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Samsung aug28

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by

Prezi Training

on 28 August 2014

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Transcript of Samsung aug28

8 hour refresher training every month
Customer service skills more important than technical knowledge
UK headcount has
increased 22%
to 1,500
£3 billion
revenue and growing

Plus
copiers, cameras and home appliances
No 1 name
for smartphones,
tablets and
TVs
Daily performance
checks
Tripling induction
to 3 weeks
EMPATHY is
everything
Innovation
Insight
Improvements in interactive voice response
(IVR) systems
Delivering SATISFACTION more quickly and more easily for
CUSTOMERS
ENGAGING OUR TEAM
Remote
device management
The same world class service for all
Samsung brand ranked
8th in the world
Samsung Electronics UK
OUR LEADERSHIP STRATEGY
One team, one dream
NATIONAL
BUSINESS
AWARDS UK
SAMSUNG ELECTRONICS UK
at
Excellence in service
Smart service for smart products
INNOVATION
ETHICS
Smart products
Aiming to be in TOP 5
1
2
3
4
5
– plus a real commitment to improving opportunities
Lucid CX
Cyberservice
image
Quality monitoring & team development
Action plans
Empathy focused training
Insight analysis
of every interaction
Doubled intensity of quality monitoring
21% increase in satisfaction over time taken to resolve customer contacts
60% increase in calls resolved at first contact
(55% in January 2013 to 88%)
274% improvement in Net Promoter Score
(+19 in January 2013 to +72 )
36% rise in overall customer satisfaction
(67% in January 2013 to 91%)
30% fall in customer effort
(2.96 in May 2013 to 2.08)
(75% in January 2013 to 91%)
Full transcript