CS Shining Brightly During the Difficulties
2021 Customer Satisfaction Award
Hyundai Glovis conducted the “Customer Satisfaction Award” again this year, by customer satisfaction and VOC results.
This year, the awards were given to one group, one corporation, five teams, and eight leaders.
Let’s check out their story and find the meaning and value of customer satisfaction.
Seemingly ordinary but special, Trading Business Group
Q. Congratulations on being selected as the best group. Tell us how you feel.
First of all, we are really happy. The award is meaningful in that it is the result of the cooperation and hard work of all the members of our group, and not just the work of one or two of them. Due to the difficult situations since the pandemic, we had a tough time in 2020. The CS score wasn’t good. This year, we worked harder to make up for it. I think our work has paid off.
Q. COVID-19 has caused distances between everyone. What are the difficulties from it, and how did you deal with it?
We had to do things non-face-to-face, the things we would have done by meeting in person in the past. The air is heavier, and organic cooperation wasn’t easy. For overseas customers, it was hard to talk about business as soon as we called, adding to the difficulties of time differences. So we started with light ice-breaking talks such as COVID-19 situations in each country, and tried to develop the conversation naturally. We also sought various ways to narrow the distance, such as video conferencing. In fact, we still haven’t overcome COVID-19 yet. That is why we are still looking for a direction that we can all go for together.
Q. In what kind of relationship is the Trading Business Group interacting with the partners and customers?
In the Trading Business Group, the business team and the operation team do their best to complete a task. In this process, the partners play big roles. The Trading Business Group and the partners work together to focus on the customs, storage, inventory management, and transportation. For the customers, we always try to provide better conditions than our competitors, and also pay great attention to maintain a good relationship in the long term.
Q. Please reveal the secret to winning the CS awards for other teams.
I guess the answer is simple. “Think of what you lack for customer satisfaction, when establishing a strategy.” At an overseas business presentation, we tried to give them positive impressions by letting them know that we do not only do trading, but also logistics and shipping, by using promotional materials such as model ships. We also treat our partners the same way as we do with our customers. We need the mindset to deal with the customers with depth and sincerity, albeit simple and small.
GLOVIS TURKEY, doing their best everywhere
Q. Congratulations on being selected as the best corporation! Tell us how you feel.
We have been working on customer response and zero accidents for improving the logistics service, despite the difficult situations. I believe the award is the result of the efforts of all employees of GLOVIS TURKEY.
Q. There must have been restrictions for CS activities. How did you lead the communications with customers and partners?
Due to the nature of the logistics sites, there are restrictions in handling and supporting business by contacting the customer non-face-to-face. However, when it was necessary, such as customer’s requests and cooperation with partners, we responded and supported the business at the site, by thoroughly following the quarantine guidelines.
Q. I would like to know the know-hows of the GLOVIS TURKEY for CS in Turkey.
I think it is the effort to respect and understand the culture and people of Turkey, including the religious, political, and social issues. In addition, we believe that the internal service towards the employees in GLOVIS TURKEY is also important. We assigned the responsibilities and authorities in accordance with the regulations so that the employees can communicate smoothly with the customers. This seems to have worked in a positive way.
Tanker Team, approach with sincerity with thorough preparation
Q. Congratulations on being selected as the best team. Tell us how you feel.
We are so happy. Most of all, I like the satisfaction that the year has ended well. I think we got a good result by dealing with everyone, customers and partners, with a happy, bright, and pleasant mind.
Q. There must have been restrictions for CS activities. How did you lead the communications with customers and partners?
Everyone was in the same situation, so we just tried to get used to it and come up with a breakthrough. When writing an email, we tried to convey sincerity in every sentence. We also made more frequent calls when the other party didn’t seem to be busy.
Q. As you work on contracts in different positions, as the shipowner and the shipper, there must be times of mistakes or conflicts of interest in complicated situations. How do you deal with these problems?
