Going for Care

GFC Program

Outline
  • 01.SAFETY We regard customer safety as our first priority.
  • 02.COMFORTABLE We serve customers comfortably.
  • 03.FAST & CORRECT We drive customers destination quickly and accurately.
  • 04.RESPECT We respect customer opinions.
Finding touch points and MOT

Event All kinds of experiencing situations of customers who take a subway train The events such as recharging cards. using restrooms and others are becoming customer experiences Touch Points The contact points where customers actually meets SL9 systems and employees The points such as automatic ticket vending machines, gates, directional signs, employees are the touch points Moments Of Truth(MOT) The moments among touch points decisively affects the customer satisfaction We must find and solve the conflicts within the MOT for problem-solving

Event All kinds of experiencing situations of customers who take a subway train The events such as recharging cards. using restrooms and others are becoming customer experiences Touch Points The contact points where customers actually meets SL9 systems and employees The points such as automatic ticket vending machines, gates, directional signs, employees are the touch points Moments Of Truth(MOT) The moments among touch points decisively affects the customer satisfaction We must find and solve the conflicts within the MOT for problem-solving

Step 1. Checking customer path Step 2. Finding Touch Pints and MOT

Understanding customer experiences

Step 3. Finding customer experience improvement plans Step 4. Knowing envieronmental reception know-how 3 environmental customer reception guidelines GREEN(TAKE CARE) YELLOW(TAKE COTACT) RED(TAKE INITIALIVE) Expected effects Standardized customer reception / Customer-oriented culture construction / Complaints and dissatisfaction decreases

GFC Program

Executives(All) Making drafts, Making management policy Employees(All) Understanding customer path, Managing customer experiences Managers(Team Leaders) Finding communication means with the staff, Understanding the manager role

Executives(All) Making drafts, Making management policy Employees(All) Understanding customer path, Managing customer experiences Managers(Team Leaders) Finding communication means with the staff, Understanding the manager role