Lotte Company Korea Work Experience. I was sent to LOTTE MART PHU THO to work at Customer service department

Lotte Group consists of over 60 business units employing 60,000 people engaged in such diverse industries as  , , ,, , , , , , , , and . Lotte has major operations by Shin Kyuk-Ho's family located in  and  with business in China, Thailand, Indonesia, Vietnam, India. USA, Russia, Philipinese and Polands (Lotte bought Poland's largest candy company Wedel from Kraft Foods in June 2010). Today, Lotte is the largest candy / chewing gum manufacturer in both Japan and South Korea, and is one of South Korea's largest conglomerates.

2. History of Lotte Group

Transformation into the advanced foods business. 

Encouraged by the normalization of diplomatic relations between Korea and Japan in 1965, Lotte Chairman Shin Kyuk-ho, then a businessman operating mostly in Japan, made the daring investment that established the Group’s first affiliate, Lotte Confectionery, in Korea. At that point, Korea was a country with little more than the modest remains of the Korean War. Mr. Shin’s investment was the first step toward full-blown modernization of the nation’s food industry.

• 1967 Lotte Confectionery introduced
• 1968 Lotte Aluminum commenced 

Diversification of business.

In the 1970s, the Group made great strides as the largest food business,establishing Lotte Chilsung Beverage, Lotte Samkang. Lotte Ham & Milk, and Lotteria. In addition, Lotte pioneered the nation’s retail and tourism industry by launching Hotel Lotte and Lotte Shopping. In subsequent years, the Group also introduced Lotte Engineering & Construction, Honam Petrochemical, Lotte Engineering & Machinery, and Lotte Trading.

• 1973  Lotte Hotel open
  - 1973  Lotte Engineering & Machinery and Lotte Pioneer established.
  - 1974  Lotte Trading established
  - 1974  Acquired Chilsung Han-mi Beverage and changed the name into Lotte Chilsung Beverage
  - 1976  Acquired Honam Petrochemical
  - 1978  Took over Samkang and changed the name into Lotte Samkang
  - 1978  Lotte Ham & Milk Launched.
  - 1978  Took over Pyunghwa Construction and changed the name into Lotte Engineering & Construction
  - 1979  Lotteria established.
  - 1979  Lotte Shopping initiated

Joining the Top Ten businesses in Korea.

In 1980's, Lotte achieved the competitiveness in distribution, tourism, and food industries raking as one of the Korean top ten business groups. It also laid the foundation to propel itself into the global market by diversifying its business sectors. In this period, Lotte completed construction of Lotte World and established Hotel Lotte in Busan and Lotte Moolsan and poured maximum energy into strengthening of competitiveness in tourism industry. Established Lotte Canon and Korea Fujifilm accelerated hi-tech business launches. Lotte Giants and Daehong Communications were established to renew corporate-wide cultural infrastructure. Lotte R&D Center and Lotte Merchandising Service Center were established to intensify R&D for brand-new products and merchandising skills.

- 1980  Established Lotte Freezing, acquisition of Korea Fujifilm
- 1982  Established Daehong Communications
- 1982  Established Lotte Giants
- 1982  Established Lotte Moolson1983
- 1983  Established Lotte R&D Center
- 1983  Established Lotte Merchandising Service Center
- 1984  Established Hotel Lotte in Busan
- 1985  Established Lotte Canon
- 1988 Acquired Korea Seven
- 1989 Established Lotte World promotion department

Laying the groundwork for global operations.

In 1990's, Lotte prepared to leap forward as a super excellent group of the 21st century based on competence in strategic core areas. It maintained the No. 1 position in the distribution, tourism, and food sectors and built the bedrock for global corporation with advanced management and aggressive investment.
The chains of Hotel Lotte and Lotte Shopping were expanded nationwide and new businesses were launched. It expanded its market to Japan, China, other East Asian countries, and the United States boosting food and beverages, merchandising, and tourism businesses for global effective marketing. Lotte Data Communication and Lotte.Com were established to create hi-tech business models. Korea Seven, Lotte Logistics, and Lotte Fresh Delica ware established to create a new logistics system and safe foods.
Even after the onset of the 1997 Asian financial crisis, Lotte did not stop flourishing based on the competitiveness in strategic business cores and solidified financial structure. This could be achieved by selecting businesses where it can excel and focusing all competitive efforts on them.

