韓国における企業の顧客苦情対応システムの現状と課題

抄録

The Korean CCMS is a representative guideline for consumer complaints handling in the corporate area. It has been introduced to promote the operation of companies while politically operating its authentication system. The enforcement of the CCMS has brought tremendous change in consumer complaints management within companies. Through the operation of CCMS, the role and responsibility of coping with consumers became augmented and the importance of the job was highly recognized within the entire company. For the advanced operation of CCMS in the future, the following are necessary: extended execution to small and medium enterprises through the continuous promotion and educational support of CCMS, the evaluation management of CCMS by private sector-driven corporate entities, the pursuit of international exchanges in the execution of corporate consumer complaint management such as CCMS operation, and the extension of the offering of consumer information and consumer education as a precaution.