Samyook University has become the first university in Korea to develop and publish a 'Customer Service Manual' in the form of a standalone book.
The customers defined in this manual by Samyook University are the stakeholders involved in all processes where administrative services are provided. Narrowly, this includes internal customers, and broadly, it encompasses students' families, related organizations, other business partners, and the general public. Samyook University aims to actively utilize this manual to improve university administrative services and increase customer satisfaction.
The 136-page manual is composed of five chapters: ▲Understanding Customer Satisfaction ▲Service Communication ▲Customer Response Techniques ▲Stress Management Methods ▲Standard Response Language by Department.
In the chapter 'Understanding Customer Satisfaction,' the manual explains the definition of customers, the definition of customer satisfaction, and the importance of customer satisfaction services. Chapter 2, 'Service Communication,' guides the concept of service communication, pleasant facial expressions and greetings, and customer response service language.
The 'Customer Response Techniques' chapter covers practical response methods such as listening and empathy, telephone customer response, in-person customer response, online customer response, handling dissatisfied customers, and internal customer response. Chapter 4 describes self-diagnosis and management methods for stress among customer service representatives who may be exposed to emotional labor.
The final chapter provides very detailed guidance on the standard language used by 11 major customer service departments based on MOT (Moment of Truth), which refers to the approximately 15-second moment that influences a customer's perception of the service.
Based on the newly published Customer Service Manual, Samyook University recently conducted training for staff in major customer service departments and plans to continuously apply and expand its use through future refresher training. Samyook University stated, "We will become a trusted university by actively providing kind services based on professionalism and accuracy for the happiness and success of our students."
© The Asia Business Daily(www.asiae.co.kr). All rights reserved.
