LG to strengthen customer service 

By : |June 29, 2006 0



NEW DELHI: LG Electronics has undertaken training
programmes to enhance their customer service network and re-iterate the
company’s commitment towards its customers.

Through these initiatives LG aims to set new benchmarks in customer service,
enhance brand credibility and eventually increase customer base.

The highlight of LG’s training module is its focus on the technical and
behavioral aspects, over and above the field training itself. LG has set up 4
training centres across India: Greater Noida, Pune, Chennai and Kolkata to train
engineers and plans to spend a considerable sum of Rs 12.4 million annually on
training.

Speaking on the importance of customer service training, Sanjay Arora, VP
manufacturing and customer service, LGEIL, said, “We at LG recognise that
customer delight and satisfaction are crucial factors determining the growth
trajectory of a company and give it a competitive edge. This knowledge has
prompted us to streamline our customer service efforts and adopt various
training modules.”

In keeping with this vision, LG has started the concept of doorstep training
program, wherein the chief trainer from LG goes out in the field to train
service engineers on different levels.

LG currently has a total of 13 trainers providing training for varying
durations. The engineers are evaluated periodically by the training academy at
LG. Till April 2006 LG had been providing 2 “mandays” of training to each
engineer. By end of the year 2006, the aim is to achieve 6 “mandays” of
training to each engineer in case of customer service.

The LG service malls inaugurated in New Delhi are one-stop shops established to
cater to servicing issues arising in any of the products under the LG portfolio,
which double up as a training ground for service engineers as well. LG plans to
invest Rs 25 million in 2006 — 07 for setting up more of these specialised
service malls across the country.

© CyberMedia News

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