‘Customer Satisfaction Improvement Clinic Zoom-in’ Second story
Auto Biz (Pre-Owned Car) Team & Asia Pacific Forwarding Operation Team

We held a preliminary meeting with key practitioners and CS builders to accurately identify issues specific to the Auto Biz (Pre-Owned Car) team. Since the Auto Biz Center is the first line of customer service, we decided that it was a priority to diagnose from the customer’s perspective and derive improvements. We sought to narrow the gap between the phenomena revealed by the third-party observation evaluation and the CS self-diagnosis of internal employees. As the number of customers visiting the auction house has increased in the post-Corona era, on-site concerns about flexible customer response methods have become so prominent that we set them as a design point. We also gave rewards to Yangsan Center, including Manager Kim Eun-seon, who showed the best customer service during the on-site monitoring! Manager Kim Eun-seon this year Even though we have been with Yangsan Center from the beginning, we have built a strong relationship by giving friendly greetings to customers. We were able to confirm that we were positively influenced by the customer-friendly atmosphere that is unique to Autobell Yangsan Center.

We have been continuously thinking about improving the quality of customer satisfaction internally and, more recently, externally. Considering the need to improve customer service due to long-term variables, we decided that diagnosing employees’ CS awareness was a priority. To analyze the detailed CS awareness of a multi-person organization, in-depth interviews were conducted for each employee. In addition, as the logistics crisis stabilized, ship prices were reduced and there was a continuous demand to improve the quality of forwarding services. As customer expectations have improved, I have turned to learner participation activities that allow me to find a link between my work and customer satisfaction activities. Therefore, we compare in-depth interviews, self-diagnosis results and external customer satisfaction and analyze the differences to find solutions. It was published.

Since this is a workplace with the most direct interaction with customers, we proposed a RESPECT voice solution that improves the level of response service and respects ‘customers’ and ‘me’. At the same time, we studied the strengths and weaknesses of each center and created a time to share work experience and knowledge among team members.

Lego Serious Play is an activity that allows you to think of three-dimensional ideas, touch them with your own hands, and implement them. You can set up a specific plan to improve customer satisfaction for the requesting team and reflect it in actual work. Through Lego assembly, team members’ thoughts on customer satisfaction can also be shared in the form of storytelling. In particular, due to the nature of Lego work, joint strategies and collaboration are needed to create a model to ensure customer satisfaction. I thought it would be a great help in increasing the competitiveness of our services.

All team members working at the auction house attended the Customer Satisfaction Improvement Clinic, and there was a particularly enthusiastic response to a special lecture on RESPECT speaking techniques that can be put into practice immediately in the field. Many attendees commented that the training was helpful in actually dealing with customers in the field because it included training on customer response situations that are common in auction houses. The lively training was impressive, and some expressed the hope that there will be more opportunities to participate in such useful training programs on a regular basis.

I think the biggest change is the way team members think about customer service itself. Before, there were many team members who simply thought that customer service was ‘difficult’ or ‘vague. ‘ However, I think this consultation was a meaningful time for everyone because we were able to learn how to find practical meaning and efficiency in our CS activities. We hope that the CS mindset of our team members will change more positively after participating in this Customer Satisfaction Improvement Clinic.

I would highly recommend this program to any employee who is concerned about CS. As the name of the program suggests, the Customer Satisfaction Improvement Clinic Zoom-in allows you to take a detailed and clear look at what your organization’s strengths and weaknesses are in terms of customer satisfaction. In addition, I believe it is the best program to clearly address your CS concerns because you can get solutions that fit your needs.

Due to the coronavirus, there have not been many activities that can be done in person with employees. It was great to have the opportunity to share our opinions on customer satisfaction that we normally couldn’t share through Zoom-in at the Customer Satisfaction Improvement Clinic.

I was so busy with my own tasks that I didn’t realize the importance of CS and missed some things. By attending the clinic, I was able to reflect on myself and my colleagues. It was a meaningful activity that crystallized the direction.

Among the company’s core values, ‘Customer First’ always comes first. I still keep the 5 core value magnets that I distributed a while ago. If you’re a global person, you’ve probably heard of the time management matrix (1. important and urgent, 2. important but not urgent, 3. not important but urgent, 4. neither important nor urgent). Customer CS tends to take a back seat. You will feel a sense of accomplishment quickly because you have to solve the immediate problems in front of you, but to really grow in a service organization and build long-term trust with customers, you need to focus on CS. I think consulting or training is essential. This is because the image of Hyundai Glovis can be solidified by the one person a customer contacts. We recommend expanded operations for upward standardization and general improvement!