LG Electronics strengthens their customer service training initiatives

  • Updated
  • 12/06/2006

New Delhi, ….., 2006: LG Electronics, the leading consumer durable player in the country, has undertaken unique training programmes to enhance their customer service network and re-iterate the company’s commitment towards it’s valued 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 centers across India, namely, Greater Noida, PuNew Delhi, ….., 2006: LG Electronics, the leading consumer durable player in the country, has undertaken unique training programmes to enhance their customer service network and re-iterate the company’s commitment towards it’s valued 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 centers across India, namely, 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, Mr. Sanjay Arora, VP Manufacturing & Customer Service, LGEIL commented, “We at LG recognize 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. The company has added another first to it’s credit by providing highly customized training to service engineers, depending on whether they are hired to service high end products or mass products. Recognizing the difference in expectations of customer who own premium LG products, the company has introduced the facility of Standby Sets, wherein a replacement of the product being taken for servicing is provided to the consumer to minimize inconvenience. LG currently has a total of 13 trainers providing training for varying durations, depending on the profile and level of the service executive, the product category for which the training is being imparted and past experience of the engineer. 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.
LG also inaugurated two very unique LG Service Malls recently in New Delhi, one in South Delhi and other in North Delhi, with an exclusive purpose to streamline and address service related concerns of LG customers as promptly and efficiently as possible. These 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 specialized service malls across the country.