Carrying 20kg Equipment Hiking Jirisan... Pro Jeong Goseok: "In Geochang and Hapcheon, I Am Samsung"

Jung Goseok Pro Interview
Last Year Samsung Electronics Service Engineer Customer Satisfaction No.1
4 Consecutive Years Selected as 'CS Master'
The Secret is Perfect Repair and Customer-Customized Response

"In the Geochang and Hapcheon areas, I am Samsung itself, and I am the Samsung employee that customers most easily come into contact with. I hope that Samsung will continue to be imprinted with a better image in Geochang, where I was born, raised, and still live, by doing my best."

Among 5,500 Samsung Electronics Service engineers, Jeong Goseok, who ranked first nationwide in customer satisfaction last year, expressed these thoughts in an interview with Asia Economy on the 25th. He is the only expert who received a perfect score of 100 in service satisfaction from all 370 customers who participated in the satisfaction survey.

Jeong Goseok Pro is taking a photo with the 'CS Master' plaque, which he has won for four consecutive years from 2020 to 2023.
[Photo by Samsung Electronics Service]

Jeong’s first-place achievement is even more meaningful because he overcame the weakness of poor hearing. He suffered hearing loss due to a water accident during childhood. Jeong said, "At first, I received complaints because I couldn’t hear what customers were saying well, but instead, I developed a habit of listening more carefully so that I wouldn’t miss a single word from customers," adding, "This greatly helped me be selected as a Customer Satisfaction (CS) Master for four consecutive years."

The Samsung Electronics CS Master is selected from the top 0.3% of engineers who receive the best evaluations from customers over the course of a year. Jeong has been selected as a CS Master for four consecutive years, and only three engineers nationwide have been selected for four consecutive years. Among them, Jeong is the only field service engineer.

Jeong attributes his success to perfect repairs and customer-tailored service. He explained, "Over more than 20 years, I have met over 40,000 customers and learned that customer tendencies are very diverse," adding, "I try to quickly and accurately understand customer tendencies to provide customized responses."

The area where he works is Geochang and Hapcheon in Gyeongnam Province. Jeong said, "Most customers in this area are elderly and engaged in agriculture," and added, "There are many cases where the issues reported by customers over the phone before a service visit differ from what I find upon arrival." He emphasized, "Nevertheless, the greatest driving force for customer satisfaction is ‘perfect repair.’"

He even shows passion by undertaking mountain hikes for a single customer. Jeong recalled, "I hiked for more than three hours round trip carrying a bag weighing nearly 20 to 30 kg to meet a customer living halfway up Jirisan Mountain," adding, "At that time, the repair required welding, so I carried heavy equipment up the mountain. The customer, seeing me drenched in sweat, was surprised and grateful, saying, ‘Did you really bring such heavy equipment just to repair this one product?’"

His goal is to become the engineer selected as a CS Master the most times in history. Jeong said, "Not only last year but also this year and in the future, I will work harder to receive a perfect score of 100 from every customer," adding, "I will become a proud father who can be a CS Master not only for the company but also for my family."

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