Home Station x DNA: Shining with DNA Stars

When the spirit of "Customer Obsession" radiates across all roles

DNA Stars may come from various divisions and positions, but they share a common trait: embodying the 8 Leadership Qualities at Home. They not only spread positive energy but also inspire others through their meaningful stories. Let’s meet two of our DNA Stars from H2.2024 and explore their journey of bringing the Customer Obsession spirit to every customer of Home Credit.

❓ Can you introduce yourself briefly? (Name, position, department, years at Home Credit)

🗨️ Hanh Pham: My name is Hanh Pham, and I am currently working as a District Sales Manager in Bien Hoa, Dong Nai. I joined Home Credit 10 years ago after a friend introduced me to the company. Before Home Credit, I worked in various industries such as real estate, fashion, and education. During the interview at Home Credit, I found myself really enjoying the job and was hired as an assistant to the Regional Sales Manager. After four years, I transitioned to the DSM position, where I get to do what I’m passionate about: communicating and connecting with many customers. The thing I love most about Home is the recognition of every employee's efforts and achievements. If you work hard and do well, you will certainly be rewarded. Moreover, the promotion opportunities at Home are open and transparent, which makes me proud to be part of this company.

🗨️ Toan Huynh: My name is Toan Huynh, and I am currently a Senior Field Payment Advisory TL in the Risk and Payment Advice division in Ca Mau province. With 10 years of experience at Home Credit, I feel incredibly proud to be part of the Home family. What keeps me with Home Credit is the dynamic, creative, and transparent work environment that offers numerous opportunities for learning and self-development. Additionally, the company’s benefits meet employee expectations, and the fair career path is what made me decide to stay here.

❓ Home Credit DNA includes “Customer Obsession,” reflecting the company’s commitment to placing customers at the center of all activities while serving over 16 million customers nationwide. What do you think about the importance of Home Credit DNA, especially the “Customer Obsession” quality?

🗨️ Hanh Pham: Home Credit is known as a consumer finance company that always puts customers first. The “Customer Obsession” quality is one of the key elements the company and employees strive for. It’s not just a standard to measure work effectiveness but also a guiding principle for all our activities. By applying this quality, I can better understand and meet customers’ needs, making Home Credit truly stand out and differentiate itself from other financial companies in the market.

🗨️ Toan Huynh: The “Customer Obsession” quality not only affirms Home Credit’s position with over 16 million customers nationwide but also helps us understand customer needs, desires, and preferences more deeply. This principle serves as a compass that enables Home to create experiences that exceed customer expectations, contributing to sustainable growth and strengthening the bond between us and our customers.

❓ In your role, how do you approach customers with the spirit of “Customer Obsession”?

🗨️ Toan Huynh: I always strive to show respect and sincerity when interacting with customers. I listen to understand their expectations and then suggest the most suitable and feasible solutions. I also commit to keeping my promises and ensuring customers receive accurate and complete information.

❓ How do you recognize customer needs and desires?

🗨️ Hanh Pham: I frequently talk and interact with customers, not just as an employee but as a friend, to close the gap between us. This way, customers can trust and open up to me more, allowing me to better grasp their needs and desires. Additionally, I proactively reach out to some customers to inquire about their satisfaction and areas for improvement. From there, I can identify good practices to continue and collaborate with my team to develop solutions to better support future customers.

❓ Can you share a real-life situation where you helped a customer solve a problem and exceeded their expectations?

 🗨️ Toan Huynh: During a customer visit, the customer’s family expressed doubts and requested proof of document authenticity before making payments. Recognizing the high risk involved, I proposed an agreement: inviting the family to the Commune People’s Committee to verify and witness the payment to ensure the documents were legitimate under legal oversight. This approach reassured the family, and they agreed happily, leading to a smooth and successful outcome.

❓ Have you ever received customer feedback that made you feel proud?

🗨️ Hanh Pham: Over nine years in this role, I’ve had many memorable moments, but the most special one involved a former high school friend. Although we hadn’t been in touch for years, he messaged me on Facebook to request a 100-million VND loan to cover surgery costs for their daughter. He reached out because of my posts about work and team moments at Home. I provided detailed advice on interest rates, payment methods, and connected him with the nearest consultant to complete the procedure. The loan was approved promptly, enabling the surgery to be paid for in time. Two months later, my friend treated me to coffee and expressed heartfelt gratitude. He shared how the approved loan and simple procedure helped save his daughter’s life. This small yet impactful story reminds me that my job isn’t just a livelihood—it brings real value to customers. I hope this story inspires my colleagues to spread the spirit of “Customer Obsession” meaningfully.

 ❓What keeps you motivated to uphold the “Customer Obsession” spirit when dealing with pressure and challenging customers?

🗨️ Hanh Pham: I believe every industry has its share of challenging customers and stressful situations. However, I think resolving a customer’s concerns and satisfying difficult customers can turn them into highly loyal clients. I always put myself in the customer’s position to identify their doubts and provide the best and most suitable solutions.

 🗨️ Toan Huynh: In my role, I often meet customers with diverse personalities, perceptions, and circumstances. Despite this, I always remain calm and focused on the goals when visiting customers to ensure effective solutions. Customers are crucial—not only to my success but also to the company’s growth. Successfully persuading a difficult customer brings me pride and joy. It motivates me to keep improving and teaches me new skills for handling unexpected situations. For me, making customers understand and be satisfied with our services is a vital mission that I strive to accomplish to the best of my ability.

❓ As a leader, how do you inspire colleagues to always put customers at the center of their work?

🗨️ Hanh Pham: To build a culture of customer centricity, I first need to adopt this mindset myself and set an example for my team. I praise and reward employees who embody the “Customer Obsession” spirit and encourage others to apply this mindset actively in their work. When employees feel recognized, it motivates them to believe that putting customers first is not just an individual responsibility but a shared culture we all work towards at Home Credit, contributing to achieving our common goals.

🗨️ Toan Huynh: As a leader, I strive to be a role model for my team, providing support and daily motivation. Through direct meetings and operational group discussions, I convey positive messages to everyone. I show concern for my colleagues by sharing, encouraging, and recognizing their achievements appropriately. At the same time, I avoid criticism when results fall short and express gratitude for the team’s efforts. This approach helps me build equal relationships and eliminate barriers within the team.

Thank you, Ms. Hanh and Mr. Toan, for joining this episode of Home Station and sharing your inspiring stories about your journey, especially your dedication to Customer Obsession at Home Credit. Wishing you continued energy and success as you inspire more colleagues along the way! ⭐💛