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Press Release
“Perfect handling of customer complaints”
On March 26 SK Telecom announced the introduction of a Customer Complaints Management System (CCMS) with a view to quickly and efficiently responding to customer complaints and increasing service quality for its approximately 20 million subscribers. This is the first such system in the Korean telecom industry.
A response to the series of consumer protection programs recently initiated by the Korean Fair Trade Commission, SK’s CCMS is designed to preempt customer complaints, and resolve any problems in a rapid manner when complaints are filed.
A total of 4,000 SK Telecom employees - 3,500 employees in 12 regional Customer Centers and 500 employees in 37 local branches nationwide – serve as the company’s front line in ensuring customer satisfaction. Any issue which cannot be resolved in these centers will be transferred to SK Telecom’s Customer Protection Center for rapid action by 150 top-notch staff dedicated to customer satisfaction. SK Telecom conducts surveys of customer satisfaction two or three times per year, with the aim of measuring overall customer satisfaction and assigning specific satisfaction grades to each call quality item.
Shin Bae Kim, president of SK Telecom, emphasized the need to minimize customer complaints and maximize overall customer satisfaction in a speech delivered at the “CCMS Implementation” launching ceremony. He said, “To grow as a global leader, it is essential to increase customer satisfaction by instilling a customer-centered corporate culture, in addition to securing the competitive edge of our products and services,” adding that, “the introduction of CCMS is a key element to achieving sustainable growth.”
Through the introduction of the CCMS, SK Telecom expects to earn the confidence of consumers and the market, establishing a solid foundation for building a positive corporate image and creating higher customer value.
Following the lead of countries such as the US and Japan, the Korean Fair Trade Commission’s Consumer Loss Management Committee directed the creation of customer complaint management systems at major Korean companies, beginning with Samsung Card, Nam Yang Diary Products, GS Caltex and LG Electronics in September of 2006.
On March 26 SK Telecom announced the introduction of a Customer Complaints Management System (CCMS) with a view to quickly and efficiently responding to customer complaints and increasing service quality for its approximately 20 million subscribers. This is the first such system in the Korean telecom industry.
A response to the series of consumer protection programs recently initiated by the Korean Fair Trade Commission, SK’s CCMS is designed to preempt customer complaints, and resolve any problems in a rapid manner when complaints are filed.
A total of 4,000 SK Telecom employees - 3,500 employees in 12 regional Customer Centers and 500 employees in 37 local branches nationwide – serve as the company’s front line in ensuring customer satisfaction. Any issue which cannot be resolved in these centers will be transferred to SK Telecom’s Customer Protection Center for rapid action by 150 top-notch staff dedicated to customer satisfaction. SK Telecom conducts surveys of customer satisfaction two or three times per year, with the aim of measuring overall customer satisfaction and assigning specific satisfaction grades to each call quality item.
Shin Bae Kim, president of SK Telecom, emphasized the need to minimize customer complaints and maximize overall customer satisfaction in a speech delivered at the “CCMS Implementation” launching ceremony. He said, “To grow as a global leader, it is essential to increase customer satisfaction by instilling a customer-centered corporate culture, in addition to securing the competitive edge of our products and services,” adding that, “the introduction of CCMS is a key element to achieving sustainable growth.”
Through the introduction of the CCMS, SK Telecom expects to earn the confidence of consumers and the market, establishing a solid foundation for building a positive corporate image and creating higher customer value.
Following the lead of countries such as the US and Japan, the Korean Fair Trade Commission’s Consumer Loss Management Committee directed the creation of customer complaint management systems at major Korean companies, beginning with Samsung Card, Nam Yang Diary Products, GS Caltex and LG Electronics in September of 2006.