Developing Evaluation System on the Organization and Operation of Consumer Affairs Department

기업 고객상담부서 업무조직과 운영에 대한 평가시스템 개발

The purpose of this study was to develop a evaluation system of customer service department operation in business. Four sources including related literature, managers of 4 outstanding customer service departments, SOCAP, and 7 OCAP administrative members provided useful information in various ways. The finally suggested evaluation system is consisted of three parts; work to do, resources needed, and operation standards. It is the type of checklist, which business can utilize it to examine whether they are doing well or not in terms of customer service department operation.