- LG H&H Co., Ltd. CEO and Vice Chairman :
- Suk Cha
- Business License Registration No. :
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LG H&H operates the integrated call center to identify and respond to complaints, questions, and suggestions about products and services of the company. In addition, the company shares customers’ opinions, reactions, and demands collected by offline store staff, who deal with customers in person, on the internal network in real-time. The quality department monitors these opinions, preemptively identifies drawbacks of products, and utilizes them in finding solutions, minimizing complaints from customers.
As part of our activities to lower the customer complaint rate, we run the regular VOC monitoring system, conduct post management to prevent the recurrence of issues, highlight issues related to key product quality, and carry out activities for improvement. In addition, we find frequent cases based on the customer complaint analysis, and promote the preventive campaign and distribute management guidelines. To prevent claims, we also analyze the previous trend in complaints and find out what to do for quality improvement this requires management and assigning the appropriate priority depending on the timing. We distribute relevant training materials in advance to increase employee awareness. Our quality committee holds regular meetings to maintain a close cooperative relationship with relevant departments to identify and address quality issues.
We implement a system to support employees to explore quality innovation projects aimed at securing continuous competitive advantages in quality and provide rewards for successful performances. We also invite external professional consultants to provide the progress analysis and solutions in each stage in a collective training program to employees participating in such projects.