Customers (General Customers & Dealers)
Customers are the foundation on which Hankook Tire’s growth was built. Our aim is to provide new value for customers, and we do this through our global quality system and by developing outstanding products.
Background of This Issue
Consumers are increasingly interested in tire and car management services. While tire manufacturers and maintenance service providers are expanding their advancement into the car and tire service market, a wide range of service quality issues are emerging. Specifically for ‘safety’ - the ultimate value that directly affects the life of our customers, the tire manufacturing industry is fully committed to improving service quality while consumers are raising the bar on monitoring and verifying service quality.
Risks & Opportunities
Tire manufacturers, distributors, maintenance service providers, online sellers, and tuning specialists who constitute the car industry ecosystem are competing against one another fiercely for their very survival. False or exaggerated advertising, maintenance services provided by non-experts, and substandard after-sales services can easily breed distrust for the entire car industry. At Hankook Tire, we clearly realize our role as a member of this ecosystem, and understand the need to avoid excessive competition. Instead, we need to reach consensus on service quality guidelines to provide services that satisfy customer expectations.
Hankook Tire’s Policy
As Korea’s No. 1 tire maker, we provide standardized car management services under our brand T’Station. We implement a standard pricing policy to enhance our credibility while providing safety consulting to strengthen customer management. Our employees are also trained with customer reception manuals to competently address each phase of the sales process. This enables us to undertake diverse customer satisfaction and safety initiatives and to pursue sustainable growth.
Management Responsibility & Governance
• Chaired by: KOR)Marketing & Sales Division Director
• Supervised by: KOR)TBR Marketing Team
• Cooperation members: Global Sales Training Center, KOR)Retail Marketing Planning Team, KOR)Retail Marketing Operations Team
Future Plans & Outlook
We will extend the operation of our SMART CARE program to improve our service quality and customer satisfaction. With the acquisition of the Australian franchise ‘JAX TYRES’, we will develop a specialized franchise business optimized for the shifting distribution landscape in the mid-long term. Through sustained communication with customers, we will reach our ultimate goal of ‘delivering the value of safe driving to customers’.