Busan Port Authority Implements CS Capability Enhancement Program for Customer-Facing Departments

A CS competency enhancement program is currently underway for employees working in customer-facing departments such as the Port Operations Office, Port Industry Department, Gamcheon Project Office, New Port Branch, and Marketing Department of Busan Port Authority.

[Asia Economy Yeongnam Reporting Headquarters Reporter Hwang Du-yeol] Busan Port Authority (BPA) conducted a CS competency enhancement program on the 28th for employees working in customer-facing departments such as the Port Operations Office, Port Industry Department, Gamcheon Business Office, New Port Branch, and Marketing Department.

The program was also held in the first half of the year, aiming to prevent communication errors caused by increased non-face-to-face customer interactions due to social environmental changes such as COVID-19, thereby reducing unnecessary friction with customers.

During the program, an external expert lecturer was invited to give a lecture on the theme of 'Customer Journey Map,' providing time to identify dissatisfaction factors that customers may feel during the BPA service delivery process from the customer's perspective and to derive improvement points.

A healing program was also conducted to relieve stress and boost vitality for customer-facing employees exhausted from emotional labor.

Kim Hyo-seok, head of BPA's Port Operations Office, said, "We will strive to continuously operate the program to improve customer satisfaction and boost the morale of internal employees working at customer contact points."

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