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Increasing customer satisfaction with skilled customer service agent & technicians

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In recent years, the idea of the customer experience (CX) has gained prominence in the media, in academia, and across a range of industries. Several businesses have even changed the names of their divisions to reflect the phrase. This is to be expected given that, as we’ve seen over the past few years, delivering a high-quality CX has become essential to an organization’s capacity to succeed and expand.

Good service is one of the most crucial variables that affects customer happiness and loyalty, and it’s a crucial part of a brand’s reputation, especially in the last mile of a customer’s journey, as anybody who has dealt with customers will confirm. But, with the pressure to attract new consumers in today’s fiercely competitive market, it can be difficult to ensure that existing clients are well-cared for.

The key to developing unique CXs that produce priceless memories when interacting with a company or purchasing a product is to fully comprehend client wants remarked Park Kyeong-Taek, Head of Service, LG Electronics West African Operations. “Regardless of their cultural or geographic origins, LG’s products are designed to connect and empower individuals from all walks of life.

“As a result, we have discovered through our journey that satisfying the demands of our clients requires an understanding of cultural diversity. Our ability to design products that both meet and surpass the expectations of our varied consumer base has improved as a result of this,” he claimed.

Most businesses consider touchpoints-the distinct transactions through which customers engage with various aspects of the company and its offerings-when they concentrate on the customer experience. It displays structure and responsibility and is fairly simple to include into operations.

Businesses try to make sure that whenever customers encounter with their product, customer service, sales personnel, or marketing materials, they will be satisfied with the experience. But, this compartmentalized attention to specific touchpoints ignores the bigger-and more significant-picture, which is the customer’s whole experience. You can only start to grasp how to meaningfully increase performance by considering the customer’s experience through his or her own eyes-along the entire trip taken.

“Customer cover a wide range of activities that take place before, during, and following an interaction with a product or service. Journeys can be long, stretching across multiple channels and touchpoints, and often lasting days or weeks. Taking a long period of time to repair a product or awaiting parts for such products, even a product that is obsolete. We’ve discovered that organisations that fail to appreciate the context of these situations and manage the cross-functional, end-to-end experiences that shape the customer’s view of the business can prompt a downpour of negative consequences, from customer defection and dramatically higher call volumes to lost sales and lower employee morale.

In contrast, LG service offers the finest experience for the customer throughout the entire process to increase customer satisfaction, improve sales and retention, reduce end-to-end service cost, and strengthen employee satisfaction.

“From LG Customer perspective, our service has been appreciated right from the start of customer’s need either walk-in or online to the last mile. The touchpoints of our customer’s journey are based on the following approach, sales, marketing, product and customer service.

“Most often than not, all customers during sales are briefed with the Insurance policy on LG products. Every customer can attest to the fact that it is the best decision while purchasing a new product, as it offers customers cover against fire and accidental damage to electronics purchased from any of their outlets. To avail this cover, the customer has to pay only 3 per cent of the product cost as Insurance premium, which is charged at the point of purchasing the product. At the time of repair or replacement of damaged item, 20 per cent cost will be borne by the customer while Zenith Insurance will cover the remaining 80 per cent.

LG approach towards Marketing ensures customers are provided constantly with how-to tip & tips, video tutorials and manuals on social media on how products are being maintained and cleaned.

Any manufacturer’s product warranty has limits and generally only applies to the original purchaser. LG Product comes with 2 & 10-year warranty on product and compressor respectively. LG Electronics guarantees free repair service to its products within the warranty period through its Authorized Service Centers. The warranty covers only the defaults, manufacturing or quality problems. Any damage link to external factors such as: Bad manipulations, in case of fire, lightning, improper use, unstable voltage or any act of God is not covered under warranty.

LG is well known for its home appliances and entertainment products. From televisions and audio to air conditioners and Refrigerators to washers and dryers, many households across the country have LG products scattered throughout their homes.

Whether you have questions about a specific product, your warranty, or have another reason to contact LG Customer Service, it comes easy as steps have been taken to make your journey as relaxed as possible. There are a few different ways you can contact LG customer service and whenever you contact them directly, it is always important that you have any pertinent information readily available–this could include your personal information, receipts, warranty information, product serial numbers, phone numbers, etc. Having information available for customer service makes it easier to look into your account to answer questions.

No matter how effectively a business is handled or how excellent you think its products are, problems are inevitably going to arise. Going through the appropriate customer support channels can frequently help you resolve issues with an LG product, warranty, or other services. Or at the very least inform the business of any problems that need to be fixed.

Customer care representatives of LG can be reached at a toll-free number, 080098115454, from Monday through Saturday. They can also be accessed for Whatsapp chat at 08058899908 to quickly resolve issues.

