Eurogan and Extraction Unit Replacement, Including Additional Internal and External Cleaning Services Provided
Coway (CEO Seo Jang-won) announced on the 7th that it will expand its ‘Total Care Service’ to all products next year as the importance of water purifier hygiene grows.
Currently, Coway’s Total Care Service for water purifiers is provided for some products, but starting from January next year, it will be applied to all water purifiers. Customers who have rented a Coway water purifier for more than 36 months and wish to receive the Total Care Service can apply through the Coway Customer Center and receive the service once free of charge during the rental period.
In August 2022, Coway established the Total Care Service Center, a specialized organization that provides services focused on water purifier hygiene. Experts called QMs (Quality Managers) are selected and trained here to enhance water purifier hygiene. QMs manage both the internal and external hygiene of the product once free of charge during the rental period for customers who have rented a water purifier for more than 36 months and request the service.
Currently, about 80 QMs are affiliated with Coway’s Total Care Service Center nationwide. Generally, when renting a water purifier, regular maintenance services are provided by coordinators according to inspection cycles. These services include filter replacement, tank sterilization and inspection, and external outlet inspection. Additionally, Coway’s differentiated service, the Total Care Service, which is provided as an extra customer service, includes replacement of the internal water flow pipes and extraction parts, as well as internal and external cleaning, allowing customers to use the water purifier with greater confidence. Furthermore, parts not directly related to drinking water, such as heat sinks and rear fans, are also cleaned to prevent malfunctions by removing dust accumulated over long-term use.
Coway stated that their QMs are deployed on-site with expertise gained through systematic training, resulting in high customer satisfaction. To develop their capabilities, skills, and service mindset, QMs undergo about three months of thorough training and testing in areas such as product understanding, hygiene service techniques, fault diagnosis and AS prevention, customer response, and service mindset before they can serve customers on-site. Additionally, a periodic service certification system is implemented to assign appropriate tasks according to their level, which enhances work efficiency.
A Coway representative said, "Customer satisfaction has greatly increased by providing the additional Total Care Service on top of the coordinators’ regular maintenance services. Since hygiene is fundamental to water purifiers, we will continue to do our best to expand systematic hygiene services so that customers using Coway water purifiers can trust and use them with confidence."
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