#Exciting Changes Sales Stories
2019.06.20
OSULLOC Tea House Insadong Store
Special Service for Higher Customer Satisfaction
Insadong street exudes Korean tradition. Foreign tourists from all over the world, nearby office workers and the elderly out for a stroll fill the neighborhood. In the middle of the busiest street in this area, there is a space for relaxation that attracts an endless string of people. It is OSULLOC Tea House Insadong Store. Stepping into the refreshing open gate, you are greeted with tea tasting and testing. Through the experience of enjoying the taste and scents of tea, the store draws more interest from customers. The tea house offers different types of tea and various infusion methods according to season and weather – flower-blended tea for spring, hot green tea for rainy days and iced tea for hot weather.
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(Left to right) Dayeon Hwang Hyunsook, Choi Yunjeong, Lee
OSULLOC Tea House Insadong Store is a 3-story shop. On the first floor, you can purchase tea products at Tea Shop and order drinks and baked goods. The second floor offers casual seats while the third floor has a more private and quiet seating area. It has a unique ordering system for drinks. Customers can order drinks on the first floor and take a seat on either the second or third floor to be served by Dayeons. It is for higher customer satisfaction as customers can relax in their seats to drink tea right after they order.
"People are so used to self-service and automated service at tea houses and cafes these days that some customers are surprised to be served by Dayeons. Everyone is happy when we serve their tea and explain its characteristics and how to drink it. Many people like it and say that they feel better treated. Also, we offer hot tea in teacups, not in mugs. By providing a tea set consisting of a Tanggwan (teakettle) and Sookwoo (infused tea container) as well as teacups that allow customers to pour their tea into a small portion, we let customers feel the taste and culture of tea more in depth."
Dayeons refill hot water for customers who are drinking tea and ask if they need anything else for more detailed care. Drinking OSULLOC's prestigious tea in traditional teacups at such a relaxing store definitely adds extra taste and flavor.
Our Happiness is Customers' Happiness
Dayeons working at OSULLOC Insadong Store think deeper and work harder to provide heartful services. They observe customers with hawk eyes at every corner of the store to serve customers who need help. Even the smallest details are shared in real time among colleagues working at a distance through walkie-talkie device. If more products are needed by customers at the first floor tea shop, it is requested to Dayeons on the third floor immediately to check the stock. When Dayeons on the second floor are too busy, colleagues on other floors are asked to help. The real-time communication using walkie-talkie is the secret for smooth cooperation among Dayeons at OSULLOC Insadong Store who all work with one mindset.
"There are various elements that complete the overall atmosphere of a store such as interior, lighting and music, but we prioritize positive attitudes and team work of Dayeons with a mind that we need to enjoy working to make customers in the same space happy. We try to find ways to provide more satisfying services to customers and look for the answers together."
At OSULLOC Tea House Insadong Store, all 13 Dayeons consider themselves as the shop's managers and actively suggest their opinions. As they all think together while carefully listening to the opinions of each and every Dayeon, everyone is enthusiastic in finding a way for improvement. The store is visited by foreign tourists and customers across all ages and genders, so it is important to study tea that fits different tastes of different customers. The shop holds a regular tea time to share each other's opinions and customer reviews on tea.
"We drink tea often with all Dayeons and have an in-depth talk. Semi-senior Dayeons make efforts both inside and outside of the store to create a shop where everyone contributes together. We group those Dayeons and newbie Dayeons together to run a mentoring course. The visual aspect is as important as taste for tea, so senior Dayeons share their knowhow with newly-joined Dayeons who are not familiar with making drinks yet."
Thanks to strong teamwork and friendly atmosphere among Dayeons, the customers' satisfaction (NPS) of OSULLOC Tea House Insadong Store is on the steady rise. This is more welcoming news than anything else for a store in the F&B (Food & Beverage) industry that tends to receive various complaints from customers. OSULLOC Tea House Insadong Store is currently preparing a tea class to spread more enjoyable tea culture to customers. The course aims to present a platform for more diverse tea experience by offering OSULLOC's brand history, different types of tea and tea ceremony. The 13 Dayeons are committed to building more skills to have a more in-depth talk with customers and get closer to them.
OSULLOC Tea House Insadong Store has only one objective. It is to create a shop that keeps both customers and Dayeons happy. The store hopes to become a place where customers want to revisit and stay longer and where Dayeons can make great memories together while working and learning. The Dayeons who are pursuing a dream with one mind are conveying refreshing energy to every single customer like a tea garden in June.
OSULLOC Tea House Insadong Store has only one objective. It is to create a shop that keeps both customers and Dayeons happy. The store hopes to become a place where customers want to revisit and stay longer and where Dayeons can make great memories together while working and learning. The Dayeons who are pursuing a dream with one mind are conveying refreshing energy to every single customer like a tea garden in June.
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