• 1991  Established Lotte Station Building
  - 1995  Lotte Capital commenced operations
  - 1996  Lotte Logistics created
  - 1996  Lotte data Communication Company established
  - 1999  Lotte Fresh Delica Initiated

Exponential frowth (2000s): Concentrating on core capabitities and growing as a world-class business.

While the country was still in rubble recovering from the Korean War, Lotte, in the 1960s, began establishing itself as a business pioneer. Since those early years, the Lotte Group has grown into first-rate competitive business entity, formidable in the food, retail, tourism, construction and heavy chemical sectors. Not one to grow complacent, Lotte has begun to implement plans for hi-tech industries, based in its solid financial structure, innovative management system., and strong investments. At the same time, Lotte is also growing as a world-class business with a presence now in China and Russia. But at its core, Lotte is aware of the importance of putting a priority on shareholder values, as it strives to maximize profits through responsible management, profitable operations, and creative responses to changes in the business environment.

- 2000  Lotte.com initiated
- 2000  Lotte Boulangerie established
- 2001  Acquired IY&F and changed the name into Lotte Pharmaceutical
- 2002  Acquired Food Star
- 2002  Acquired Dongyang Card and changed the name into Lotte Card
- 2004  Establishment of Lotte Shopping KKD Head Quarter
- 2004  Acquisition of KP Chemical
- 2005  2005 Establishment of Lotte Daesan Petrochemical Corp.
(Acquidision of 2nd Complex of Hyundai Petrochemical Co.)
- 2005  Acquisition of Wellga
- 2006  Acquisition of Woori Homeshopping

2555927. Global Lotte Mart

Lotte Mart is expediting its launch in the overseas market and an aggressive store expansion in the domestic market. Lotte Mart entered the Chinese market by purchasing ‘Makro’ through the M&A deal in December 2007. This endeavour by Lotte is recorded as the first case attempted by a Korean retail enterprise. Makro, a large-scale supermarket chain from Netherlands, has been operating 6 stores in Beijing and 2 stores in Tianjin. Lotte has been embarking on the renovation of Lotte in terms of replacing Lotte’s trade name of three stores starting last June 2008. The stores in Qingdao and Beijing are designed to be opened this year. Furthermore, in October 2008, Lotte purchased ‘PT Makro Indonesia’ that operates 19 Makro stores in Indonesia. This is also considered to be the first of its kind by a Korean retail enterprise in Indonesia. Moreover, Lotte took two years to prepare for the opening of the ‘Nam Saigon Branch’. This is the first Lotte Mart branch in the 7th District of Ho Chi Minh, Vietnam which opened on 18 December 2008. As of now, Lotte is becoming an esteemed member of the elite circle of global entrepreneurs in the retail market operating 29 stores in three countries, such as China, Indonesia and Vietnam.

3. Phu Tho Lotte mart

Lotte Vietnam Shopping Company Limited opened its second store in HCMC in

2. Lotte Mart Phu Tho

Lotte Vietnam Shopping Company Limited opened its second store in HCMC in July 1st, Lotte Mart Phu Tho, at 940B in the EverRich apartment buildings in District 11.

The 26,000-square-meter shopping center, which was invested at VND900 billion, is the second such center of the Korea-based Lotte Mart Group in Vietnam after Lotte Mart Saigon South in District 7, which opened at the end of 2008, according to a statement of the company.

The Lotte Mart Phu Tho will comprise five storeys, include a supermarket arranged on the second and third floors, where will be a huge array of 50,000 essential commodities, 95% of them supplied by domestic producers.

