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이승신(Seung Sin Lee),이기춘(Kee Choon Rhee),박명희(Myung Hee Park),송인숙(In Sook Song),이은희(Eun Hee Lee),제미경(Mie Kyung Jae) 한국소비자학회 2001 소비자학연구 Vol.12 No.2
This study proposed the test model for national certification of consumer counseling professionals. First, the background of the necessity of national certification of consumer counseling professionals, the similar certifications in other country, the institutions for education and training, the roles and job opportunities of consumer counseling professionals were reviewed. Second, a survey was carried to analyze the tasks of consumer counseling professionals. The sample included consumer counseling professionals in businesses, public institutions, consumer organizations. The certification was divided into two level. And specific detail lists of each job, task and role were made. Based on the review and analysis. the test system of national certification for consumer counseling professionals was proposed.
기업 고객상담실의 직무내용과 필요능력에 관한 연구 : 고객상담실 직원을 대상으로
이승신,이기춘,박명희,송인숙,이은희,제미경 대한가정학회 2002 Human Ecology Research(HER) Vol.40 No.3
The purpose of this study was to find out job description and necessary abilities for Consumer Affairs Department Service in business. This study was done using survey by mail to the representatives in Consumer Affairs Department in business. 354 representatives were used for the sample. The business was selected 32 among 107 in OCAP(Organization of Consumer Affairs Professionals in Business), from September 25 to October 5, 2000. The results were analyzed from 96 representatives, 23 business. The results of this study are as follows: 1. The degree of importance and participation on the job description in Customer Service Department was analyzed. The most important job was related to consulting. Consumer management and information collect & provision were next important job in consumer affairs. 2. When the degree of participation on the job description compared to the degree of importance, we found that the general level of participation on the job was a little lower than the degree of importance on the job. Especially, the biggest difference was found in the formation of focusing customer. The smallest difference was found in the field of consulting. 3. The most necessary' ability for the representative of consumer affairs department in business was responsibility and sincerity, communication skill. The big difference of present ability and necessary ability of representative was persuasive power and communication skill.