Rules of Conduct
Every executives and employee must obey these rules of conduct regardless of their position. All shareholders including partner companies are entitled to these rules of conduct. The rules of conduct serve as a concrete standard of what Lotte’s staff members should and should not do and define their role performances in everyday life.
Chapter 1. Customer
1-1 Practice of Customer Satisfaction Management
1)Keep in mind that customers are the source of our existence. Provide our customers with product development and the best service to live up to meet their desire
- Maintain polite words and behavior at all times. Serve customers with neat outfit and polite and refined manners.
- Answer the phone before the bell rings more than 3 times and clearly state one’s division and position/name.
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2)Never make a promise that cannot be kept with customers and always keep the promises once made. In case of unavoidable circumstances preventing one from keeping a promise, contact the customer immediately to explain the situation and make a polite apology.
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3)Keep various communication channel open for customers, such as documents, phone calls, mails, and emails, to make complaints or suggestions at all times.
- Once a complaint or suggestion from a customer is received, immediately transfer it to the person in charge and notify the results to the customer.
- During the absence of the person in charge, leave a message so customers do not have to make a call again.
1-2 Customer Information Management
Customer information related to Lotte is not used for other purposes without customer’s consent.
