The 5 Best V.O.Cs of Hyundai Glovis 2023,
as nominated by our customers and voted for by Glovis people!

‘The Voice of the Customer is Heard~’ Hyundai Glovis conducts an annual customer satisfaction survey to listen to customers and strive to improve service quality. In 2023, we named the top five V.O.Cs who listened to their customers the most.

As a customer-first organization, Hyundai Glovis conducts an annual customer satisfaction survey of its customers and suppliers. It’s called the Voice of Customer (V.O.C.). In particular, in 2023, we wanted to hear more from our customers, so we asked an additional question about “employees who want to express their gratitude” and collected nearly 200 praise VOCs. We’ve selected 10 VOCs that showcase the gratitude of our customers. The final five VOCs were then selected through the ‘Best VOCs in the eyes of Glovis people’ poll, making the results even more meaningful.

Here are the five best Glovis of 2023, as praised by our customers and voted by Glovis people.

Currently, the W&D2 team operates the overall logistics of transporting and installing furniture and home appliances from Livart, Ikea, and Ceragem. In the process of installing IKEA’s kitchen and bathroom furniture, the operations of our partner were limited due to a sharp decline in sales. Rather than having a superficial understanding of our partner’s difficulties, we tried to comprehensively understand the structure of sales, operating costs, unnecessary expenses, and the mathematical basis for these limitations. Based on this, we explained the operational conditions to our customers in a way that met their needs, and they were very understanding of the challenging situation. We are still in the process of resolving the issue, but I have learned the role I should play as a representative of Hyundai Glovis in ensuring a win-win situation for both our customers and partners in a diverse market.

I worked day and night to create materials to improve our profitability and enhance our P&L for a new power plant order won by our client (Hyundai Oil Bank) and convinced them “why we need to raise the unit price” during the persuasion meeting. When they acknowledged this as valid, I was happy to think, “I can contribute something to the company,” and it was rewarding to know that they listened to me.

I am currently in charge of managing suppliers and facilities at the Autobell Yangsan Center. I was asked by a supplier to check on a vehicle, but no matter how many times I looked in the auction centre, I couldn’t find the vehicle. I thought it might have been parked illegally outside the auction centre, so I checked the roadside and found it there. I later found out that the driver had arrived at dawn and had parked illegally on the roadside outside the centre because the doors were closed. I remember feeling a huge sense of relief at finding the vehicle.

I am responsible for the West Coast routes in North America. Over the Christmas holidays in 2023, we had to make a last-minute change to a two-lane system, and we couldn’t file the paperwork without help from our client, but my contact at the client was unavailable. I asked my old contact if he could help, and he was happy to do so, and we came through the crisis unscathed. I wonder if he also wrote the VOC? (laughs)

I work as an operational support and safety and health officer for the transportation of finished cars. In the past, we had a large stock of finished vehicles and were unable to operate with our own body shop space, but the customer was the first to contact us when they heard about my situation and were willing to lend us their body shop space. They said, “You’ve helped us a lot, so we’re going to help you once,” but I remember being deeply moved by their sincerity, which was different from their tone. I think it was an opportunity for me to decide, “I’m going to do my best.” (laughs)

The first thing that comes to mind is embarrassment. I’m grateful to the account managers for looking after me, because I was thinking ‘don’t listen to complaints’ rather than ‘do a good job’. Due to the nature of the business, being on site and representing the company inevitably brings a sense of obligation and responsibility that can sometimes be quite heavy. That’s why Praise VOC is a driving force for us to be stronger. I would like to wish all our employees at the various business sites the best of luck.

I’m so grateful that someone notices and appreciates my words, actions, etc. It motivates me and gives me a sense of mission to do better~^^

First of all, thank you so much for leaving such a complimentary VOC. Reading your VOC makes me feel like I have to work even harder. I’m really happy to hear such kind words, but also embarrassed that I did what I should have done.

While working through the Monday sickness that everyone in the office suffers from, I received an email with 5 VOCs. After reading the complimentary VOCs, I felt rewarded for my work and motivated to work harder in the future.

I’m honored to have been chosen for such a great event~! I know customers (companies) who are stingy with compliments, but I was surprised and a little embarrassed. I will try harder in the future by using this compliment VOC as motivation.

Firstly, I try to think things through and show how I can and will solve problems, rather than just saying yes or no. Secondly, I try to put myself in the other person’s shoes, whether it’s a customer or a supplier. The more I think about it, the more I understand what the other person wants. Thirdly, I try to maintain a good relationship with my suppliers. It is important to build mutual trust with our partners as they are the driving force behind our execution. Finally, if I’m still stuck, I try to figure out how to resolve it with the various stakeholders around me, and it seems there’s always a way.

I try to take responsibility for the work my clients ask me to do and treat it as ‘my job’, and I’m always looking for ‘methods’ and ‘better ways’ of doing things, even if I don’t immediately see a way.

I think it’s important to take responsibility for your work, and if I’m asked to do something, I’ll do everything I can to help, even if it’s a pain, and I’ll do my best to resolve it quickly.

I believe that what goes around comes around. I try to serve my customers as well as I can, so that if I ever need help, I know I’ll be able to get it.

I think it’s important to be proactive in identifying and addressing pain points and issues before the customer even asks for them, and I think the customer’s appreciation and satisfaction will be multiplied regardless of the outcome. That’s why I’m often out in the field meeting with customers rather than in the office.

At the end of 2023, having taken on a new client, I regret that I didn’t pay enough attention to maintaining the quality of the existing client’s operations. In 2024, I will try to work with a sustainable operations mindset, although growth is important, and I rarely express my gratitude for my busy work, so I will express my gratitude to my colleagues around me who are struggling together by sending gift icons.

With the pride of being selected as one of the top 5 VOCs, I will improve my CS and find better ways to be a leader in customer satisfaction.

We will continue to communicate with our partners and strive to provide the best CS worthy of the name ‘Hyundai Glovis’.

It’s been a year and a half since I joined the company as a career employee after working on carriers and other bulk carriers. I’m still not good enough, but I’m growing into an employee who can help both our customers and ourselves.

We would like to thank the relevant departments for this great opportunity, and we will continue to work hard for customer satisfaction without losing our focus!