경남개발공사
본문시작
Service implementation standards
3 principles of customer service
- We will always greet customers with kind smiles and polite words.
- We will listen to customers’ voices and make efforts to provide fast the information which customers want.
- We will correct them fast and compensate appropriately in case that wrong services bring to inconveniences to customers.
Attitudes to address customers
Customers who pay a visit
- We will install “a customer support center” on the 1st floor of the Corporation for customers’ useful and comfortable relaxation and furnish it with a large screen TV, internet PC, rack of book, sofa, table, drink vending machine and promotional materials of the Corporation.
- We will assign 1 information staff at the customer support center for fast and kind guidance for visiting customers and provides precise information on and office within 1 minute.
- We will ensure customers to identify a staff in charge immediately by attaching a seating layout including pictures and work of staff at the entrance of offices.
- We will ensure any staff noticing the customer first to stop work and greet the customer kindly when a customer visits an office.
- We will ensure a staff in charge to greet with "Hello? What can I help you with?" with a king attitude and a respectful mind first, and to explain answers and provide counselling in detail and in an easy-to-understand manner.
- In case that a staff in charge is out of office, his/her colleague will handle the issue in place of the staff, where possible, and won’t let customers wait for more than 5 minutes.
- In case of the handicapped, the elderly and the pregnant etc. if they pay a visit after making a reservation by phone beforehand, an information staff will greet and handle issues within 10 minutes following promised time.
Customers who give a call
- We will answer to a call before it rings 3 or more times and greet by saying "Thank you. We are ○○○ of ○○ division", and articulate names and divisions.
- We will take a note and listen carefully to clearly understand customers’ opinions, and repeat important parts among customers’ words 1 or more to confirm them.
- We will explain answers and do counselling in detail and in an easy-to-understand manner and immediately respond after checking the status of implementation, and in case of not being able to answer, respond by telephone, SMS text service or email within 24 hours.
- In case that a staff in charge is out of office, we will take a note of a customer’s name, business, telephone number, receiving person and time etc. and deliver it and make sure that a staff in charge will give a call to the customer within 5 minutes after checking it out.
- In case of receiving an inquiry regarding other teams’ work, we will connect the call after saying clearly “I will put customer’s call through to ○○○ of ○○○ division. If the call is cut off, please call 000-0000 again.”
- We will conclude a call with appropriate words such as "Thank you. Have a good day. I am ○○○ of ○○○ division" when a customer is done with business, and put down a receiver after confirming the customer hung up the call.
Customers using the homepage
- We will run customer counselling and reservation, customers’ suggestion, information on defect inquiry, frequently asked questions, request of disclosing information, exclusive room for customer monitor, inquiry of people on waiting, inquiry of payment amount, irregularities reporting center, clean reporting center etc. in the customers’ voices, a customer service menu on the homepage, and collect various opinions of customers for 24 hours.
- We will update latest information for all services provided on the homepage fast and precisely, and ensure them easy-to-use for customers.
- We will process complaints and questions in the customers’ voices etc. on the homepage within 3 days and in case that review is necessary, process within 7 days, and inform the intermediate status of progress by telephone or email on the date a cause occurred. In addition, we will notify the status of receipt and progress by SMS text service at least 1 time.
- In case of temporarily suspending services due to repair of the homepage, we will ensure there are no inconveniences for use by notifying 3 days before.
When visiting customers
- In case of visiting a customer, we will notify the purpose and the expected time of visit at least 1 day before visiting, and in case that the customer requests to adjust the time of visit, determine the time considering the customer’s convenience as best as possible.
- Where visiting customer a customer, we will arrive before the appointed time after checking work-related documents, clothing and employee ID card.
- We will leave contact information (business card etc.) for the sake of customer conveniences such as contacting afterwards.
Handling complaints
- We will process all complaints from the position of customers who are petitioners as best as possible and won’t accept any money and valuables or treats in relation to work.
- We will process received complaints within 7 days and in case of inevitably exceeding the processing period, notify the reason of delay and expected day of processing on the day the reason occurred.
- We will take care of customers’ conveniences as best as possible in cooperation with related divisions for complaints to be processed at 1-time visit, and guarantee the confidentiality of information related to petitioners to prevent privacy of petitioners from being infringed.
- We will make and hard and difficult professional terms easy-to-understand by translating them simply where responding to complaints.
- In case there is an employee who unjustly avoids receiving customers’ complaints or delays process, if reported to us, we will investigate the fact without delay and notify the result within 3 days.
[Telephone 055-269-8301, head of customer support division]
Customer’s participation
- Customers can use information, make a suggestion and proposal and report inconveniences regarding use through telephone, visit and mail etc. and we will have the internet homepage and FAX stand by for 24 hours.
- We will confirm inconveniences received through “customers’ voice box” installed at all business places and take a measures within 3 days.
- We will carry out a survey on customer at least1 time a year, evaluate and analyze the level of customer satisfaction, and drastically correct and improve various inconveniences, complaints and unjust matters.
- We will run a customer monitoring system which presents problems and opinions for improvement regarding projects implemented by the Corporation and reply the result of processing within 3 days without fail.
Standards by business area
Business plan
- We will a land use plan considering developmental conditions such as geographical features etc. for environmentally friendly development.
- We will reflect balanced of regional development on establishing a business plan.
- We will create a housing space placing priority to human beings considering prevention of disasters and safety in a city for creating pleasant environments.
- We will appropriately allocate various city infrastructure and education·public facilities for customer to enjoy benefits following development, and preferentially consider public conveniences.
