smart service handbook

8/2/2019 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



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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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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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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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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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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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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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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 -



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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 )



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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.



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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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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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