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SAMSUNG - One team, one dream

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Prezi Training

on 28 August 2014

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Transcript of SAMSUNG - One team, one dream

ETHICS
COSTUMER FOCUS
GROWTH
LEADERSHIP
INNOVATION
STAFF
ENGAG
EMENT

FINANCIAL
PERFORM
ANCE

GROWTH
Strong year-on-year growth since 1938 worldwide.
Quality of our products,
quality of our service.
to be one of
world’s top5 brands

GOAL
having customers who are
customers for life
by
LEADERSHIP
COSTUMER FOCUS
FINANCIAL PERFORMANCE
ETHICS
Achievements
Increased customer satisfaction by 300%
Changed location and transferred contact centre provider.
Increased first call resolution.
Transforming service in January 2013.
INNOVATION
Question at the
end of every call
Lucid, a full 3d product
emulator and simulator
One touch booking
Remote device management
Cyberservice
STAFF ENGAGEMENT
Focus of training & recruitment
Empathy & soft skill training
Quality monitoring and mentoring
Doubled training time
Tripled refresher training time
Surveys & analysis
Performance is analysed:
politeness,
speed of service,
introduction of technology.
in customer loyalty
Improvements in service
More than
£40 billion Investment
in new products
Double-digit
increase in turnover
All customers are treated equally and receive the same free, unlimited after sales customer service.
Technology
Better society
New opportunities
Equal access to those opportunities
Corporate citizenship programme
Full transcript