Shopping mall support center employees sharpen customer service skills
The Public Procurement Service has conducted a complaint-handling training session for frontline employees who work most directly with the public, aiming to deliver more trustworthy procurement services.
The agency said Tuesday it held the training for staff at its General Shopping Mall Support Center at the PPS Hall of the Seoul Regional Office of Public Procurement Service.
The General Shopping Mall Support Center serves as the first point of contact for companies seeking to enter the procurement system, handling tasks such as eligibility assessments for multiple-supplier contracts and document reviews for designated excellent product status.
The session covered basic telephone etiquette, customer-centered communication methods, and approaches to empathy and dialogue in conflict situations, drawing on real complaint cases throughout.
Baek Ho-seong, director general of the agency's purchasing and projects bureau, said "courteous and accurate complaint handling is an essential element for building public trust in procurement services," adding that the agency would continue to strengthen employees' expertise in responding to complaints.
kwonhl@heraldcorp.com
