Kim Seul-ah, CEO of Market Kurly, Apologizes for Customer Center Disruption "Normalization Within This Week"

Promise of 'Trust' Amid Customer Complaints Over Delayed Support Center Responses
"Customer Service Will Be Normalized Within This Week"

[Asia Economy Reporter Lim Hye-seon] Kim Seul-ah, CEO of Market Kurly (photo), personally apologized on the 15th after customers continued to complain about the customer center being unreachable.

CEO Kim Seul-ah posted a message titled "This is Kim Seul-ah of Market Kurly" on the company’s homepage and official social network services (SNS).

She first said, "I sincerely apologize for the inconvenience caused by the delayed responses from the Customer Happiness Center." She continued, "Recently, as COVID-19 continues to spread, the number of inquiries has increased by 2 to 3 times compared to usual," adding, "With confirmed cases occurring at the call center in the metropolitan area, we have strengthened quarantine rules for Market Kurly Customer Happiness Center staff, implementing work-from-home and suspension of phone responses, which has significantly reduced work productivity compared to normal."

She then promised trust to customers. First, she emphasized, "We will normalize customer center responses within this week, reopen the phone channel on the 16th, and ensure that all inquiries are handled within 24 hours by the 18th." Additionally, she said, "We will respond to all inquiries received until last week by the end of this week," and "We will carefully listen to customers’ positions and handle all inquiries in the direction customers desire."

This content was produced with the assistance of AI translation services.