Develop Competency and Make Everyone Satisfied By Being Considerate and Sincere

2020 Outstanding CS Team / Leader Award

The annual Outstanding CS Team/Leader Award was held to reflect on the direction of customer satisfaction development.
Due to COVID-19, the award ceremony was replaced by a video clip, which was shared with the employees on the end of December.
Below are the details of the award and messages from those who have closed the year in a meaningful way in the midst of the worldwide pandemic that brought so many changes to our lives.

Outstanding CS Team/Leader Award — Goal and Results
The Outstanding CS Team/Leader Award was created so that Hyundai Glovis employees can share customer satisfaction and VOC result, set the future direction of customer satisfaction development, and are recognized and rewarded for their activities so that they may keep up the good work.

Awards are given to a total of 10 teams/corporations and 5 individual leaders. In order to select the awardees for the team/corporation category, a survey was distributed to clients and partners, and the results from each group were combined with 50% weight each. As for the leadership category, the awardees were selected based on their participation in the CS campaign. As a result, the Auto-Biz (Pre-Owned Car) Operation Team won the first prize, and five individuals, including Manager Je Han-su from the Safety&Environment Team, were selected as winners for the leadership category.
Award Ceremony Shared Online
The award ceremony used to be a face-to-face event, but this year, it was a non-face-to-face event that could be viewed through a shared channel. While the participation at the actual event was restricted to the employees and executives at the headquarters in the past, this year’s event was shared with all the employees and executives at the headquarters, local business sites, and overseas corporations.

All of the awardees that won prizes wore masks; for the team award, only two people per team attended to receive the prize. The winners first introduced their teams and received the plaques. Each recipient made a short speech and celebrated with fellow employees. Presented below are the scenes from the ceremony.

Meet Auto-Biz (Pre-Owned Car) Operation Team, the Winner of the First Prize in the Team Category

Q. Congratulations on being selected as the best CS team. How do you feel?
This year, Auto-Biz (Pre-Owned Car) Operation Team opened a new auction system called the Autobell Smart Auction. With the spread of COVID-19, we have been through a lot of twists and turns. I think we were able to win this prize because the auction center staffs maintained a positive attitude when dealing with customers even during this difficult time. Because of the nature of the business, we are open 1~2 times a week, according to the auction schedule, and we put a lot of effort into building a sustainable relationship with each and every one who visits the auction center.
Q. What are some of the things that the Auto-Biz (Pre-Owned Car) Operation Team does to improve customer satisfaction?
We have been conducting regular surveys on general sales customers, in accordance with the business characteristics. On top of that, we are starting conducting additional surveys twice a month. We now have call center employees who are dedicated to responding to the customers, but before last October, members of our team handled the call center’s duties. By doing so, we were able to understand what needed to improve and through proactive communication and sharing within the team, we were able to improve customer satisfaction.

※Among the total of nine people in the Auto-Biz (Pre-Owned Car) Operation Team, three could not make it that day because they had other duties. Still, all hearts were there together and with each other.

Q. Can you describe customer satisfaction or customer priority of the Auto-Biz (Pre-Owned Car) Operation Team in just a few words?
I think “better.” Including the auction center, our team is always trying to think of ways to do better and more for the current and future customers. “Together” is another good word that describes our approach. The auction center is able to keep the business going because customers keep visiting us. We would like to continue growing together with our customers.
Q. Would you like to say something for your colleagues who work at the Bundang, Sihwa, and Yangsan auction sites?
All employees of the auction centers are doing their best at their respective positions to promptly respond to the various requests of the customers. I truly appreciate all your hard work. I hope that we can continue to work closely in 2021, and make more progress for the Auto-Biz (Pre-Owned Car) Operation Team!

Ask the Best CS Leaders

Q. To Manager Je Han-su of the Safety&Environment Team Team: What is the most memorable campaign for you?
We had some new people transferred from other places, but there hasn’t been an opportunity to introduce them due to COVID-19. Then they announced the “Introduce Our Team Event”. Our team came up with the idea to make each team member a character of the game, Three Kingdoms. I really enjoyed the process of making the introduction material and was also glad to receive a good response from the team members.

Q. To Manager Han Ji-sung of the Global Forwarding Operation Team 1: What do you care most about in relation to customer satisfaction?
I care most about creating a comfortable environment for internal and external customers. I do not believe that high customer satisfaction can be achieved if the customer thinks it is difficult to talk to me. Accordingly, I am making it a habit to talk in a friendly, welcoming tone and providing information on market conditions and logistics issues even when the customers are not inquiring.

Q. To Manager Na Tae-gyun of the Strategic Purchasing Team: Do you have anything to say to your team members?
I would like to express my deep gratitude to the team members who helped me a lot despite their busy schedule. It’s not easy to have time to talk to team members when you are buried in your own work, but I think this gave me an excuse to talk to them. I hope that the team members will be interested in applying for the CS leadership position for 2021 and creating more opportunities for communication.

Q. To Manager Hong Ji-hee of the Global Innovation Team 1: Would you like to share your comments on the award?
I enjoyed participating in many CS activities this year, and I am very happy to be selected as an excellent CS leader. I would like to express my endless thanks to the team members who actively participated in a work that could be annoying. I will keep the spirit of being a CS leader and continue to do my best to satisfy internal and external customers

Q. To Manager Bae Yu-bin of the Cargo Quality Management Team: In your opinion, what is important for customer satisfaction?
It was difficult to show my sincerity through non-face-to-face communication. To overcome this challenge, I focused on clear communication so I can accurately deliver information and implement exactly what the customers want. When I thought the matter required more attention from customers, I made sure to check multiple times over a period of time. I think this helped me build mutual trust and achieve customer satisfaction.