Launch of "Home Appliance Inconvenience Inspection" and "Pre-Installation Inspection" Services
Special Training Provided for CS Masters with High Customer Satisfaction
"Advancing the 'Lifetime Customer Care' Strategy... Continuous Expansion of Services"
On June 11, Lotte Hi-Mart announced the launch of its "On-Site Consulting Service" to address customer inconveniences in using home appliances and to resolve concerns before installation.
Lotte Hi-Mart 'CS Master' visiting a customer's home to check the horizontal level of a refrigerator. Placing the refrigerator horizontally can reduce vibration and noise issues. Provided by Lotte Hi-Mart.
The On-Site Consulting Service is divided into two main categories. The "Home Appliance Inconvenience Inspection Service" checks and resolves issues that may arise while using appliances, while the "Pre-Installation Inspection Service" verifies in advance whether large appliances can be installed and recommends suitable products.
To enhance service quality, Lotte Hi-Mart has provided special training to its "CS Masters"?Lotte Hi-Mart's delivery and installation experts with high customer satisfaction?so they can serve as on-site consultants. The service is offered for a fee. The "Home Appliance Inconvenience Inspection Service" costs 15,000 won, and the "Pre-Installation Inspection Service" costs between 15,000 and 25,000 won.
The Home Appliance Inconvenience Inspection Service is useful when customers experience unexpected issues while using their appliances. For example, if a TV suddenly stops working due to a malfunctioning remote control or unstable connection with a set-top box or other peripheral devices, if a washing machine is not level and causes excessive vibration and noise, or if a refrigerator door does not close properly or the temperature setting is incorrect, an expert will visit in person to resolve these issues. If the cause is something simple, such as an operational error, it will be resolved on the spot. If the inspection reveals a malfunction, the expert will also handle the after-sales service request with the respective brand on behalf of the customer.
The Pre-Installation Inspection Service helps customers address concerns before purchasing appliances for installation. Through an expert visit, the installation space can be checked in advance to determine if the desired appliance can be installed. If the environment is not suitable for the desired product, the expert will recommend specifications and models that fit the space. This helps prevent inconvenience after purchase, such as being unable to install the appliance, and avoids confusion caused by unexpected additional costs.
Lotte Hi-Mart believes this service will be especially useful for seniors who live apart from their children. In fact, during a pilot operation of the service at about 80 stores in the Yeongnam region for about a month starting at the end of April, most users were found to be in their 50s or older. Many of these customers experienced inconvenience because they did not know the cause of appliance problems.
Lotte Hi-Mart plans to further advance its "Lifetime Customer Care" strategy by providing care services that go beyond simply selling products and take into account the customer's usage environment and circumstances. Shin Hyunchae, head of Lotte Hi-Mart's SCM division, said, "We will continue to expand services that resolve various concerns and inconveniences experienced by customers before and after purchase, thereby strengthening Lotte Hi-Mart's unique 'Lifetime Customer Care' strategy."
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