Samsung offers state of the art services

Phan Minh Van, director of Samsung Vina Electronics’ Customer Services

All electronics companies have customer care services, so what’s so special about Samsung Vina Electronics’?
There are several differences, but we concentrate on three. First, at Samsung, people are the main driver of growth. Therefore, we provide customer-centred care services. Customers receive support throughout researching, buying and using our products. Second, as a leading electronics company in the country, Samsung is applying modern technology to our customer services in a radical way. Third, we always put ourselves in our customers’ position in order to meet their needs not only by providing quality products but also by providing a long-term connection between Samsung and the customers throughout the use of our products.

What benefits do Samsung Vina Electronics’ customers receive from this model?
This model optimises services based on two criteria: whenever and wherever. Whenever means the 24/7 hotline. The purpose is to ensure that our customers aren’t inconvenienced when using our products, no matter the time of day. The ‘whenever’ is possible as Samsung’s customer care network spans 63 cities and provinces with 115 customer care centres as well as remote services via the internet. It’s because we value our customers’ time. Besides these two factors, in order to ensure the quality of service and shorten the wait time when the customers needs something fixed, we continue training our customer service representatives and make sure our spare parts warehouses are well stocked.

How do you measure the quality of Samsung Vina Electronics’ customer care services?
Customer satisfaction is the most precise measure of the quality of our customer care service. To achieve this, since the beginning we have been determined to create a complete procedure that combines technology and soft skills besides infrastructure and human resources. Specifically, we start with building infrastructure, training our representatives in knowledge and skills, then evaluate the quality then go back to building and improving. Moreover, we evaluate the quality of our services every quarter, half year and year for managers and employees alike, in order to encourage everyone to improve their knowledge and raise the quality of their work. For example, centres and employees with good performance will go on a trip to South Korea for training and have promotion opportunities. That’s the incentive for them to increase the quality of their work.

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