Any LG appliance repairs can be carried out swiftly and easily by skilled technicians. No matter if you select carry in or in-home service, you can rely on product repairs to be completed in 24 to 48 hours.

To know more about LG Service, kindly visit https://www.lg.com/africa/support to get the necessary information you need.

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FG to prioritise satellite technology to advance national dev’t – Keyamo

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The Federal Government says it will fully utilise potentials of the satellite technology by harnessing its benefits to advance national development.

Mr Festus Keyamo, Minister of Aviation and Aerospace Technology, stated this at the inauguration of the 28th Meeting of the AFI Satellite Network Management Committee (SNMC), on Monday in Abuja.

According to Keyamo, satellite technology offers myriad of solutions to address complex needs of the nation’s aviation sector from enhancing air traffic management systems to improving weather forecasting capabilities.

“By leveraging these capabilities; we can enhance safety, increase efficiency, and unlock new avenues for growth and prosperity. I stand before you with a deep appreciation for the transformative power of satellite technology.

“In a world that is increasingly interconnected, satellite networks serve as the backbone of modern aviation, enabling safer, more efficient and more sustainable air travel.

“The Federal Government of Nigeria has set for itself priority areas for the transformation of the nation. These priority areas are focused on improved livelihood, economic outcomes, harnessing human resources and fairer and safer playing field,” Keyamo said.

He said that aviation has been identified as an enabler of growth, considering its role as a catalyst for economic growth and security of the nation as regards its benefits.

The ministry, he said, launched an ambitious agenda to develop the aviation and aerospace sector in the country.

According to him, the ministry aims to create a safe, efficient, and sustainable aviation system that supports economic growth, job creation and national security.

“Our strategy includes – modernising our airports and air navigation infrastructure; developing a robust aviation safety and security framework, encouraging private sector investment in the sector, building a skilled workforce and promoting research and development.

“In order to achieve our goal, we have recognised the pivotal role satellite technology is to play. The ongoing AIS Automation project, that is to provide AMHS to our ATM system, relies on the VSAT network.

“Nigeria is also upgrading its multiplexers to NETPERFORMER in accordance with Conclusion 27/04 of the 27th SNMC meeting held in Accra in 2019″.

The minister said the effort was part of various projects aimed at improving safety and efficiency of aviation in the country that were highly dependent on satellite technologies.

According to him, the committee’s role is vital in promoting the development and use of satellite technology in the aviation sector to ensure safe and efficient management of satellite networks in the region.

“I urge you all to continue working together to harness the full potential of AFISNET. Let us collaborate by coming up with network concepts and topologies that will assist in achieving relevant ATM operational requirements;

“Also ensuring the continuous operation of AFISNET to meet the AFI and global CNS/ATM plans; addressing the challenges of spectrum management and interference; promoting international cooperation and knowledge sharing.

“Also by deciding on the type and level of service to be provided by the network,” he said.

Keyamo said commitment to harnessing the power of satellite networks was for convenience and a strategic imperative that underpinned collective aspirations for economic growth, social development, and global competitiveness.

He urged members of the committee to forge a cohesive and resilient satellite network ecosystem that would empower the aviation industry to soar to new heights.

This, he said, required effort to enhance collaboration among stakeholders, leverage emerging technologies to prioritise investment in infrastructure and capacity building.

“Moreover, we are steadfast in our commitment to sustainability and environmental stewardship. The aviation sector has a responsibility to minimise its carbon footprint and mitigate the impact of its operations on our planet.

“Satellite technology presents us with opportunities to optimise flight paths, improve fuel efficiency, and reduce emissions, thereby advancing our goals for a greener and more sustainable future,” he said.

Keyamo said the decisions, conclusions and recommendations of the meeting would form part of the agenda of creating a safe, efficient and sustainable aviation system that supported economic growth, job creation and national security.

Also speaking, Mr Farouk Umar,  Managing Director, Nigerian Airspace Management Agency (NAMA), said the committee had consistently prioritised development and implementation of cutting-edge aeronautical satellite communication technologies, enhanced inter-regional integration and interoperability.

According to him, the proactive efforts of the SNMC have directly contributed to the seamless transfer of air traffic within the AFI (Africa-Indian Ocean) Flight Information Regions (FIRs).

“By leveraging modern satellite communication solutions, the SNMC has played a pivotal role in optimising air navigation procedures and enhancing overall safety standards.

“Furthermore, the SNMC’s initiatives have fostered a collaborative environment that promotes effective coordination among aviation stakeholders within and beyond the AFI region.

“This collaborative approach has led to streamlined operational processes, reduced communication latency, and enhanced situational awareness for air traffic controllers and pilots alike,” he added.

He said the SNMC’s unwavering dedication to innovation and collaboration had elevated the quality of aeronautical communication.

