Samsung Electronics Service Selects 18 Customer Service Experts

18 Selected from 5,800 AS Engineers
Top 0.3% Best Personnel Based on Customer Evaluations

Selected as '2021 CS Masters' (from left) Kim Tae-jong, Mobile Phone Engineer at Ansan Center, Gyeonggi-do; Jo Young-gil, Home Appliance Engineer at Mokpo Center, Jeollanam-do; and Kim Sung-ryul, Care Master Pro at Saha Center, Busan.

[Asia Economy Reporter Park Sun-mi] Samsung Electronics Service announced on the 17th that it has selected 18 AS engineers who received the highest customer evaluations last year as the '2021 Customer Satisfaction Service (CS) Masters.'

Among approximately 5,800 AS engineers, the top 30% with excellent technical skills were first shortlisted, and from them, the top 0.3% (18 engineers) with the highest customer satisfaction scores were finally selected. The CS Master system, introduced in 2019, selects AS engineers who received the best evaluations in customer satisfaction surveys. It is significant because CS Masters are chosen based on evaluations from customers who directly experienced the service.

By product category, there are 7 in mobile phones, 9 in home appliances, and 2 in B2B (business-to-business services). Among the 9 home appliance specialists, one Care Master responsible for Samsung Care Plus, a specialized cleaning and management service for home appliances, was also selected.

The CS Master awardees provided services to an average of about 3,800 customers last year and received near-perfect evaluations. This was possible because they offered differentiated services that cared even for customers inconvenienced by product malfunctions. The engineer who achieved the highest score is Pro Jo Young-gil, who is in charge of home appliance on-site services in Mokpo, Jeollanam-do. All customers who received services from Pro Jo and responded to the satisfaction survey said they were 'satisfied with the excellent service and want to purchase Samsung Electronics products again.'

Pro Kim Tae-jong and Pro Shin Sang-min, who work in Ansan, Gyeonggi-do, and Gupo, Busan, respectively, were selected as CS Masters for three consecutive years from 2019 to 2021. They cited 'sincere responses that understand and consider the customer's perspective' as the main reason for their three-year consecutive selection as Masters.

Especially in a situation where mobile phones and home appliances have become more important due to COVID-19, delicate customer care and relentless efforts such as ▲ contacting customers in advance to check the product status and securing parts beforehand to provide one-stop service ▲ following up after service to check for any other issues ▲ performing additional inspections on products other than the requested ones laid the foundation for their selection as CS Masters.

Park Sung-min, Head of Samsung Electronics Service Operations Team (Executive Director), said, "With consumer trends emphasizing corporate customer service, the technical skills and customer response capabilities of engineers are becoming increasingly important," adding, "We will ensure that high-quality services are provided to customers through the selection of CS Masters."

This content was produced with the assistance of AI translation services.