Jo Ju-wan, President of LG Electronics, Visited Customer's Home to Check Air Conditioner Service

Hongdae Station Service Center, Mapo and Seodaemun-gu On-site Service
"The Start and End of Customer Experience Innovation is Finding the 'Customer Touchpoint'"

LG Electronics announced on the 18th that CEO Jo Joo-wan personally visited customers' homes with engineers on the 16th to conduct service inspections during the summer peak season.

On the morning of the 16th, CEO Jo visited the Hongdae Station Service Center in Seoul. The center is responsible for the Mapo-gu and Seodaemun-gu districts. He inspected the preparations for the peak season from June to August and instructed the team to proactively respond to customer inconveniences.

He first checked measures to reduce customer waiting times. He reviewed the status of securing special support personnel in areas with high service requests and the immediate support system from service managers in adjacent areas. He also inspected the manual for natural disasters such as heatwaves and heavy rain.

Additionally, he visited customers' homes who had requested refrigerator and air conditioner repairs together with engineers to listen to their feedback. After completing the on-site service, CEO Jo said, "With the sudden rise in heat and humidity, I am concerned about how much worry our customers must have had," and added, "Please continue to do your best to minimize service delays."

Since March, LG Electronics has been providing a pre-inspection service for air conditioners for two months. Engineers visit homes to inspect air conditioners without charging inspection or travel fees. The number of pre-inspections conducted this year is about three times higher than last year.

Jo Joo-wan, President of LG Electronics (left), is seen going to a customer's home to provide on-site service as part of the summer peak season service inspection.
[Photo by LG Electronics]

After the site visit, CEO Jo held a meeting with service managers to gather ideas for providing more efficient service. He said, "Service managers are the symbol of LG Electronics' service, making customers smile from the closest distance," and added, "The company will continue to find various ways to keep you smiling."

At CES 2023 in Las Vegas, USA, in January, CEO Jo stated, "The beginning and end of all innovation is the customer." Since then, he has visited various customer contact points. In March, he visited Hi-Tele Service to meet with consultation consultants. He also encouraged the introduction of initiatives such as the 'balance work system,' where employees work three weeks from home and one week in the office, and activities supporting communication among employees.

LG Electronics plans to continue executive on-site service inspections. CEO Jo said, "True customer experience innovation begins with listening to the customer's voice and is completed when the customer smiles," and added, "We will take our customers' valuable voices as opportunities for customer experience innovation."

This content was produced with the assistance of AI translation services.