practitioners participate in this and jointly promote the continuous improvement of the industry's service quality."
"with the development of the times and the changes in consumer demand, lianjia's peace of mind service commitment has been continuously upgraded and iterated, but what remains unchanged is the 'dare to promise and truly pay' to solve consumer pain points." zhang chunlan, head of the service quality center at lianjia headquarters, introduced. for a long time, lianjia has strictly fulfilled its various service commitments and has also gained the trust and support of consumers.
at present, wuhan lianjia's peace of mind service commitment has fully covered the three major sectors of second-hand houses, rentals, and new houses, fully protecting the rights and interests of consumers from before to after signing the contract. as of the end of july 2024, wuhan lianjia has paid a total of 12,729 compensation advances and paid a total of 81.5206 million yuan in peace of mind security funds.
an ning, vice president of shell and general manager of central china, said that shell will fully support wuhan lianjia and provide more extensive publicity and promotion through platform resources to help more users understand this commitment and urge lianjia to strictly implement this commitment. in the future, shell will also actively guide more brokerage brands cooperating in wuhan to participate and jointly create a clearer and more harmonious industry ecology.
