After going through the period of settling the system for customers, DOUZONE introduced the consultation system with the local solution support department in 2008 to unify the system. By integrating the local solution support department and the Seoul solution support department, DOUZONE has stabilized and optimized CS system.
To provide the best customer service, we always try hard to constantly evaluate and consider improvement measures. In addition, through a regular consultation, managers talk about the work of the Solution Support Center and check their performance index and CS process, and come up with improvement measures together.
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Sustainability
DOUZONE ICT GROUP has practiced our sustainable management strategy
by fulfilling our social responsibilities and obligations to develop into a sustainable organization.
Sustainability
- Digital Management
- Sharing Management
- Sustainability
- Ethical Management
- Qualification Exam
- Partnership Proposal
- Customer-Oriented management
- Innovation Capacity
- Environmental Management
- Human Resource Management
- Customer Satisfaction Management
Customer Satisfaction Management
DOUZONE ICT GROUP considers enhancing the future value for customers as its top priority.
Our activities
to improve customer satisfaction
CS System
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Reflect customers' opinions
To pursue the company-wide implementation of customer satisfaction management strategies, we regularly conduct education activities to improve customer satisfaction and customer satisfaction surveys.
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Acquired service certification
By establishing the concept of CS and stipulating the direction to be taken, we evaluate the current level of the service quality management through attempts to various service certifications.
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Customer Service training
In order to pursue the direction for customer satisfaction and value creation, we educate the new employees to have a mind set on how valuable customers and customer services are through training sessions provided by the solution support department and for it to reflect on their work.
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Automated customer management system
By introducing the in-house automated customer management system (web call system + NSM system), we utilize the system to improve the process and maximize customer satisfaction with the help of the customer information sharing system.
Use of various communication media
DOUZONE uses multiple channels to communicate with customers
to listens to customers' voices and achieve customer convenience.
We provide the information necessary for customers through the customer center on our website and pay attention to their voices about consultations, complaints, suggestions, compliments, etc. By classifying and analyzing the information of customers' voices, we deliver them to the relevant development teams to use them as a data for improvement in future services.
Through this, while reducing customer complaints, identifying any improvements and checking whether they are reflected on our prevention programs, we put them into practice and upgrade our products.
Through various customer invitation programs (excursions), seminars, workshops, and customer participation events, we conduct our activities to communicate with them on a regular basis.
We provide the information necessary for customers through the customer center on our website and pay attention to their voices about consultations, complaints, suggestions, compliments, etc. By classifying and analyzing the information of customers' voices, we deliver them to the relevant development teams to use them as a data for improvement in future services.
Through this, while reducing customer complaints, identifying any improvements and checking whether they are reflected on our prevention programs, we put them into practice and upgrade our products.
Through various customer invitation programs (excursions), seminars, workshops, and customer participation events, we conduct our activities to communicate with them on a regular basis.
VOC Process
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STEP 01
Collecting the voice of customers (VOC)
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STEP 02
Classification of VOC analysis and delivery of solutions
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STEP 03
Reflecting of derived improvement points