Samsung Electronics Service Strengthens Specialized Services for Disabled and Elderly

Samsung Electronics Service announced on the 19th that it has strengthened specialized services to help customers with disabilities and elderly customers use Samsung Electronics products more conveniently.

Samsung Electronics Service was the first in the industry to introduce the 'Specialized Consultation Service for the Visually Impaired' in 2011. Dedicated consultants provide customized consultations so that visually impaired customers can identify products through touch and resolve issues. The dedicated consultants themselves have visual impairments (low vision and visual field defects), enabling them to provide consultations from the same perspective as visually impaired customers. Since most visually impaired people use monitors and other screens magnified dozens of times due to low vision, communication with dedicated consultants who share the same perspective is effective. Additionally, through the specialized consultation for the visually impaired, customers can receive guidance on how to activate features exclusive to the visually impaired, such as Galaxy TalkBack and high contrast settings. The dedicated consultants also hold braille transcriptionist qualifications, allowing them to produce braille guidance materials upon customer request.

Samsung Electronics Service employees are providing on-site service.
[Photo by Samsung Electronics Service]

원본보기 아이콘

Since March last year, Samsung Electronics Service has also been providing a 'Sign Language Consultation Service' for customers with hearing and speech impairments. Certified dedicated interpreters offer high-quality sign language consultations. A dedicated consultation system has been established to enable customers to conveniently use sign language consultations. Customers can receive consultations via sign language video calls, and for parts difficult to express in sign language, chat is used concurrently. This service is also available when visiting service centers or requesting on-site services.

Samsung Electronics Service also operates a 'Guardian Assurance Service.' When a guardian applies for service on behalf of a person with a disability or elderly customer, the service details are communicated to the guardian even if they do not accompany the customer during repairs. This helps guardians accurately understand the service details and product status, assisting in managing whether the customer (person with a disability, elderly, etc.) is using the product conveniently and the replacement cycle of consumables.

In March of this year, Samsung Electronics Service also obtained the 'Web Accessibility Quality Certification' for its website. This certification, overseen by the Ministry of Science and ICT, recognizes excellent websites that are convenient for information-vulnerable groups such as people with disabilities and the elderly. Samsung Electronics Service has received this certification for nine consecutive years since 2015.

A Samsung Electronics Service official stated, "We will do our best to ensure that all customers using Samsung Electronics products do not feel any discrimination in using our services."

© The Asia Business Daily(www.asiae.co.kr). All rights reserved.