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.
LGEIL has achieved a turnover
of Rs 7500 crore in 2005. LGEIL's first manufacturing unit at Greater Noida
is one of the most eco-friendly units among all LG manufacturing plants
in the world. The new and second Greenfield facility of LG Electronics
India located at Ranjangaon, Pune has the capacity to manufacture GSM Mobile
Phones. Color Televisions, Air Conditioners, Refrigerators, Washing Machines,
Microwave Ovens and Color Monitors .This is India's first mobile phone
manufacturing unit.