LG Electronics совершенствует структуру системы обслуживания и реализует стратегию улучшения выездного ремонта

For the seventh consecutive year, LG Electronics' service department has received the "Consumer Rights and Service Quality" award in the "Retail" segment, in the category of "Warranty and After-Sales Service." This year, the LG Electronics service department's project, "Creating an In-House Network of On-Site Engineers Based on Dedicated Authorized Service Centers," was honored with a high award from experts and respected consumers.

In conjunction with the Customer On-Site Request Scheduling Management, introduced last year, the organization of an on-site engineer service in cities with a population of one million or more and other large cities has reduced waiting times and repair times for consumers by approximately 2 times. Currently, there are 38 mobile engineers working in 18 cities in Russia and Belarus. Further expansion of the network is planned through the training of additional staff and telecommunications coverage.

The engineers have undergone additional special training and can perform complex repairs at home. If questions arise regarding the repair or the availability of spare parts, the engineer can contact the technical department online via Telegram channel and receive the necessary assistance.

“The uniqueness of such consultations lies in the fact that, in the case of complex defects, the technical support engineer can identify the malfunction via video and assist the on-site engineer in carrying out component repairs if necessary. All of this saves both time and money for the consumer,” comments Sergey Sokolan, Director of the Service Department at LG Electronics in Russia.

In addition, the Service Department received the "Consumer Choice" award based on user evaluations from ROMIR research. 300 people participated in the survey, and the rating was 4.78 (on a 5-point scale).

The main goal of the division is to make it as easy as possible to schedule an on-site repair and ensure that the repair is carried out in a timely manner. Previously, a technician might have needed to make several visits to conduct additional consultations with a technical specialist based on the fault report and to select the necessary spare parts. Now, this is not necessary, as modern means of communication and proprietary software developments are used.

Every year, the event supports the most successful projects aimed at improving service quality, establishing successful communication with customers, and increasing their loyalty. Traditionally, the final of the award is held annually as part of the forum "Improving the Quality of Products and Services: Innovations, Prospects and Solutions," which brings together leaders of Russian and international companies.