Samsung is looking to improve its global service capabilities, especially in repairing Galaxy smartphones. The tech giant has launched an international initiative to improve repair quality and customer satisfaction. The company formalized its Domestic Service Experts Overseas Dispatch program, which sends qualified technicians to key markets to share their expertise.
Samsung intensifies repairs for Galaxy smartphones
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, especially in single-part repair methods. This advanced repair technique involves disassembling the display assembly, frame and battery and replacing only the necessary parts. It requires sophisticated technical skills and special equipment, which Samsung is keen to spread further.
Samsung’s efforts are not limited to hardware repairs. The company also shares know-how on contact center operations to improve customer service around the world. In February, an expert with 30 years of experience was sent to the Netherlands, followed by a visit to Japan in May and July. These experts advised customers on consulting techniques tailored to the specifics of each country and conducted analyses of contact center operations. The result was a significant improvement in customer service satisfaction.
The company plans to send home appliance and TV service experts to the Philippines in September 2024 to provide insights on AI-powered diagnostics and TV service modes. In addition, the company optimizes contact center operations through knowledge transfer. Experts with decades of experience refine customer service techniques and analyze the performance of contact centers in the Netherlands and Japan.
Samsung also uses “benchmarking training”
Another important aspect of Samsung’s strategy is “benchmarking education.” Since the beginning of the year, companies 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 and gained insight into Samsung’s renowned service techniques.
As Samsung continues to expand its reach, users can expect improved repair times, higher build quality, and greater overall satisfaction.
