Accompanying Contact Center Agents on Service Site Visits
Enhancing Experience and Expertise in Product Disassembly, Assembly, and Repair
Samsung Electronics Service announced on the 31st that it conducted 'Home Appliance Repair and Installation Service On-site Training' for contact center professional counselors from December last year to March this year.
A Samsung Electronics Service CS consultant conducting on-site training for air conditioner repair. Photo by Samsung Electronics
This training was designed to enhance the professional capabilities of home appliance phone consultation staff and provide differentiated services from the consultation stage, which is the first gateway to customer satisfaction. Counselors accompanied service engineers to repair sites and personally experienced all processes, including disassembly, assembly, and repair of home appliances, as well as customer interactions.
Air conditioner specialist counselors also received additional training on air conditioner installation. Since the installation environment and condition greatly affect product usage, understanding installation is necessary to provide high-quality consultation.
Before the on-site accompaniment, theoretical training was conducted on product functions, operating principles, and key components to enhance the effectiveness of the practical on-site training.
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