Competency-based Curriculum(CBC)를 적용한 고객응대역량 모델링 및 CS교육프로그램 개발 사례 : H社의 판매 및 정비직을 대상으로

There are lots of cases depended on the previous competency model, which was not reflected the specific organizational environment, and the CS(Customer Satisfaction) program contents are likely to be similar or same. To avoid this trend, this study tried to establish the competency model for customer serving, which was suited to the H's unique company environment. Based on the competency model, the training program for CS was designed and developed. First of all, this study chose employees to do interview, who work for sales and service. To extract competencies, employees were divided into best and non-best. This study applied Qualitative Research Methods such as the depth-interview, FGI, and BEI during two months. After going though this process, the four competencies group involved customer manager, individual effect etc and the twelve sub-competencies, which were making relationship, customer-oriented, basic customer serving, using different strategies according to the customer type etc, were extracted. And then, CS training program was designed and developed based on the competency model and need analysis of people charged HRD and instructor positions, and the predicted learners. After exhibition lecture, modification and supplement, the CS education program specialized in H company was developed.