Samsung Electronics Service Selects 'CS Master' Employees with High Customer Satisfaction

2022 CS Masters Are 18 People

[Asia Economy Reporter Kim Pyeonghwa] Samsung Electronics Service announced on the 14th that it selected 18 AS engineers who received excellent repair skills and friendly service as the '2022 CS Masters'.

The CS Master system selects engineers who received the highest ratings in the 'Customer Satisfaction Survey' conducted after service provision. Since the masters are selected based on direct customer evaluations, the objectivity is high. The competition is intense, with 90% of the awardees each year being new engineers.

Samsung Electronics Service has been selecting CS Masters every year since 2019. Over the past four years until last year, 60 engineers have been named CS Masters, which is only 1% of the total workforce (5,800). In the case of last year, among 5,800 engineers, the top 30% with excellent repair skills were selected first, and then the final 0.3% (18 engineers) with the highest customer satisfaction scores were chosen. By product category, there are 7 in mobile phones, 9 in home appliances, and 2 in B2B (business-to-business service).

Song Bong-seop, Vice President of Samsung Electronics Service (seventh from the left in the first row), and the CS Master Award recipients are taking a commemorative photo. /
[Photo by Samsung Electronics Service]

Shin Sangmin Pro, who is in charge of home appliance and IT (PC, notebook, etc.) product services in Gupo, Busan, has been selected as a CS Master for four consecutive years since the system was first introduced in 2019. Park Seonyeong Pro from Sacheon, Gyeongnam, ranked first among mobile phone engineers for three consecutive years, contributing to the improvement of service quality and customer trust. Kim Sueon and Park Dongun Pro, who are responsible for home appliance on-site services in Uijeongbu, Gyeonggi-do and Changwon, Gyeongnam, recorded perfect scores in service quality satisfaction.

Samsung Electronics Service stated that customer satisfaction with 'service quality' has steadily increased after selecting CS Masters. According to a survey conducted by outsourcing to the Korea Management Association Consulting, customer 'service quality satisfaction' increased by more than 10% last year compared to 2019 when the masters were first selected. Song Bongseop, Vice President of Samsung Electronics Service, said, "We will work together with all employees to provide high-quality service that can impress customers."

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