Customers First, GLOVIS
Every company that works with customers is making various efforts to achieve the goal of customer satisfaction.
Hyundai Glovis is also innovating processes, people, and systems in a people-oriented manner for client satisfaction,
and providing better customer value through creative ideas and differentiated services.
Let’s discover the meaningful efforts that Hyundai Glovis has made so far,
and encourage their moves and cheer for their future activities.
Hyundai Glovis is also innovating processes, people, and systems in a people-oriented manner for client satisfaction,
and providing better customer value through creative ideas and differentiated services.
Let’s discover the meaningful efforts that Hyundai Glovis has made so far,
and encourage their moves and cheer for their future activities.
In order to play a leading role in the rapidly changing global business environment, the first thing to consider is the expansion and retention of customers through customer satisfaction. With the development in information media, customers can now easily compare and analyze services on their own, and their expectations are also increasing day by day. As a result, companies are trying harder to win the hearts of customers, so it is only natural that companies are paying more attention to customers’ needs.
In the case of Hyundai Glovis, due to the nature of our business, customers who have formed good relationships with our company will stay loyal for a long time. Since these are not passing relationships, true partnerships can be formed. Customer satisfaction can be achieved when you have been with a customer for a long time, knowing what the customer wants, and provide satisfaction at the highest level. Let's examine some of the efforts that Hyundai Glovis has made in this regard:
In the case of Hyundai Glovis, due to the nature of our business, customers who have formed good relationships with our company will stay loyal for a long time. Since these are not passing relationships, true partnerships can be formed. Customer satisfaction can be achieved when you have been with a customer for a long time, knowing what the customer wants, and provide satisfaction at the highest level. Let's examine some of the efforts that Hyundai Glovis has made in this regard:
Customer Satisfaction Survey
Basically, Hyundai Glovis conducts customer satisfaction surveys through regular questionnaires and in-depth interviews targeting external customers and partners twice per year. Using the CSI (Customer Satisfaction Index), it is possible to establish future goals for customer satisfaction and to draw improvement plans of service quality. Since 2019, it was designed to measure the level of satisfaction in each business process step, to accurately analyze what customers want for each business division, and seek improvements that fit the characteristics of the team. In addition, improvement requirements are identified in a timely manner through the mobile surveys conducted twice per month targeting the customers who sold vehicles using the Autobell service. The company also strives to build cooperative relationships between departments by conducting an internal customer satisfaction survey with employees once every other year.
Service Quality Training
We operate customized training to provide optimal education for CS competency of employees and partners. In particular, by establishing the GLOVIS CS Career Path, we work to foster talents for service quality through competency-oriented training required for each position.
[Six steps of GLOVIS CS Career Path]
VOC (VOICE OF CUSTOMER)
We receive and reply to opinions and inquiries of the customers through the “Customer Support” menu on the website and phone calls, 24 hours per day, 365 days per year. In addition, the ‘New Car Delivery and Quotation’ board increases convenience so the customer requests can be processed quickly.
[VOC Operating System]
CS Campaign
CS leaders are encouraged to participate in campaigns by team/corporate to internalize the mindset for customer satisfaction and to disseminate the customer-first culture. It has been held once a month since April of last year, and the interests and participation rate are gradually increasing.
2021.09.01