“It has also significantly contributed to the continuous improvement of air navigation safety within the AFI Flight Information Regions”.

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Girls in ICT day: Airtel hosts interactive knowledge session for secondary school

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As part of its commitment to empowering and mentoring women to become global leaders while breaking stereotypes and closing gender gaps, the Airtel Women Network, a platform comprising female employees of Airtel Nigeria, welcomed girls from Airtel’s adopted school, Alaba Oro Comprehensive Senior High School, Ajegunle,, to commemorate International Day of Girls in ICT on Monday, 29th April 2024.

Led by the telco’s IT Director, Kemi Ariyo, the session emphasised the need for the rise of influential female role models in driving progress within Science, Technology, Engineering, and Mathematics (STEM) careers. It also served as an avenue to inspire young girls about the vast opportunities within the Information and Communication Technology (ICT) field.

During the session, Director of Enterprise and Airtel Business and President of the Airtel Women Network, Ogo Ofomata, shared insights on the significance of the 2024 commemoration with the students.

“Leadership entails leading yourself to do the things you have to do. With regard to the theme of this year’s International Girls in ICT Day, which is Leadership, our goal is to empower young girls and women to become programmers, coders, designers and to pursue careers in the ICT sector, ultimately becoming leaders in the IT sector,” she said.

The highlight of the event was a thought-provoking session led by Kemi Ariyo, IT Director at Airtel Nigeria, emphasising the importance of technological knowledge in addressing various global challenges.

In her words, “The world revolves around technology and everything we do today has to do with technology. You can get into that space by adopting hard work, smart work, and an active involvement in internship programs. In addition, just as technology can be used in music and other sectors, learning technology can help you achieve your goals of problem- solving in this digital age.”

Also speaking at the event, Chief Financial Officer, Airtel Nigeria, Phanindra Nichanametla restated Airtel’s tagline ‘A Reason to Imagine,’ reassuring the students of Airtel’s commitment to encouraging positive imagination.

“A very important note to take home from this event is that Airtel is here to change your imagination and give you opportunities to imagine more,” he said.

Airtel remains committed to promoting initiatives that promote gender equality and diversity in the workplace. By investing in the education and empowerment of young girls in ICT, Airtel Nigeria continues to pave the way for a more inclusive and prosperous future in the world of technology.

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NIPOST cracks down on illegal courier/operators in Abuja

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By Blessing Emmanuel, Abuja

In a bid to restore integrity and order to Nigeria’s postal and courier industry, the Courier and Logistics Regulatory Department (CLRD) of the Nigerian Postal Service (NIPOST) has embarked on a vigorous clampdown operation targeting illegal courier service and logistics operators in Abuja.

Speaking with NewsDirect correspondent, Shonde G. Dotun, the General Manager of CLRD, on Friday, 3rd May, after the clampdown, shed more light on the motivations behind the enforcement and the challenges faced in the process.

Dotun began by emphasising the necessity of enforcing Section 43 of the NIPOST Act, which mandates all express service operators, delivery service providers, dispatch operators, and postal logistics companies to obtain a license from NIPOST before commencing operations.

He highlighted the rampant disregard for this regulation, with many operators venturing into the business without proper licensing, leading to a proliferation of unlicensed and illegal courier and logistics services across the country.

“The enforcement/clampdown operation has come to stay,” Dotun declared emphatically.

He outlined several reasons driving this decisive action, including the prevalence of unethical practices such as price undercutting, pilfering, damages, and dumping of customers’ items. Dotun expressed concern over the mounting public complaints regarding customer exploitation and the carriage of illicit drugs and prohibited items, posing grave threats to public safety and security.

Moreover, the issue of overloading and exceeding the stipulated weight limit of fifty kilograms further compounded the challenges faced by the industry, eliciting public disdain and eroding trust in the profession. Dotun emphasised that such practices not only tarnish the reputation of the postal sector but also contravene global best practices and international conventions.

Dotun underscored the importance of private investors adhering to due process and obtaining operating licenses from NIPOST to avoid facing the full wrath of the law. He reiterated the department’s commitment to prosecuting offenders and ensuring strict adherence to regulatory requirements.

 Offenders caught operating without a license are apprehended and handed over to the police for prosecution, as it is deemed a crime against the state.

On the aspect of awareness and sensitisation, Dotun acknowledged NIPOST’s efforts in educating the public through various channels, including radio and TV stations. However, he lamented the lax attitude of some individuals who fail to conduct proper research and due diligence before venturing into the business space, resulting in legal repercussions.

In closing, Dotun urged prospective investors to visit the NIPOST portal @https://cird.nipost.gov.ng for comprehensive information on licensing requirements and regulations governing the postal and courier industry. He stressed the importance of compliance with regulatory standards to ensure the sustainability and credibility of businesses in the sector.

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