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SAMSUNG - One team, one dream
Transcript of SAMSUNG - One team, one dream
Strong year-on-year growth since 1938 worldwide.
Quality of our products,
quality of our service.
to be one of
world’s top5 brands
having customers who are
customers for life
Increased customer satisfaction by 300%
Changed location and transferred contact centre provider.
Increased first call resolution.
Transforming service in January 2013.
Question at the
end of every call
Lucid, a full 3d product
emulator and simulator
One touch booking
Remote device management
Focus of training & recruitment
Empathy & soft skill training
Quality monitoring and mentoring
Doubled training time
Tripled refresher training time
Surveys & analysis
Performance is analysed:
speed of service,
introduction of technology.
in customer loyalty
Improvements in service
£40 billion Investment
in new products
increase in turnover
All customers are treated equally and receive the same free, unlimited after sales customer service.
Equal access to those opportunities
Corporate citizenship programme