Hanwha Resort Wins KCSI No.1 in Condominium Category for 11 Consecutive Years

Han Soo-hee, CEO of Korea Management Association Consulting (left), and Jo Yong-chul, Head of Leisure Business Division at Hanwha Hotels & Resorts, are taking a commemorative photo. (Photo by Hanwha Hotels & Resorts)

[Asia Economy Reporter Jeon Jin-young] Hanwha Resort, operated by Hanwha Hotels & Resorts, announced on the 12th that it won first place in the condominium category at the 2022 KCSI (Korea Customer Satisfaction Index) hosted by the Korea Management Association. This marks the 11th consecutive year since 2012 and the 13th time overall to achieve first place.

Hanwha Resort stated that through the analysis of Voice of Customer (VOC) in the first half of this year, the number of praise VOCs increased approximately fourfold compared to the previous year. This is attributed to Hanwha Resort's various efforts to improve service quality and train professional service personnel, which enhanced customer satisfaction.

First, Hanwha Hotels & Resorts is conducting a ‘Basic Service Job Course’ for new employees. To strengthen response skills for various situations, employees submit role-playing pre-assignments and receive personalized feedback through one-on-one video coaching. In line with digital transformation trends, the accessibility of the service manual on mobile devices will be improved to increase practical usability.

Additionally, the mandatory ‘CS Competency Improvement Course’ for all employees has been continuously operated every year despite the COVID-19 pandemic. This year, VOC analysis focused on handling dissatisfied customers and on-site observations by in-house consultants were conducted. Furthermore, case studies were discovered and know-how was derived and disseminated through interviews with internal experts. This aims to help customer-facing employees understand customer demands and expectations and promptly resolve complaints.

Efforts have also continued to reduce the difficulties faced by employees in dealing with dissatisfied customers and black consumers. The ‘Contact Point Authority Regulation’ was revised to expand the compensation authority of customer-facing employees and simplify the processing procedures. As part of the contact point employee protection campaign, black consumer response training and emotional labor counseling programs are planned to be implemented until next year.

This year, internal service quality inspections are being conducted. Through undercover inspections, inconveniences from the customer's perspective are identified and areas for improvement are derived.

A CS representative from Hanwha Hotels & Resorts said, “We are focusing on strengthening the service capabilities of customer-facing employees by developing internal diagnostic programs and training courses,” and added, “The company’s attitude of improving areas for enhancement from the customer’s perspective and continuously communicating is the reason for high satisfaction and reuse rates.”

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