Hanwha Resort Wins KCSI 1st Place for 10 Consecutive Years... Commemorative Package on Sale

Hanwha Resort Seorak Sorano Panorama.

[Asia Economy Reporter Yuri Kim] Hanwha Resort, operated by Hanwha Hotels & Resorts, announced on the 20th that it ranked first in the condominium category in the 2021 Korea Customer Satisfaction Index (KCSI) organized by the Korea Management Association. This marks the 12th time and the 10th consecutive year since 2012.

Hanwha Hotels & Resorts emphasized, "Even before the spread of COVID-19, we improved service quality through online one-on-one video coaching education," adding, "We developed video content linked to service manuals and switched to an online education method that allows individual learning on customer response methods by job type, showcasing enhanced customer service."

They also explained that the Voice of Customer (VOC) system was improved by utilizing artificial intelligence (AI) to automatically interpret customer requests and immediately deliver them to the responsible personnel for prompt handling. The collected VOC is reviewed monthly at the 'CS Management Committee,' chaired by the CEO and attended remotely by executives and general managers of all business divisions, to identify improvement points and reflect them in policies.

Starting this year, they have been conducting the 'Business Division Level-up Consulting Project.' Through workshops where employees directly participate, they support solving improvement tasks derived from on-site monitoring and organizational diagnosis, thereby strengthening field-centered CS management.

A Hanwha Hotels & Resorts official stated, "The key to good communication with customers is not communication skills but empathy," and added, "The reason for high customer satisfaction is that we empathize with the needs during the customer's use of Hanwha Resort services and immediately correct and prevent recurring issues."

Meanwhile, to celebrate achieving first place in KCSI for 10 consecutive years, Hanwha Hotels & Resorts is selling the 'Together Again' package until the 31st. This package, offered at up to 40% discount on weekdays, includes all resorts except Breed Hotel Yangyang.