KB Insurance Conducts Company-wide 'CS Training' to Establish a Customer-Centric Culture

On September 8, KB Insurance announced that it is operating a 'Customer-Centric CS (Customer Service) Training' program for all employees to establish a customer-focused culture and to embed customer-oriented thinking among its staff.

This customer-centric CS training is an in-person program designed to strengthen internal communication skills among employees and enhance empathy with external customers. The goal is to resolve the silo phenomenon-where departments prioritize their own interests and neglect communication and collaboration-and to spread and establish a customer-centric culture that customers can directly experience through smooth cooperation.

Jongpil Jeong, Head of Consumer Protection Division at KB Insurance, is conducting customer-centric CS training. KB Insurance

This training is not a one-time event; it will continue from this month until the end of the year, with all employees participating in regions including Seoul, Suwon, Daejeon, Gwangju, and Busan. The company also plans to expand the program to include employees of subsidiaries and partner companies in the future.

In March, KB Insurance held a 'Customer-Centric Management' pledge ceremony attended by about 100 executives and department heads working at the headquarters and in the Seoul metropolitan area, reaffirming its commitment to customer-centric management. Since May, the company has been conducting the 'Thank You' training program to internalize customer-centric thinking. Earlier this month, KB Insurance published the 'KB Insurance Customer Language Guide' to help customers use insurance services easily and clearly, further promoting a company-wide spread of customer-oriented thinking.

KB Insurance also holds quarterly 'Customer-Centric Practice Meetings' for executives and department heads of each channel, where they share cases of negative customer experiences and seek improvements. Through the development of the NPS (Net Promoter Score) system, the company is making efforts to listen more closely to customers' voices and expand positive customer experiences.

A KB Insurance representative said, "Through this customer-centric CS training, we aim to foster a company-wide culture of customer-oriented thinking, communication, and collaboration," adding, "KB Insurance will continue to ensure that a customer-centric mindset is embedded throughout all work processes."