|Obtain the ISO 10002 (customer satisfaction management system)||2019-09-10|
- Conducting customer satisfaction management by introducing the “real-time VOC system” and “responsibility program”
Woongjin Coway was recognized for industry-leading service quality by obtaining the customer management system (ISO 10002) certification from KMR (Korea Management Registrar Inc.) on September 10.
The ISO 1002 is an international certification given to companies or institutions who treat customer requirements systematically and reliably in accordance with the customer satisfaction management system standards launched by the ISO (International Standards Organization). The ISO strictly examines whether a company thoroughly handles and monitors VOCs and has ability to successfully solve them or not when receiving VOCs.
The obtainment proves that Woongjin Coway provides customers with industry-leading services by operating a systematic customer satisfaction management system.
Woongjin Coway has been operating the “real-time VOC system” since May 2019 with the aim of quantitative and statistical control of customer needs. This system converts all voice information submitted to the customer center into letters, helping real-time analysis of and rapid response to customer requirements.
Moreover, the “responsibility program” was introduced to rapidly address VOCs in May 2017. It authorizes field managers to promptly respond to customer complaints.
Other programs for customer satisfaction include operating the Kakao Consultation Talk for better customer convenience, quantifying major customer complaints, and regular customer satisfaction survey.
Yoon, Kyu-sun, the head of CS HQ, said, “At Woongjin Coway, long-term trust with customers is top priority in our management activities. We will continue to pay attention to what kind of services customers want.”
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