Finweek English Edition - - Something Els - BENE­DICT KELLY

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.

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