Samsung Electronics has strengthened its customer service network with the launch of its sixth state of the art branded Customer Service Plaza in Hyderabad. After Delhi, Mumbai, Pune, Noida and Chennai, the addition of the new center has moved the total number of Samsung’s flagship Customer Service Plazas tosix. Samsung has developed one of the biggest customer service networks with 2,800 service points, reaching out to customers in different corners of India. With 24×7 hours call center operations and more than 10,000 trained experts; the innovative concept aims to deliver best in class after-sales service exclusively for Samsung customers.
Speaking about Samsung’s customer service network, Mr. B.D. Park, President & CEO, Samsung South West Asia, said: “Samsung’s biggest strength is customer-centricity and we are continuously innovating to meet the requirements of our customers. The launch of the innovative Customer Service Plazas and our strong customer service network is a testimony of our commitment to our customers. Our innovative service delivery model will enable us to deliver customer delight at each step and further drive brand loyalty.”
Samsung has been working on its service touch points enhancement with 20 branded customer service plazas and more than 800 branded mobile service plazas across India. The services are supported by a network of nearly 50 parts warehouses and 4 world-class training academies. All centers in the service network operate on Samsung’s standard look & feel and work processes.
The Flagship Customer Service Plaza is another step towards setting new customer service standards and offering services for the entire product range under one roof, including specialized zones for product demonstrations, customer interactions and face-to-face service for handheld devices. Face-to-face service is an interactive repair facility for personalized repair in front of the customer thereby ensuring complete transparency in terms of repair charges and parts replacement. The Service plaza offers same day repair for mobile handsets or else a standby set support if not repaired in the same day. A rigorous service tracking process is followed to track each and every call to ensure “First time fix”. These Customer Service Plazas will be operational 7 days a week from 10am to 8pm.
Understanding the value of the customer’s time and to make after sales service easily accessible to all customers, Samsung now also offers remote support through 3G technology for Smartphones and Smart TVs. Additionally, a pick and drop facility is also available for select flagship Smartphone models.
Samsung is continuously working towards innovative customer service with new initiatives and programs, focusing on enhancing overall customer experience, infrastructure enhancement and premium service deliveries. The customer service plazas also take environment friendly steps to curb e-waste by recycling products with their STAR program (Samsung Take-back and Recycling program).
In order to provide youth with the vocational skills that make them readily employable, Samsung India and the Government of West Bengal recently signed a Memorandum of Understanding (MoU) to set up four Samsung Technical Schools in Industrial Training Institutes (ITIs) across the state. Similarly, the company has also partnered with the Ministry of Micro, Small & Medium Enterprises (MSME) to set up Technical Schools in MSME Technology Centres across India.