Olive Young Publishes 2021 Customer Service Casebook

Olive Young, 2021 Customer Service Casebook.

[Asia Economy Reporter Yuri Kim] CJ Olive Young announced on the 31st that it will publish a customer service casebook titled 'Connecting Customers and Olive Young,' which compiles cases of differentiated services that have led to customer satisfaction.

Olive Young distributes a customer service casebook every year at the end of the year. The purpose is to share excellent service cases and exchange experiences and field episodes among employees working nationwide, thereby enhancing the qualitative growth of service. To make it easy to browse the casebook, it was produced in an electronic book (E-Book) format. It will be distributed to all employees through the in-house communication platform 'Olive Lounge.'

Since September, Olive Young held a service essay contest for employees working at stores nationwide for about a month and carefully selected 10 outstanding cases that moved customers. The selected essays were divided into two themes: ▲My own way of creating loyal customers ▲Memorable special customers, and included in the casebook.

In the category of My Own Way of Creating Loyal Customers, the grand prize was awarded to an employee who practiced customer service experiences in five different situations. The employee received high praise for providing differentiated services such as remembering customers’ purchasing patterns and actively using tablet PCs to offer reliable curation (recommendations). In addition, an employee who wrote product usage instructions on paper to assist customers struggling with cosmetics labels written in English was also recognized as an excellent case.

In the category of Memorable Special Customers, the grand prize went to an employee who personally removed their own makeup to help a customer test products. The casebook also includes stories of store employees who helped a customer with dementia find their way home and an employee who inferred a customer’s personal color to recommend the optimal product.

An Olive Young official stated, "We publish a casebook every year that compiles the best service cases of the year so that members across the country can learn from each other’s passion and services and create positive synergy. We will continue to strengthen customer-impressing services beyond customer satisfaction with the goal of providing uniform service at stores nationwide."

Meanwhile, Olive Young was selected as the No. 1 company in the Health & Beauty specialty store category for five consecutive years in the '2021 National Customer Satisfaction Index (NCSI)' hosted by the Korea Productivity Center on the 8th. This year, Olive Young introduced the 'Smart Return Service,' which allows customers to return products purchased on the online mall at their desired store, and the 'Today Dream Pickup Service,' which enables same-day pickup at the desired store for products purchased online.

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