The most important thing is to check several times to avoid mistakes. You also need to ask questions one by one to make sure and follow the procedures. To avoid conflicts of interest, we try to resolve issues based on the contracts. We also try to find ways to win-win by exchanging opinions
GLOVIS TURKEY, doing their best everywhere
Q. Congratulations on being selected as the best corporation! Tell us how you feel.
We have been working on customer response and zero accidents for improving the logistics service, despite the difficult situations. I believe the award is the result of the efforts of all employees of GLOVIS TURKEY.
Q. There must have been restrictions for CS activities. How did you lead the communications with customers and partners?
Due to the nature of the logistics sites, there are restrictions in handling and supporting business by contacting the customer non-face-to-face. However, when it was necessary, such as customer’s requests and cooperation with partners, we responded and supported the business at the site, by thoroughly following the quarantine guidelines.
Q. I would like to know the know-hows of the GLOVIS TURKEY for CS in Turkey.
I think it is the effort to respect and understand the culture and people of Turkey, including the religious, political, and social issues. In addition, we believe that the internal service towards the employees in GLOVIS TURKEY is also important. We assigned the responsibilities and authorities in accordance with the regulations so that the employees can communicate smoothly with the customers. This seems to have worked in a positive way.
Tanker Team, approach with sincerity with thorough preparation
Q. Congratulations on being selected as the best team. Tell us how you feel.
We are so happy. Most of all, I like the satisfaction that the year has ended well. I think we got a good result by dealing with everyone, customers and partners, with a happy, bright, and pleasant mind.
Q. There must have been restrictions for CS activities. How did you lead the communications with customers and partners?
Everyone was in the same situation, so we just tried to get used to it and come up with a breakthrough. When writing an email, we tried to convey sincerity in every sentence. We also made more frequent calls when the other party didn’t seem to be busy.
Q. As you work on contracts in different positions, as the shipowner and the shipper, there must be times of mistakes or conflicts of interest in complicated situations. How do you deal with these problems?
The most important thing is to check several times to avoid mistakes. You also need to ask questions one by one to make sure and follow the procedures. To avoid conflicts of interest, we try to resolve issues based on the contracts. We also try to find ways to win-win by exchanging opinions.
Efforts of excellent CS leaders
Manager Yi Yeong-chae of the Property Management Team, what did you pay special attention to while leading CS activities as a leader?
The objective of the campaign was always “everyone’s participation.” It was easy to encourage the team members because there weren’t many of them, and I was lucky to have them participate actively. I believe the reason I received this award is in a way the same goal, same will that we had.
Senior Manager Park Si-yeong of the Business Supporting Team, what changes did you expect from the team members through the CS campaigns?
What I thought the most important was for the team members to reflect on themselves through the CS campaigns. Even if they think they work hard, there is always something to reflect on. I hoped that this would give them an opportunity to improve themselves. I was also able to look back on myself through the same process.
Manager Kim Chan of Consulting 2 Team, out of all the CS campaigns, what was the most meaningful to you?
I think the “Thank you relay” held in December was the most meaningful. It was an opportunity to look back on the work at the end of the year, and deliver the words of thanks to internal customers of other teams with whom I had worked.
Manager Oh Ji-yun of Auto-Biz (Pre-Owned Car) Operation Team, what was the most beneficial CS campaign?
The “VOC listening” campaign held in April, where I was able to listen to the opinions of each customer, is memorable to me. It was an opportunity to identify the satisfaction and complaints in advance before we conducted the CS survey on member companies, conducting auction bidding in the first half of the year.
Senior Manager Jang Geon-guk of Automotive Parts Logistics Team 2, what was the driving force behind winning this award?
The goal for this year was to receive higher evaluation scores from internal and external customers. So I paid special attention to the CS campaigns that all team members could participate in. I believe that I was honored to receive the award by the voluntary participation of all team members, and the support from the regional center managers and team leaders.
