Chairman Han Sang-hyuk of the Korea Communications Commission Encourages LGU+ Customer Service Representatives

Hansanghyuk, Chairman of the Korea Communications Commission (right), visited the LG Uplus Seoul Customer Center on the 22nd, having lunch and conversing with the counselors.
[Photo by Korea Communications Commission]

[Asia Economy Reporter Kim Heung-soon] Han Sang-hyuk, Chairman of the Korea Communications Commission, visited the LG Uplus Seoul Customer Center on the morning of the 22nd ahead of the Lunar New Year holiday to directly listen to the status of complaint handling and customer consultations, and encouraged the counselors.

Chairman Han held a luncheon meeting with the counselors in the cafeteria during the extended lunch break, saying, "I hope that the inconvenience to customers will be minimized, and that counselors' rest will be guaranteed, welfare facilities expanded, and work-life balance achieved." He also urged the management to "make efforts to eradicate the coercion of counselors to defend against contract cancellations and to ensure that users' rights to choose telecommunication services are prioritized."

He also inspected the customer center's operation status after the suspension of "specialized consultation services during lunch hours (such as subscription and cancellation consultations)" implemented from July 1 last year, and reviewed welfare facilities such as mental health facilities, educational facilities, and rest areas in relation to the extended lunch hour operation and user inconvenience.

The Korea Communications Commission issued corrective orders and imposed fines twice in 2018 and 2019 against telecommunication companies' acts of forcing counselors to defend against cancellations of wired services, which placed performance burdens on cancellation-related counselors. To fundamentally block marketing at the cancellation stage, a "bundled product one-stop switching system," which processes subscription and cancellation simultaneously with a single application, will be introduced and implemented from July.

The Commission stated, "Once the system is implemented, it is expected to block marketing activities by existing providers at the time of cancellation, thereby alleviating user inconvenience and reducing the psychological burden on counselors."