Samsung Electronics Service Selected as First 'Customer Delight Call Center' in Home Appliance Service Sector

Korea Management Association Consulting Announces '2023 Korea Service Quality Index (KSQI)'

Samsung Electronics Service announced on the 25th that it was selected as a 'Customer Impression Call Center' and 'Korea's Excellent Call Center' for 14 consecutive years in the call center category of the '2023 Korea Service Quality Index (KSQI)' announced by the Korea Management Association Consulting.

'Korea's Excellent Call Center' is selected only for companies with excellent service quality by conducting 100 monitoring sessions annually on call centers of 334 companies across 55 industries. Companies that excel in all empathy areas such as service quality, expression of empathy, and listening attitude are additionally selected as 'Customer Impression Call Centers.'

Samsung Electronics Service received high scores for quick connection to consultants and empathetic expressions that consider customers. It was also the first and only company in the home appliance service industry to be selected as a Customer Impression Call Center. Only nine companies across all industries were selected as Customer Impression Call Centers this time.

Samsung Electronics Service consultants are taking a photo to celebrate being selected as the Customer Delight Call Center in the '2023 Korea Industry Service Quality Index' and as one of Korea's Excellent Call Centers. /
[Photo by Samsung Electronics Service]

Samsung Electronics Service stated that these achievements were the result of strengthening non-face-to-face and customized consultations. The company explained that it is actively providing Samsung’s differentiated non-face-to-face consultation services such as the 'Home Appliance Remote Diagnosis System (HRM)' and 'Visible Remote Consultation.'

Samsung Electronics Service also operates a 'Home Appliance Demonstration Consultation Room' so that consultants can conduct consultations at eye level in the same environment as consumers. The Home Appliance Demonstration Consultation Room is an experimental space where consultants can replicate and test inquiries received under the same environment and conditions. They can directly check product functions and settings and consult from the consumer’s perspective.

Samsung Electronics Service also provides customized consultations for consumers with visual, auditory, and speech disabilities. Following the industry’s first specialized consultation for visually impaired customers in 2011, in March last year, sign language consultation for consumers with auditory·and speech disabilities was also introduced.

Yoon Seok-han, Head of Customer Consultation Team (Executive Director) at Samsung Electronics Service, said, "We will continue to innovate to provide the best service that delivers impression in the future."

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