LIFE’S NOT SO GOOD
AFINWEEK reader in the Western Cape had a frustrating time obtaining information from LG’s call centre so I decided to see if I could do better. Calling LG’s contact centre you’re treated to a sterner than usual warning about calls being recorded and that you should have no expectation of confidentiality.
After selecting the option for air-conditioning I had to wait while the phone rang and was then rerouted until someone answered. The lack of a proper queuing system is very annoying, as listening to a ringing phone makes the time spent waiting feel much longer than it really is.
Once the call was answered, it wasn’t by someone who dealt with air-conditioning. But they did transfer me to the right department immediately. I got the answer I was looking for quickly and efficiently.
That said, the reader who put me on to LG had a completely different experience, being shunted from pillar to post and not being provided with the correct information in the end. The key to a great contact centre is consistency and that’s something LG clearly needs to work on.