There will be a play area for children, and shops for toys and study requisites on the fourth floor. The center’s fifth floor will be a place for restaurants, recreation, beauty, dental care and others services, according to the company.

2.  CUSTOMER SERVICE DEPARTMENT(FO_FRONT OFFICE)

Front office is a business term that refers to a company's departments that come in contact with clients, including the marketing, sales, and service departments.

Main jobs at Lotte Mart’s FO:

• Membership cards
• Promotion gifts
• Export envoice finance
• Solving in the case of changing goods or returning goods
• Giving Voucher for customer (last of the year)

Customer care’s principles:

• Communication skills

• Attitude: considerate, respectful, enthuisiastic, friendly

• Looking: mean that you must know how to observe. Remember, you avoid looking fixedly at customers, because it’s make customer feel uncomfortable

• Listening: listening and always saying “oh”, “ah”, “yes”

• Saying: learing how to express in courteous way. You’re forbidden to interrupt without permission when customers are complaining.

• Smile: Always smile with customer

• 5 steps to resolve complaint

• Listening to conplaint of customer in a serious and strict manner
• Checking the complaint is right or wrong in the fact
• Sincere apologies
• Saying what will you do to resolve problems clearly
• Recorded and thanks customer

3. ABOUT MYSELF

1.  My task at FO

• Membership card: checking customer’s identification before allow them to fill in  the form, guiding them how to fill in the form. After that, I write the POS and the date on the their form. I must provide all of information, benefits of membership card and explaning everything clearly if they have any question.

• Input: inputing all the of customer into the computer clearly, then I must stamped “INPUT” on the form. Accumulating score for customer, first, I  must check the stamp on the bill is “NO MEMBERSHIP CARD” or “FORGET MEMBERSHIP CARD”. If the stamp on the bill is “NO MEMBERSHIP CARD”, I can’t accumulate point for that bill. I just only accumulate point for the bill have the stamp “FORGET MEMBERSHIP CARd”. And I guide for the customer see the point which they have accumulated on the cashier on the bill.

• Promotion gifts: checking the bills, if it have enough condition to receive promotion gift, I need write  the POS number and giving the right gift for customer. Not at all, I need learn by heart all the products which has promotion program. After I give the gift  to customer, I must take a sign to let another staff know that  bill had given gift. Beside that, I must explain clearly to customers understand if customers have any questions regarding gifts.

• Change VIP membership card: First of all, I need checking customer’s code on the temporary membership card was input into the computer or not yet. Then, I type name and code of customer to print VIP membership card for them. And writing the code in Changing VIP membership card’s report everyday.If customer have losen their membership card, they must register new card with fee 10.000 vnd. and writing the code in change plastic card's report everyday

• Announcement: promotion information, call commodity's person, find relatives for customer. When I’m announcing I need to strict, speak clearly and avoiding speaking quick or wrong.

• Changing coupon parking: each coupon parking exchange for 2000 vnd. Coupons parking just valid during the day. Each person just only change a coupon parking. I’m not allowed to exchange for lotte’s staff and security. I have to note the day on the coupon parking in order to prevent the case customer use expired coupon parking to exchange.

2. Experiment

• Be careful when input informnation and accumulating point for customer. Moreover, I must be patient, because there’re are many customer need to accumulate 20 or 30 bills at the sam time.
• I think now I’m braver than someone when I’ve communicated with all of  customers in Lotte Mart: kind, rude, cruel, gentle,… But the only thing I can do is “always smile” with customer

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LIST OF REFERENCES

CONCLUSION

I’ve completed my internship well, during the internship time, I’ve earned a lot of experiences from my job at Lotte Mart and Customer Service department. This is the first step for my future job.

I want to thanks to the manager, supervisor and staffs at Customer Service department again. Specially, the Chief Excutive Officer of Lotte Mart, Mr. Nguyen van Vuong for supporting me and gave me a chance to practice and completing well my internship.

With the shortage of experience and skill as well the limited internship time so mistakes cannot be avoided. I am expecting to receive advices from my teacher to be able to complete the report successfully.