Samsung Electronics Service Strengthens Service Through Employee Family Feedback

Launch of the 3rd Employee Family CS Panel... Suggestions for Improving Processes and Infrastructure from a Balanced Perspective

[Asia Economy Reporter Kim Pyeonghwa] Samsung Electronics Service launched the 3rd term of the 'Employee Family CS Panel' on the 1st to objectively evaluate service quality and establish effective consumer policies.

Introduced in 2020, the Employee Family CS Panel is characterized by being composed of families of Samsung Electronics Service employees who have a high understanding of the service industry. The purpose is for employee families, who are also consumers, to propose improvements across all service areas such as processes, infrastructure, and customer response from a balanced perspective. Due to their strong interest in the company and high willingness to improve, they can present effective alternatives.

As a result of the recruitment process, 30 members were selected for the 3rd term Employee Family CS Panel. The term is one year, and they will conduct service experience and monitoring covering both online and offline services such as service centers, on-site services, contact centers, and websites. After experiencing services from various industries including hotels, department stores, airlines, and banks, they will also play a role in applying best practices to Samsung Electronics Service. They will hold regular exchanges with the CS-dedicated and service policy departments and attend meetings communicating with executives including the CEO.

Song Bongseop, CEO of Samsung Electronics Service, said, "To become a company trusted by customers, the attitude of listening is the most important," and added, "We will listen carefully to the voices of the Employee Family CS Panel and establish the best service policies."

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