Compensation
- We will examine compensation objects in the presence of owners in case of needing to make compensations for lands and other objects included in a project area in order to prevent compensation objects from being left out.
- Where concluding a compensation contract, we will draw up the compensation amount for compensation objects, period for concluding a contract, contract place, contract condition etc. in detail and in an easy-to-understand manner for customer conveniences, and individually notify in writing within 1 week before a period for compensation contract.
- We will have the compensation amount calculated by 2 or more appraisers based on the arithmetic mean of evaluation amounts, and have the materials of the compensation amount able to be perused at any time.
- We will individually notify people who end up losing housing and foundation of living because lands and houses etc. are included in a project area of a relocation plan, and pay housing relocation costs and moving costs etc. within 7 days after application documents are complete.
- In case that a consultation is not concluded due to owners of lands etc. having objections to compensation amounts, we will pay the compensation amount conclusively determined after the land expropriation committee concerned has a deliberation for decision.
- We will have a division in charge of identifying new projects and project development inform in detail whether a land is included in a project area, and have a division in charge of compensations respond to inquiries regarding compensation matters of lands etc.
Engineering/construction business
- For design, we will preferentially consider changes of housing environments, pleasantness, convenience and safety of complex etc. and enhance quality of life by applying an environmentally friendly and high-quality engineering method.
- Since poor construction is a factor causing financial loss and inconveniences to customers, we will prevent poor construction through confirmation of construction, regular site inspection and evaluation of construction etc. in advance.
- In case a problem occurs due to poor construction, we will process it according to legal procedures and ensure that there is no.
- We will thoroughly take care of site management to prevent damages such as noise, vibration, dust and obstruction in traffic due to construction from occurring to nearby residents, and minimize inconveniences to passage by installing a construction information sign at the entry/exit road to construction.
- We will have anyone submit complaints by indicating telephone numbers in large at the construction information sign in order to solve inconvenience matters of residents upon beginning construction.
- We will have safety management persons always stay at the construction, conduct daily inspection and remove disaster factors in advance, and in case that a disaster occurs, we will establish a reporting system and respond to it fast.
Tourism business
- We will establish a through plan and implement various impact assessment in advance to preserve Gyeongnam’s natural environment as best as possible, and make efforts to grow into beautiful Gyeongnam which tourists want to visit again with tourism environments of nurture and culture in harmony.
- We will provide a rest place for citizens by creating a large scale vacation·leisure facility and contribute to vitalizing the regional economy and increasing citizen’s income.
- We will develop experience tourism, theme tourism courses for families in the era off 5-day working system, and make efforts to enable citizens to have a pride of 1st tourism Gyeongnam through establishing tourism infrastructure to realize the southern coast era.
Sale in lot
- We will have customers receive information on sales in lot easily by diversifying the access route to information on sale in lot such as telephone, internet etc.
- We will provide a sincere counselling in case that customers visit the Corporation or make a telephone inquiry etc. to receive information on sale in lot in detail, and if necessary, will send information documents on sale in lot through mail or email etc. within 3 days.
- We will improve customers’ inconveniences related to application of sale in lot or required documents upon signing a contract etc. by reflecting customers’ opinions as best as possible.
- We will facilitate a loan up to 80% of the land price at maximum through a bank with which the Corporation made an agreement on loan for intermediate payment, and run various payment systems such as advance payment of the price of sale in lot and long-term payment in installments etc. in response to customers’ financial situations and purchase purposes.
- We will make efforts for citizens’ acquisition of houses and housing stability by pursuing customers’ conveniences through determining the price of sale in lot reasonably according to relevant laws and regulations and diversifying payment method of the amount for moving-in.
- We won’t bring inconveniences to customers by processing the procedures from application for sale in lot to signing a contract as transparent and fast as possible.
Moving-in
- We will carry out pre-inspection with customers until 1 month before moving-in and will repair and complete matters identified such as defects as a result of inspection before moving-in, and as for matters requiring time, we will notify the expected period and complete within the period.
- We will send an information notice on moving-in until 1 month before the date of beginning moving-in in order for residents who are supposed to move in to make enough preparation for moving such as payment of the balance etc.
- The information notice shall inform facilities for living conveniences and various matters needing caution such as designation period of moving-in, payment of the balance, public organizations, transportation conditions etc. in advance
- A person who has a sale-in-lot contract has the right to move in on the agreed expected moving-in, and in case that the Corporation fails to respect this for the reason attributable to it, it will pay compensation for delay by deducting it from the balance first and pay the remaining amount if falling short.
Post-management
- In case that a customer makes a repair for defects, we will pay a visit to the site to confirm and shall notify the customer of the period required for processing defects, and for defects possible to repaired at the site, staff at the management office will repair them within 1 business day and for defects required for emergent measures, the Corporation directly process them. We will make best efforts for residents’ conveniences and systematic defect repairs through repair a reporting system on the homepage(www.gndc.co.kr).
- For general defects, we will ensure a person responsible for repair of defects to repair within the designated repair period, and in case that it is impossible to process within the designated period, we will inform the expected period within the date the cause occurred.
- In case that residents incur damages during the process of repair of defects within the repair period (example : due to repair on upper floor, damages occur to the wall paper or floor paper of the lower floor etc.), we will replace the damaged part with products of the same or higher type/quality.
- In case that an accident occurs due to the Corporation’s negligence of safety management, we will take a measure with responsibility.
- For apartments the Corporation completed, we will conduct a regular defect inspection at least 2 times a year to solve residents’ conveniences and prevent financial loss for a certain period.