소비자전문상담사 1급자격제도 개선방안 연구 - 기업 소비자상담사의 심층면접을 중심으로

Abstract

The study investigated the trends of taking the exam of the national certificated 1st degree of consumer-specialized counseling and suggested the directions for improving consumer-specialized counseling examination system. In particular, the purpose of this study was to examine the trends of taking the exam of the national certificated consumer-specialized counseling, and related characteristics and searching the directions for improving 1st degree of consumer-specialized counseling examination system. To achieve the purpose of this study effectively, this study interviewed consumer counselors in firm who took the exam of the national certificated consumer- specialized counseling. The major results from interviewing were summarized as follows. The first, most of counselors stressed the lower rate of pass for the exam caused counselor’s lower interests and incentives for the exam and finally resulted in the lower usage of the certificates. The second, it is necessary to insert real tasks of counselors’ into the exam and the guideline for exam. For example, the area of protection of personal information, the issues of excessive complaining consumers and emotional-labor had to be included in the exam and the guideline for exam. The third, it was suggested that the style of exam, the exam subject of advanced counseling had to be converted from academic writing exam to stressing real work experiences, exemption for the exam, or replacing to verbal exam. For example, it is possible to be exempted or had verbal exam who had plentiful education relating counseling work, had experience presentation in conference related in consumer areas or published paper to journal relating consumer area, had experience of volunteer working relating consumer area. The forth, it is suggested to change the regulations strictly in the Consumer Basic Act, firms should employ counselors who had the national certificated 1st degree of consumer-specialized counseling mandatory in order to vitalize the program of national certificated 1st degree of consumer-specialized counseling. In addition, it is necessary to have various work to advertise the program of national certificated 1st degree of consumer-specialized counseling and to give incentives and supporting for their counselors who obtained the certificates.