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DL E&C Upskills CS Managers to Better Serve the Next Generation of Homebuyers
DATE 2025.04.15
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DL E&C Upskills CS Managers to Better Serve the Next Generation of Homebuyers
DL E&C’s CS managers from regional offices participate in specialized training at the company’s headquarters in D-Tower, Donuimun, Jongno-gu, Seoul.
- The MZ generation rises as a key consumer group; DL E&C strengthens capabilities for personalized service
- Proactively addressing customer needs with upgraded CS quality to boost satisfaction
In response to Korea’s evolving real estate demographics, DL E&C recently conducted a specialized customer service (CS) training program for CS managers from regional offices. The session, held at the company’s D-Tower headquarters in Donuimun, Jongno-gu, Seoul, aimed to enhance service capabilities in line with the expectations of a younger, more digitally fluent customer base.
According to data from Korea Real Estate Board, 30-somethings—dubbed the “apartment kids” generation—were the largest group of apartment buyers last year, accounting for 26.6% (130,973 buyers) of all 492,052 transactions nationwide. The rise of the so-called MZ generation as a key consumer demographic is reshaping the way housing companies engage with buyers.
This younger demographic values speed, empathy, and meaningful connection in communication, especially in digital spaces. In light of this, DL E&C’s training focused on practical skill-building to meet their expectations. Topics included behavioral assessments for both customers and service reps, scenario-based complaint handling exercises, and communication strategies tailored to specific customer types.
Rather than relying solely on scripted responses or standard information delivery, the training emphasized “customized interaction” and “genuine tone”—skills designed to foster deeper trust and more effective engagement.
“This training was designed as a proactive response to the evolving needs of our customers,” a DL E&C representative stated. “By delivering more personalized service experiences that reflect the preferences of the MZ generation, we aim to elevate the quality of our customer service and drive higher satisfaction.”
DL E&C has also demonstrated leadership in customer engagement technology. In 2023, the company became the first in Korea’s construction industry to adopt ChatGPT-powered AI in its customer response system. Known as D-VOICE, the platform uses artificial intelligence to summarize, analyze, and categorize key elements of customer interactions, enabling more efficient and insightful service.
