smart service handbook
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SAMSUNG
SMART ServiceHandbook
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You are the
Representative of
SAMSUNG. Be polite,
passionate and
professional.
Global Service Team
CS Environment Center
Head of Global Service Team
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CONTENTS
In Home Service
Carry In Service
Plus One Service ( by product )
SMART Service Delivering Guide
Appendix
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Check Took kit- All tools in good & working condition- Tool bag should be neat & clean
In Home Service
Check Uniform andPersonal Grooming
- Wear neat and ironed uniform,- Combed hair, clean shaved,
- Polished Formal Shoes- No sweaty odour,- No bad breath / tobacco- No Smelly socks,- No Fashionable ornaments ,
Before Visit
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Customer Satisfaction comes from Speed Service.
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In Home Service
Check repair solution / parts needed- Go to GSPN and search contents / parts
before attending (single shot solution)
Before Visit
[ Contents - Knowledge ] [ Parts - Business ]
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Confirm Appointment- Visiting time, address, model, D.O.P, Symptom- Products repair history : Analyze repeat call
Customer Satisfaction comes from Speed Service.
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Greetings/ Introduce Yourself / Company- Greet with Samsung Namaskar in smile,- Show your ID card to confirm that you are
from Samsung Service Center
In Home Service
Understand Problem / Symptoms- Listen properly the product issue,- Paraphrase & Test your understanding ,
During Service
Explain Estimated Repair time / Cost- Cost : In case of out of warranty
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Customer Satisfaction comes from Speed Service.
Samsung Namaskar
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In Home Service
During Service In progress of Product Repair
- Keep the estimated repair time and inform thecustomer know if time or cost would exceed
Protect customer property- Use Mat/Hard board on floor (Refrigerator)- Use soldering iron stand, old newspaper to
cover repair table Leave customer premises clean
- Collect all waste material in a bag.
- Clean the repair area before leaving.
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Customer Satisfaction comes from Speed Service.
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In Home Service
Tidy and Clean up the repair area
- Clean front and Side of the equipments,- Remove finger prints & stains,- Remove used/waste spare parts ,
After Service
Plus One SVC- Clean/Check other Samsung products,- Demonstrate usage tips to enhance product life.
(p 12~13 in detail)
Explain the result & Demonstrate product- Demonstrate the product thoroughly.- Explain the reason of failure/Dos & Don'ts.- Ask customer to check the product after repair.
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Customer Satisfaction comes from Speed Service.
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In Home Service
Written report to the customer- Fill CSR card neatly & for out of warranty cases,
explain the cost of repair.- Customer & Engineer signature on CSR card.
After Service
Greetings to customer- Provide Business Card- ASC phone number & address, Samsung
website URL, call center number- End the interaction on a good Note- with a Smile
Feedback repair results promptly to company- Inform service center supervisor about repair
result and feedback as well
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Customer Satisfaction comes from Speed Service.
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Carry In Service
Before Service Tidy / Clean Service Centre
- Reception / Waiting area, Display, etc.
Polite Greetings- Samsung Namaskar with Smile, use friendly voice
Check Uniform & ID Card- Keep neat and tidy
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Customer Satisfaction comes from Speed Service.
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Carry In Service
During Service Understand Problem / Symptoms
- Understand issue carefully- Explain to customer in simple technical terms
Explain Estimated Repair time / Cost- Cost : In case of out of warranty
In progress of Product Repair- Keep the estimated repair time in mind, and let
the customer know if it would exceed
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Customer Satisfaction comes from Speed Service.
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Carry In Service
After Service Explain the result & Demonstrate product
- Demonstrate the product thoroughly- Explain the reason of failure / Dos & Don'ts- Ask customer to check the product after repair
Plus One SVC- Demonstrate usage tips to enhance product life.
Tidy and Clean up- Remove fingerprints and stains if any
Written report to the customer
- Fill CSR card neatly & for out of warrantycases, explain the cost of repair.
- Customer & Engineer should sign on CSR
Ensure Customer Satisfaction- Provide Business Card
- Smile and say Good Bye- 11 / 14 -
Customer Satisfaction comes from Speed Service.
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TVCleaning Guide
- Dont use any chemical material
- Use mild wet Micro-Fiber cloth to clean
Plus One Service
Clean / Check Samsung products
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HHP
- Remove dirt from battery terminal( a cotton swab with acetone )
- Remove inner dirt of when disassembly
( a minute brush )
- Clean exterior parts
( a neutral cleaner )
Customer Satisfaction comes from Speed Service.
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Plus One Service
Clean / Check Samsung products
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W/MDebris filter cleaning- Clean the Debris Filter when the clothes are
still wet or the error code 5E is displayed
[ Filter Location ] [ Cover Open ]
[ Emergency Drain ] [ Clean Filter ]
REFAdjust level guide- A properly Levelled refrigerator will eliminate
vibrations & excessive noise, and make the
doors are aligned correctly.
Customer Satisfaction comes from Speed Service.
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Delivering Guide
Keep checking GSPN for Technical bulletinsand training courses
Have weekly tech tips / bulletin meeting with
engineers
Tips for ensuring engineer skill-up
Keep accurate training records of each staffmember
Review all staff skills regularly
Ensure your engineers take certificationexams at least once a year
Ensure the engineers attend any providedproduct training
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Customer Satisfaction comes from Speed Service.
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This SAMSUNG SMART Service Handbook is a property
of Samsung Electronics Co. Ltd. Any unauthorized use of
Handbook can be punished under applicable International
and/or domestic law.
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