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Press Release
Carries out a customer-centered innovative program that reflects the customers’ demands for their participation and rights.
Consists of a variety of programs in 7 categories, which are scheduled to be carried out starting in July of this year.
Leads a paradigm shift by establishing a customer-centered management environment, and enhancing qualitative competitiveness.
SK Telecom introduced a customer-centered innovative program called "SPEED 011 Rainbow" that fully accepts its customers’ changing attitude toward "Participation" and "Enhancing Rights". This program is part of the company’s strong commitment to provide a higher level of services to customers, and always think in a customer-centered way instead of the conventional company-oriented thinking.
SK Telecom plans to implement this program as a brand that embraces its entire customer service program.
The SPEED 011 Rainbow, which will be starting on the 1st of July, consists of a variety of programs in 7 categories.
Some of these programs enhance customer participation in marketing activities, by fully adapting to the customers’ changing demands for "Participation", and by promoting customers’ rights.
The customer participation program pursues "Open Participation" and "Warm Share". It is comprised of a "Be sunny, be happy!" program that reflects the customers desire to participate in social activities, and a "011 Customer Consultant’ program that accepts the customers’ evaluation and proposal on all of SK Telecom’s services and products.
The program for enhancing customer rights consists of "011 Quality Service", "011 Customer Protection Center", ’011 Speed Patrol’, and’011 Frontier Service’.
These all offer responsible and trustworthy services to customers through their systematic infrastructure, and make ’011 Membership a Never-ending Festival in which customers fully enjoy their rights.
The 011 Customer Consultant program is designed for receiving evaluations and recommendations on all of SK Telecom’s services and products that are submitted by each service consultant.
SK Telecom appointed a total of 2,000 customers ( 500 each for the service brands Ting, TTL, UTO, and CARA) as consultants regarding each service and product.
The consultants will be selected through the homepages of each brand from July 1st to 20th, and conduct their tasks online until the end of this year.
For their participation they will receive a variety of benefits that offer VIP memberships, SK souvenirs, and event participation tickets, among others.
The customer participation program called ’Be Sunny, be Happy!’ encourages volunteer activities.
If customers apply as volunteers at the TTL homepage, they can participate in social activities with other social welfare service groups as volunteers, every Sunday beginning in August of this year.
The 011 Quality Service program is responsible for constantly increasing customers’ value through the customized services offered by SK Telecom frontline sales forces.
This program helps customers choose appropriate service rates, terminals, and memberships that perfectly fit their life styles.
To this end, SK Telecom plans to establish a ’Service College’ in the company, that will nurture specialized customer service consultants, and introduce a Service Quality Index that will check and manage frontline customer service levels more effectively.
Further, the company will check the current customer service status in branch offices and sales agencies, by conducting a survey of customers through ’Happy Message (ARS)’, and evaluate the responses in order to improve the services.
The Customer Protection Center program is engaged in strengthening the employees’ responsibility for customers based on systematic work processes and expanding delegation of authority.
The company will also launch certain groups in the Head Office and Customer Center to exclusively handle customer complaints.
In addition to this, SK Telecom will rapidly solve customer’s complaints about call quality and base station installation through the ’011 Speed Patrol’ program.
We will continue to develop customer-centered services through ’011 Frontier Service’ and ’011 Membership & Never-ending Festival’ programs.
This will demonstrate, and further build, the company’s innovative image with it’s customers.
Shin Cho, head of SK Telecom’s Marketing Managerial Group stated, "The SPEED 011 Rainbow programs are designed to fully adopt the changes that occur in the customers and society.
These programs certainly expand the horizon of cellular service marketing approaches by making customer service a key element for success.
This is a first in the mobile communication industry".
"The SPEED 011 Rainbow programs are expected to contribute to leading a paradigm shift, by establishing a customer-centered management environment, and enhancing qualitative competitiveness in the mobile communication market", he added.
SK Telecom plans to implement this program as a brand that embraces its entire customer service program.
The SPEED 011 Rainbow, which will be starting on the 1st of July, consists of a variety of programs in 7 categories.
Some of these programs enhance customer participation in marketing activities, by fully adapting to the customers’ changing demands for "Participation", and by promoting customers’ rights.
The customer participation program pursues "Open Participation" and "Warm Share". It is comprised of a "Be sunny, be happy!" program that reflects the customers desire to participate in social activities, and a "011 Customer Consultant’ program that accepts the customers’ evaluation and proposal on all of SK Telecom’s services and products.
The program for enhancing customer rights consists of "011 Quality Service", "011 Customer Protection Center", ’011 Speed Patrol’, and’011 Frontier Service’.
These all offer responsible and trustworthy services to customers through their systematic infrastructure, and make ’011 Membership a Never-ending Festival in which customers fully enjoy their rights.
The 011 Customer Consultant program is designed for receiving evaluations and recommendations on all of SK Telecom’s services and products that are submitted by each service consultant.
SK Telecom appointed a total of 2,000 customers ( 500 each for the service brands Ting, TTL, UTO, and CARA) as consultants regarding each service and product.
The consultants will be selected through the homepages of each brand from July 1st to 20th, and conduct their tasks online until the end of this year.
For their participation they will receive a variety of benefits that offer VIP memberships, SK souvenirs, and event participation tickets, among others.
The customer participation program called ’Be Sunny, be Happy!’ encourages volunteer activities.
If customers apply as volunteers at the TTL homepage, they can participate in social activities with other social welfare service groups as volunteers, every Sunday beginning in August of this year.
The 011 Quality Service program is responsible for constantly increasing customers’ value through the customized services offered by SK Telecom frontline sales forces.
This program helps customers choose appropriate service rates, terminals, and memberships that perfectly fit their life styles.
To this end, SK Telecom plans to establish a ’Service College’ in the company, that will nurture specialized customer service consultants, and introduce a Service Quality Index that will check and manage frontline customer service levels more effectively.
Further, the company will check the current customer service status in branch offices and sales agencies, by conducting a survey of customers through ’Happy Message (ARS)’, and evaluate the responses in order to improve the services.
The Customer Protection Center program is engaged in strengthening the employees’ responsibility for customers based on systematic work processes and expanding delegation of authority.
The company will also launch certain groups in the Head Office and Customer Center to exclusively handle customer complaints.
In addition to this, SK Telecom will rapidly solve customer’s complaints about call quality and base station installation through the ’011 Speed Patrol’ program.
We will continue to develop customer-centered services through ’011 Frontier Service’ and ’011 Membership & Never-ending Festival’ programs.
This will demonstrate, and further build, the company’s innovative image with it’s customers.
Shin Cho, head of SK Telecom’s Marketing Managerial Group stated, "The SPEED 011 Rainbow programs are designed to fully adopt the changes that occur in the customers and society.
These programs certainly expand the horizon of cellular service marketing approaches by making customer service a key element for success.
This is a first in the mobile communication industry".
"The SPEED 011 Rainbow programs are expected to contribute to leading a paradigm shift, by establishing a customer-centered management environment, and enhancing qualitative competitiveness in the mobile communication market", he added.