Senior Manager Yi Sang-il of Steel Logistics Operation Team, what kind of feedback did you get from the team members who participated in the campaign activities?
The feedback on the “Memories with Customers” photo contest held in June; everyone had the same thought, “it was difficult back then, but it was still good,” while looking at the photos of the past. We were able to reflect on the efforts and passion we had, and it feels rewarding to think that the company grows through such processes.
Senior Manager Byeon Hyeon-ji of Auto-Biz (Pre-Owned Car) Team, what did you do to encourage participation in the campaigns?
I tried to disseminate the contents of the CS campaigns to the team members, while encouraging them to participate. When the notices were out, I shared it immediately through the Teams, and also talked about it individually through messenger or in person. I am truly grateful for their participation in the activities despite their busy schedule.
Manager Bae Yu-bin of Cargo Quality Management Team, what have you done to encourage participation in the campaigns, and how was the response?
I used a step-by-step strategy. I checked the team members’ situations, and tried to make the members who had time, participate in the activities first. I was worried that they may feel burdened with their busy schedule, but fortunately, everyone participated actively. I would like to thank them again.
Efforts of excellent CS leaders
Manager Yi Yeong-chae of the Property Management Team, what did you pay special attention to while leading CS activities as a leader?
The objective of the campaign was always “everyone’s participation.” It was easy to encourage the team members because there weren’t many of them, and I was lucky to have them participate actively. I believe the reason I received this award is in a way the same goal, same will that we had.
Senior Manager Park Si-yeong of the Business Supporting Team, what changes did you expect from the team members through the CS campaigns?
What I thought the most important was for the team members to reflect on themselves through the CS campaigns. Even if they think they work hard, there is always something to reflect on. I hoped that this would give them an opportunity to improve themselves. I was also able to look back on myself through the same process.
Manager Kim Chan of Value Chain Innovation Team, out of all the CS campaigns, what was the most meaningful to you?
I think the “Thank you relay” held in December was the most meaningful. It was an opportunity to look back on the work at the end of the year, and deliver the words of thanks to internal customers of other teams with whom I had worked.
Manager Oh Ji-yun of Auto-Biz (Pre-Owned Car) Operation Team, what was the most beneficial CS campaign?
The “VOC listening” campaign held in April, where I was able to listen to the opinions of each customer, is memorable to me. It was an opportunity to identify the satisfaction and complaints in advance before we conducted the CS survey on member companies, conducting auction bidding in the first half of the year.
Senior Manager Jang Geon-guk of Automotive Parts Logistics Team 2, what was the driving force behind winning this award?
The goal for this year was to receive higher evaluation scores from internal and external customers. So I paid special attention to the CS campaigns that all team members could participate in. I believe that I was honored to receive the award by the voluntary participation of all team members, and the support from the regional center managers and team leaders.
Senior Manager Yi Sang-il of Steel Logistics Operation Team, what kind of feedback did you get from the team members who participated in the campaign activities?
The feedback on the “Memories with Customers” photo contest held in June; everyone had the same thought, “it was difficult back then, but it was still good,” while looking at the photos of the past. We were able to reflect on the efforts and passion we had, and it feels rewarding to think that the company grows through such processes.
Senior Manager Byeon Hyeon-ji of Auto-Biz (Pre-Owned Car) Team, what did you do to encourage participation in the campaigns?
I tried to disseminate the contents of the CS campaigns to the team members, while encouraging them to participate. When the notices were out, I shared it immediately through the Teams, and also talked about it individually through messenger or in person. I am truly grateful for their participation in the activities despite their busy schedule.
Manager Bae Yu-bin of Cargo Quality Management Team, what have you done to encourage participation in the campaigns, and how was the response?
I used a step-by-step strategy. I checked the team members’ situations, and tried to make the members who had time, participate in the activities first. I was worried that they may feel burdened with their busy schedule, but fortunately, everyone participated actively. I would like to thank them again.
2022.01.01