Call Flow of Grace

Greeting:

Hi. Welcome To LG Customer Service. My Name Is Ghrace, How Can I Help You?

Empathy: I can imagine how hard it is for you to have issues. Don't worry, since you got me on the line, I'll help you fix this issue. May I know if this is your first time to call LG?

Account Validation:

In order for me to assist you………………..

May I have your POST CODE pls?
How about your SURNAME ? What about your PHONE NUMBER please? okay we're nearly there. MAY i have your first line of ADDRESS please? Lastly, your EMAIL ADDRESS please? Perfect!

Happy Statement:

1- “Are you happy for LG to contact you via email about our goods and services (including on product launches, special offers and future promotions). Which we think may be of interest to you?

2- “Are you happy to receive satisfaction surveys regarding any of your repair experiences via Phone, Email and SMS? click Customer Flag

I know you are frustrated right now but I'll be happy to assist you.

You are able to opt out at any time by contacting us directly, OK?”

Assurance/Acknowledge:

I understand the urgency this issue requires. Let me help you out. All we need to do is go through a few quick steps in order to resolve your concern So going back you mention that your having issue with your washer/tumble dryer/fridge. What we are going to do is to make some troubleshooting step and if the issue persist we will have to book you a technician visit.

To give you a heads-up we will be needing additional information to further assist you.

Data Gathering:

Are you at the front of the washer/tumble dryer/fridge? To get started can I have the…………… .

Where can I find that? YOU CAN FIND IT BY OPENING THE DOOR AND YOU WILL SEE A WHITE OR SILVER STICKER.

MODEL NUMBER SERIAL NUMBER DATE OF PURCHASE RETAILER

Probing Question:

Will you be able to describe where the leaking is coming? May I now when this issue Troubleshooting/Resolution:

Fridge Freezer/Too warm freezer/defrosted/ Not cooling

Normal Temperature: Fridge - -18 Degrees Freezer - -2 to -5 Degrees

Can we double check if the fridge is on, and the compressor is running and the temperature is normal. 2.Can we check if the temperature is set to -18 degrees. Normally the freezing temperature is within -18 degrees. 3.Is there any food in the air vents that blocking the air to flow 4.How long you usually open and closed the door 5.Can we check if the gasket is properly seal when the door is closed 6.Have you add a food recently 7.Is the location of your fridge have enough ventillation 8. 9.Can we also check if there is large frost build up? 10.Schedule Service
Fridge Freezer/No power

Switch on the appliance. 2.Are you using an extension to plug in your washer. 3.Can we check if the power fuse is activated 4.Can we change the fuse in the plug socket 5.Can wetry to plug other device to plug in with the same outlet 6.Schedule Service
Washing Machines/No power

Can you make sure that the washer is turn on. 2.Are you using an extension to plug in your washer 3.Can we make sure that the main fuse have power and activated 4.Is there any sign of damage with your control panel( like water damage, being hit or other liquids spilling) 5.Is there a way for you to plug in the washer to a different outlet 6.Can you try other appliances to be plug in to that outlet 7.Schedule Service
Washing Machines/Main power cut off after start

1.Can you check if the washer is connect to the correct power group. You can check the specifications in the user manual 2.Are you using an extension to plug in your washer 3.Are there other appliance that was plug in with the same outlet. 4.Is there a way for you to plug in the washer to a different outlet 5.Can we try to plug in other appliance that has the same power consumption with the washer like you tumble dryer. 6.Schedule Service

Technician Visit:

Since the issue persists, we will need to book you an appointment and you will be contacted within 2 business days for the schedule of the technician. I'll be asking you a few questions, ok??

**Corona Booking Notice*

-----YOU must ask the customer the following questions Have you or anyone in your household had to seek medical advice resulting in them being advised to self-isolate, as a result of a potential coronavirus contact?

------If YES then please ask the customer to make contact once they have been confirmed as clear from any virus symptoms.

Ask Additional Help:

Is there anything else I can help you with?

Recap/Survey Spiel:

Let's make sure I have everything that we discussed, you reported your washer/tumble dryer/fridge is . We undergo with some basic trouble shootings steps and LUCKILY WE RESOLVED THE ISSUE BY / AND IT LEADS US TO BOOK YOU AN APPOINTMENT.

CLOSING

Before I let you go . Is it okay if you stay on the line to participate on our quick push button survey about me and our interaction today? Again thank you for choosing LG. My name is Ghrace. Have a great day!