XII Annual Consumer Rights and Quality of Service Awards in the Retail Services category in the Warranty and Service category. Home appliances and electronics” was awarded to the service department of LG Electronics.
LG Electronics service department project “Customer – #1, personalized customer care” was awarded.
For quick and productive interaction in the chain “Manufacturer – User” in LG on the basis of service department have created a separate structure that is responsible for receiving, processing and analysis of incoming calls, and have developed a phased algorithm of work.
The main objective is to resolve situations encountered by appliance users as quickly as possible and to maintain customer loyalty to the company.
Consumer feedback is collected from a variety of channels:
- Immediate response to incoming calls hotline, website, social networks ,
- proactive processing of comments and feedback from customers on the Internet key aggregators of the Runet like I.Marketplace, sites of the largest dealer networks .
Regularly analyzing all the incoming calls the company promptly finds “pain points” and not only solves the individual problems of customers, but also strives to correct systemic deficiencies in various internal processes.
The ultimate goal of the claims department is to resolve customer issues as quickly as possible.
The first answer the client should get within 2 hours after the request. And a full response about the inconvenience – within 5 days.
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The company puts a special emphasis on the development of a new type of structure, which is able to shape the future development strategy based on the information obtained,
– notes Sergey Sokolan, LG service department director. –
The first step in dealing with customer complaints is to reach an understanding with the customer. The main purpose of the work is to take care of all the inconveniences that LG technique owners may have. We take care to listen to the voice of the customer from the perspective of the consumer, and carefully analyze every possible inconvenience on the customer journey “search → purchase → use → repair → satisfaction with use → re-purchase
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Which appliances typically have the best warranty service?
Which appliances have the best warranty service?
“Can anyone recommend appliances with exceptional warranty service? I’m looking to invest in long-lasting appliances, and it would be great if they come with reliable warranty coverage. Any suggestions or personal experiences to share?”
Some brands known for exceptional warranty service include LG, Samsung, and Maytag. LG offers a 10-year warranty on some of their appliances, while Samsung provides a 5-year warranty on their major appliances. Maytag is also renowned for their dependable warranty coverage. However, it’s always a good idea to do thorough research, read customer reviews, and compare warranty terms before making a purchase. Personal experiences may vary, so it’s helpful to consult friends or family members who have had positive experiences with specific brands.