The Customer Panel and Customer Complaint Units help the credit card firm to boost quality of its customer service with six customer centers with 1,500 well-trained staff around the country ever ready to give top services
President Lim Young-jin of Shinhan Card.
Shinhan Card emerged on top of the Korea Service Quality Index Credit Card Sector, conducted recently by the Korea Standard Association.
The credit card firm has 22 million customers in the country and its customer centers around the country are in top shape all the time with their 1,500 staff ever ready to provide top services at the centers.
The centers have the teams for the best customers, the senior customers, and the foreign customers among others, to provide closer services. The staff assigned to the Foreign Customer Team are well versed in English as the company took special care of its increasing number of foreign customers by assigning those who are well-versed in foreign languages to the team.
The centers have been showing all kinds of signs that they have been working hard to improve their customers services open 24 hours daily to give timely services to the customers who lost their credit cards. The company started sending the questionnaires to the customers who got consultations at the centers to find out how they felt about the consultations as part of its plan to continuously improve their customer services.
The company has also been running the customer panel system as well as the team exclusively in charge of customer complaints to find out what the customers want from them. Shinhan Card has also been busy to introduce the new technologies related to the 4th Industrial Revolution in its products and services, especially AI and Big Data.
The company set up the HC Customer Panel, which is designed to the communications with the customers as part of its strategy to reform its systems so that they would be able to protect the customers better. The panel members consist of those in the 20s to 50s in age to reflect the opinions of wider group of the customers.
The company plans to focus its operation on the multi-finance sectors this year including digitalization, new finance, and the installment finance, among others, to reform a wider sector of its operation. The reform will be eyed to the development of products and services for the customers while improving the office procedures and the systems.
President Lim Young-jin said he is so glad that the company captured the top position in the Korea Service Quality Index Credit Card Sector as it came while the company has been doing all it can to boost its customer services so they are warm and convenient, all the time. Shinhan Card has been implementing various activities to protect customer rights, including achieving complete sales where customers can make decisions on reasonable consumption and providing followup measures to after sales.
In order to realize ‘customer satisfaction’ through customer protection, we established a culture of customer protection focusing on financial education, prior control and prompt response afterwards. Based on this, we completed the customer protection system to strengthen execution and proactively manage the reputation.
As a result of these customer protection policies, the number of complaints received through the internet decreased by more than 30% over the previous year, while we received positive evaluations in a private evaluation organized by the Financial Supervisory Service.
Shinhan Card’s listened and analyzed the Voice of Customer (VOC) to identify the needs of our customers, which has become Shinhan Card’s culture.
The VOC collected through the Call Center can be listened to and searched according to type, division and product, which is systemized and events are held to develop diverse ideas by providing differentiated products and services and listening to VOC for all employees on a day designated as ‘Day of Customer Protection’ once a month.
A view of Shinhan Deep Dream Card. (Photos: Shinhan Card)