Samsung aims to enhance its global service capabilities, particularly in repairing Galaxy smartphones. The tech giant has initiated an international push to improve repair quality and customer satisfaction. The company formalized its ‘Domestic Service Experts Overseas Dispatch’ program, sending skilled technicians to key markets to share expertise.
Samsung steps up Galaxy smartphone repairs
In July, Samsung sent a ‘Galaxy Service Expert Instructor’ to India. The expert visited eight major service centers in Delhi, Mumbai, and Noida. The focus was on sharing expertise and transferring know-how, particularly in single-piece repair methods. This advanced repair technique involves disassembling the display unit, frame, and battery, and replacing only the necessary parts. It requires high-level technical skills and specialized equipment, which Samsung is keen to proliferate.
Samsung’s efforts are not limited to hardware repairs. The company is also transferring ‘contact center operation know-how’ to improve customer consultation services globally. In February, an expert with 30 years of experience was sent to the Netherlands, followed by Japan in May and July. These experts provided consulting on customer consultation techniques tailored to each country’s unique characteristics and conducted contact center operation analysis. The result has been a significant improvement in consultation satisfaction.
The company plans to dispatch home appliance and TV service experts to the Philippines to share insights on AI-powered diagnostics and TV service modes in September 2024. Moreover, the company is optimizing contact center operations through knowledge transfer. Experts with decades of experience are refining customer consultation techniques and analyzing contact center performance in the Netherlands and Japan.
Samsung also utilizes ‘benchmarking education’
Another key aspect of Samsung’s strategy is ‘benchmarking education.’ Since the beginning of the year, corporations from 13 countries, including the US, UK, Germany, Sweden, Italy, and Poland, have visited Korea to learn service know-how. They attended sessions at the CS Academy in Suwon and Daejeon, gaining insights into Samsung’s renowned service techniques.
As Samsung continues to expand its reach, users can expect to benefit from improved repair times, higher quality workmanship, and enhanced overall satisfaction.
