SOUTH KOREA. Lotte Duty Free has obtained Consumer Centered Management (CCM) certification for the second consecutive year.
CCM is a system managed by the Korea Fair Trade Commission and the Korea Consumer Agency for evaluating and certifying whether a company’s activities are structured properly from a customer-centric perspective and whether such management is continuously improved.
The certification is evaluated on four criteria: leadership, CCM system, CCM operation, and performance management. A company is certified if it passes the final deliberation process of the Fair Trade Commission.
Over the past two years, Lotte Duty Free has focused on further increasing its level of customer service. This focus has included expanding the telephone consultation reservation system, modernising consumer chat consultations, and introducing consultation satisfaction surveys.
As a result, the three Lotte Duty Free entities in Seoul, Busan, and Jeju (Hotel Lotte Duty Free, Lotte Busan Duty Free and Lotte Duty Free Co) all achieved certification once again.
Lotte Duty Free Head of Korea Business Kim Joo-nam said, “It is very encouraging that the three Korean entities of Lotte Duty Free have once again obtained CCM certification together. Lotte Duty Free plans to make every effort to improve further through fresh innovation from a customer perspective.”
In line with an enhanced focus on customer-oriented service, Lotte Duty Free plans to continue its efforts to implement the management’s ESG vision of being the ‘most trusted travel partner’. For example, it will establish a Voice of Customer (VOC) integrated system in order to more actively accommodate consumer opinions.