04.19.19 / Samsung in America

Samsung Launches ‘Connected Care – Anytime, Anywhere’ to Enhance Customer Care Training and Service

Samsung opens Little Ferry, NJ Technical Training Center
Samsung opens new Technical Training Center in Little Ferry, NJ; From L to R: Michael Lawder, Steve Kim, Joe Stinziano, Y.H. Eom, M.H. Lyu, Dave Das

Today’s smart connected televisions and intelligent home appliances are sophisticated devices which require a new approach to servicer training and specialized technician tools to ensure the best possible customer service. This is why Samsung Electronics America is building on its deep investment in Customer Care to provide authorized service technicians with new skills education, training with specialized tools and Samsung certifications to efficiently and effectively deliver a convenient in-home service experience.

Today Samsung is launching “Connected Care – Anytime, Anywhere” to elevate authorized technician training, meet the service demands for Internet of Things (IoT) connected devices and provide a clear and up-to-the-minute communication channel between customers and Samsung authorized service technicians.

As part of the investment, Samsung is opening three dedicated Samsung Technical Training Centers in Little Ferry, NJ, Rancho Dominguez, CA and Carrollton, TX where authorized technicians will attend hands-on training programs for both consumer electronics and home appliance products in a real-world setting. In addition to providing certifications from basic to master levels, the training facilities will also provide a real-world environment of connected devices to ensure authorized technicians are proficient in troubleshooting and servicing IoT connected products and Wi-Fi connectivity issues.

Interactive Home Appliance Hands-On Labs at Samsung Technical Training Centers
Interactive Home Appliance Hands-On Labs at Samsung Technical Training Centers will incorporate real-world learning with Samsung IoT connected electronics and appliances.

“In today’s always connected, on-demand world, it’s more vital than ever that authorized technicians are able to address product issues immediately and efficiently,” said Michael Lawder, Senior Vice President of Customer Care at Samsung Electronics America. “With ‘Connected Care – Anytime, Anywhere,’ Samsung is committed to elevating the skills of our authorized technicians to ensure their knowledge remains on track with the rapidly changing pace of technology and the needs of our customers. As innovation leaders, our goal is to keep customers’ products up and running and if a product requires technical assistance, get them back in action as quickly as possible. Enhancing our training methods will allow our authorized technicians to troubleshoot, repair and communicate with confidence.”

Samsung is also launching an updated, streamlined version of its online digital platform, Samsung Tech Guide (STG), which will provide in-depth information for both the authorized technician and messaging to the customer during a product’s service journey.

Samsung Tech Guide
Using Samsung’s enhanced “Samsung Tech Guide” portal, authorized technicians can access customer tickets, product guides and more to deliver enhanced customer care.

Through the STG portal, authorized technicians can manage their daily tickets, communicate with customers on arrival times and service status updates, access diagnostic tools, receive instant customer experience feedback and utilize additional online training to refine their skills.

Samsung’s new Digital Service Request (DSR) platform will enable consumers to request service on-demand via Samsung.com or the Samsung Members app,* receive support ticket status updates via SMS message and communicate effortlessly with technicians throughout the lifecycle of the service experience.

IoT Connected electronics and appliances
At Samsung Technical Training Centers authorized technicians will attend hands-on training programs for IoT connected consumer electronics and home appliance products in a real-world setting.

“Samsung is committed to investing in the ongoing education and future of our authorized technical support teams, which in turn supports the needs of our customers,” explained Lawder. “Long-term, this training program and updated platform will increase the knowledge and visibility of our global network and lend itself to more tangible, faster results.”

*Digital Service Request platform accessed via Samsung Members app is currently available to limited zip codes.

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