After rat incident, you can call Nongshim boss direct

May 23, 2008
Nongshim chairman Sun Wook and other executives are personally answering complaint calls to the company.

The food company suffered a public relations crisis in March when a customer supposedly found a rat’s head in a pack of shrimp crackers, a popular snack.

Around 20 executives, including Sun, will take turns answering customer calls for two hours each day. This “hotline” will go on indefinitely, the company said. “We wanted to do something substantial to let our customers know we are looking at revamping our structure to avoid anymore safety accidents,” Sun said.

The company yesterday started its “Customer Satisfaction Campaign,” which will run through September. During this period, Nongshim will deliver its food to low income areas for free, and the company will promote its new shrimp crackers, which will be made in factories with upgraded safety procedures. The company invested 30 billion won ($28.7 million) in safety measures. Nongshim will also start research and development on new snacks and hold an exhibition in September featuring snacks they think people will eat 100 years from now. “We want this campaign to be more than a one-time event. We will invest more in our factories in Korea as well as China,” Sun said.

this is good strategy. because of this Hot-line, nong-sim can recover faith from their customer. in America, there was like situation to P&G , asprin.
P&G well overcome the event, and then P&G get healthy and honesty compay image.
disaster or critical event, sometimes it will be a chance to developing compay.
through overcoming the event, nong-sim can get good image.

20500530 entry #11