SUSTAINABILITY A CARRIER OF THE PEOPLE'S BETTER LIFE 39 40
REPORT
Offering Sincere Customer Services
Street lamp was fixed in just one hour The walls of my home were drilled open to run Some entertainment facilities are
Guidelines on Service Supervision and Management
Always putting customers first, we have formulated and implemented the and provide
after I called to report its failure. I wires during interior decoration. After the interior installed recently, including chess tables,
customers with full-cycle considerate services to create a better life for them.
appreciate those staff on duty at night. decoration was finished, I asked the maintenance table tennis tables, children’s slides and
With such a good management team, engineer Liu to repaint the wall surface. This was seesaws, for the convenience of us
Considerate services we feel satisfied and at ease. not part of his job, but Mr. Liu did not hesitate and residents, especially children. This is
readily helped me out with his toolbox. good.
Driven by the customer-first principle, we improve service quality and provide customers with assuring, convenient, considerate services
——A home owner of Yiyun —— A home owner of Magnificent, ——A home owner of Rosy
wholeheartedly.
Jiangwan, Chongqing Dongguan Mansion, Foshan
CM Club
CM Club, an important brand of our customer services, is dedicated to building sound
The Home Culture Festival
customer services and interactions. It is an umbrella brand with two community event 2,165 1,359,497
brands and three serial sub-brands and provides customers with a variety of services branded events people attracted
covering every stage of life. held in 2021 The Home Culture festival puts people and customers first, pays attention to service
details and customer feelings, and embodies the brand image of China Merchants
Property Operation Co., Ltd. in its endeavor to build loving communities. The festival 70,000
consists of three themes of neighborhood bonds, the shows of assuring, convenient 400
Case National Children’s Drawing Contest and considerate services, and better homes, respectively. Various celebrations, DIY projects involved home owners involved
activities, and lifestyle services are organized, making families closer and recording the
Since 2019, CM Club has held the National Children’s Drawing mutual trust and bonds we had with home owners to make the communities more
Over 60 special activities and services
Contest every year. As a non-profit activity that engages beautiful and shining with humanity.
children, the contest involves people in the communities,
encourages children to join community non-profit activities, and
helps children have a better understanding of arts, making itself
Full-process considerate services at the cruise homeport
into a brand of aesthetic education. In 2021, the 3rd session of
the Contest attracted the participation of 1,232 children and
85,594 votes. The Contest asked participants to paint a colorful As an important hub for maritime transportation in Shenzhen, Shekou Cruise Homeport always puts customers first and provides considerate
life and inspired them to protect the environment and build services. Based on the comprehensive analysis of consumer demand and the pain points of customer service, for special groups such as pregnant
beautiful communities together while bringing fun to people in the women, mothers with babies, people with physical, hearing or visual impairment, and the elderly, we have come up with full-process caring service
community. plans to meet their differentiated needs, including special waiting areas, see-off and pick-up services, and priority boarding and disembarkation.
Case Helping international students to go back to campuses
In October 2020, responding to the needs of the public, CMSK resumed the
Rainbow Program one-way waterway route from Shekou to Hong Kong International Airport,
RMB 46,663,200 the only open port on the mainland to the airport. Faced with frequent changes
The Rainbow Program is a regular community customer service program. It upgrades, free of in overseas COVID-19 policies and complex inspection requirements,
charge, public facilities and spaces in our neighborhoods to provide residents services necessary for invested in the customer care fund Shekou Cruise Homeport closely followed COVID-19 policies and changes
(Rainbow Program)
a convenient, comfortable, and healthy life. in passengers’ demand and adjusted trips and COVID-19 control
measures in a timely manner. In the summer vacation of 2021, the number
of Chinese students going abroad via the Hong Kong International Airport
Enhanced safety New landscape for New decorations for surged. Their safety concerned many families. To ensure safe and smooth
for better health a better environment a better community
operations of the chartered voyages, Shekou Cruise Homeport strictly
evaluated safety risks, developed emergency response mechanisms and
special operation plans, and developed the “two-ship operation” model. 36,472
Although the operating cost doubled, the fare remained unchanged. We 934 one-way trips to
took on the responsibility of informing the passengers on COVID-19 control Hong Kong International passengers served
policies and ferried them safely back to campuses. Airport in total
