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Interview with T map Customer
Service Center
When counting on the navigation service, users sometimes come up with various inquiries or complaints. They raise complaints almost every day. The complaints are mainly about the following situations: simple inquires such as membership registration, membership withdrawal and data usage level; the user failed to arrive on time for an appointment because T map guided to a completely unexpected route or to a heavy traffic section; the user had to be fined because the information on speed cameras has been left out. Customer Service Center operates to solve such complaints of customers and deliver some detected errors of T map to the relevant Team for proper correction.
Interviewer
Young Guk
Jang
No A
Lee
Q.
Please introduce yourself and tell us
about your main roles in the Team.
Young Guk Jang
Hello. I am Young Guk Jang. I am a co-head of T map Customers
Service Center. My main duty is focused on T map, but I
also cover the areas of taxi, public transportation, AUTO, and
parking.
No A Lee
Hello, I am No A Lee, co-head of T map Customer Service
Center. I carry out the same duties as Chang does. Customers
might not notice it is the same Center, but we attend to various
services of T map in one place. There is a special number
assigned to each service, so we see the number and start our
customer attention by saying "This is counseling manager of T
map Customer Center" or "This is taxi manager of T map."
Q.
How many calls a day on average are made
to Customer Service Center?
Young Guk Jang
About 500 calls a day… but sometimes we receive up to 700
calls a day when we are busy. In the beginning of last year, that
was the busiest season of the year. We received 1,800 calls a
day. 1:1 online inquires account for about 130 cases a day.
Q.
Are there the busiest hours
during the day?
No A Lee
Yes, the busiest hours during the day are between 9 am and 10 am. It
is because customers call after having waited from the night before.
Yes, we do receive many calls from 9 to 10 in the morning. On the other
hand, regarding T map Parking, they normally ask right before finishing
their work. That is between 4 pm and 6 pm. I guess it is because they
finish their work and go out to find the car during this time.
Young Guk Jang
When it comes to T map Taxi, drivers usually call around 4 pm because
their shift work starts at 4 pm.
Q.
What are the most
frequently asked
inquiries?
Young Guk Jang
They are inquiries on address change. They often say, "I just followed
the navigation guide, but the location changed." When the business
owners move to another place, they rarely inform us of the fact. In this
case, customers ask questions and inform the changed information to
us. Customers also inform us of newly installed speed cameras and of
changes in speed limit. We deliver this report to the relevant Part to improve
the quality of T map.
Q.
Are there many customers informing you
of the updated road information?
No A Lee
I think they inform us of the fact because they can pass by the same
road again and they want to get updated information. They ask that the
information should be modified because others can find it inconvenient.
Q.
Are there any inquiries you remember the most?
Young Guk Jang
Yes, I remember some calls I received from drivers using T map Taxi.
Sometimes they just call half-drunk after finishing the shift work. They
just want someone to listen to their story, for example, how they felt
upset with a certain passenger… That has nothing to do with Customer
Service so there are no technical issues on T map. However, I talk with
them and try to listen to their story as a friend.
No A Lee
About one year ago, a person posted an article on a Web portal comparing
T map with a navigation app from another company. Unfortunately,
T map did not get good scores. However, a customer called to say that
he had an experiment to compare T map with another navigation and
prove which one was better. Finally, he won the bet because T map had
higher performance. He felt happy and called to say, "thank you" and
share the joy with us. I remember another customer. He was going on
a family picnic and he failed to find a way with the old navigation he was
using. Then his son recommended T map. He said that, thanks to T map
being able route to even the small paths of the mountain, he could arrive
at the destination with success. He wanted to send us some gift to
express his thanks. I just said, "No, I already received the gift with your
kind words." I am immensely proud when people say that they use SK
Telecom because of T map.
Q.
What qualifications are required
to work
at T map Customer
Service Center?
No A Lee
An active attitude is vital to use services and find causes from the perspective
of customers. You must be ready to immediately check the
presence of the cameras via road view and do a test in the problem
section in person. Since we must check cases one by one, it takes a lot
more time (by 3-4 times) to complete each case.
Q.
Do you have any messages
you would like to deliver to
T map users?
Young Guk Jang
I am thankful for strong trust from our customers for our T map services.
I would like to emphasize that all members of Customer Service
Center are doing our best to help customers, since we meet them in a
direct and close manner. We do feel responsible for what we do.
No A Lee
When customers use diverse T map services, they have a clear objective.
I would like to stress that we are making our utmost effort to
provide the highest satisfaction for our customers. Unfortunately, some
customers think that we counselors are made of AI. We are humans
dedicated to counseling duties. Please try to reduce abusive language
or aggressive expression considering that it can hurt us. If you show
consideration to us, we will repay your kindness. Always remember to
drive safely!
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