CUSTOMER SERVICE story

STORY 01

C/S Team Choi Won Ki Repairing chief

'Devotion! Positiveness! Speed! And Customer Satisfaction! Were derived'

  • Q :

    Please introduce yourself!

    A :

    I am a chief, Mr. Won-gi Choi working at the Customer Support Team under the Customer Support Department of SOOSAN HEAVY INDUSTRY. I have worked at SOOSAN HEAVY INDUSTRY for around 14 years and I am doing my best efforts for providing customers with satisfying service.

  • Q :

    Could you introduce your tasks in short?

    A :

    I am in charge of accepting failure reports of the products made by SOOSAN HEAVY INDUSTRY from customers and providing service to customers. I accept the failure reports or customer complaints related to hydraulic cranes. And I am in charge of the tasks for resolving customer complaints as well as the repairing of broken products directly or a designated service center. Besides, I am making efforts for contributing to the continuous enhancement of product quality and customer satisfaction by giving feedbacks related to customer complaints and requiremetns for improvement that are generated when a consumer uses a product.

  • Q :

    If you have any rememberable A/S service experiences, could you introduce the story?

    A :

    I have been on a business trip to a road construction site in Qatar on Feb. 10, 2014 together with the chargehand, Mr. Heung-gil Ham at the Customer Support Team. The business trip was for conducting a B/S regarding to some defects of a hydraulic hose of SCS1616 Crane which was released for the first time in Qatar. It was in the situation that it was hard to work due to some oil leakage from the connection part of the telescopic cylinder inside the Crane Boom. Our Customer Support Team decided to replace all of the hydraulic hoses for 16 units of equipment held by the cusotmers including the oil leakage protection equipment. And the team completed the replacement of the total quantity through an overseas business trip to the site in Qatar for around 15 days. Under the situation that there was no workshop in the local country, even though the work was very hard since hoses must have been replaced after disassembling each boom by using a vehicle crane and a forklift, we could hear after

STORY 02

Staff at the Customer Support Team, Mr. Seung-min Seo

“We were touched by the Passions of Ethiopian Engineers!”

  • Q :

    Please introduce yourself!

    A :

    How do you do? I am Mr. Seung-min Seo who works at the DR part under the Customer Support Team of Customer Support Department of SOOSAN HEAVY INDUSTRY. I have worked here for 2 years, but I have 7 year experience as an engineer. I prioritize a promise with each customer and I am making efforts for the development of customers and company while establishing trust relationship with each customer.

  • Q :

    Could you introduce your tasks in short?

    A :

    I am in charge of after service, warranty claim and technical training related to hydraulic drills and I am implementing some education for overseas dealers from this year.

  • Q :

    If you have any rememberable experiences related to A/S service, could you introduce the story?

    A :

    Although my exprience is not related to A/S Service, I remember that Ethiopian Engineers I met on a business trip for B/S this year. I visited a city in Ethiopia, so called, Adis Ababa' for inspecting for, training and educting on some kinds of equipment in July 2017. I implemented the technical education and on-site training for 3 days for 9 engineers in total and I could have some pride as a staff at SOOSAN once again while having watched their attachment and passion to equipment that they were learning. And so, I could progress the schedule with passion together with them.

STORY 03

C/S Team Lee Dukhee Chargehand

'Devotion! Positiveness! Speed! And Customer Satisfaction! Were derived'

  • Q :

    Please introduce yourself!

    A :

    I am Ms. Deok-hee Lee who works at the Customer Support Team of the Customer Support Department of SOOSAN Heavy Industry. I have worked at SOOSAN HEAVY INDUSTRY for around 23 years and I am making the best efforts for providing customers with satisfying service.

  • Q :

    Could you introduce your tasks in short?

    A :

    I am in charge of accepting the failure reports of products and customer service at SOOSAN HEAVY INDUSTRY. Our Tasks are to take measures for customers complaints as well as repairing failures of the products directly or through a designated service center after accepting some reports on failures and complaints against the hydraulic breakers. At the same time, I progress the tasks for enhancing the product quality and customer satisfaction continuously through the feedbacks regarding to the product failures and customer satisfaction.

  • Q :

    If you have experienced any rememberable A/S service, could I ask you tell the story?

    A :

    I gave an A/S service for repairing failures of a product by visiting the site in Samcheok, Gangwondo on July 15, 2013. As the then problem, it was in the situation that there are lots of comlaints from customers since all products could not be operated due to lowered power, irregular working state and some oil leakage from the lower part. Since the weather was very poor after having accpeted a complaint from a customer, (It rained heavily in Samcheok.), it was in the situation that it was impossible for us to go on a business trip. But we could check the status and comprehended the cause at the site through the business trip by the staffs from the designated service center and the head office. The service workers repaired the broken part and checked the normal operation state of the product. The customer wasdisappointed by a little due to the product failure,but the customer was satisfied with the sincere, positive and quick A/S service. After that, our products were released quite