Recognizing its commitment to provide next-level care for its customers, Samsung Philippines was recently lauded in the Philippines Best in Customer Service 2023 Survey of the Philippine Daily Inquirer.
Created in cooperation with Statista, the world’s leading data and business intelligence portal, the rankings were identified from the results of an independent survey of more than 11,000 customers in the Philippines who have either made purchases, used services, or gathered information about products or services in the past three years.
The survey was conducted on retailers and service providers from 64 categories, covering a broad- spectrum of customer experiences in traditional retail, online and service segments. For each category, the most relevant brands were included in the scope of the survey according to reputation, turnover or market share.
The final assessment and rankings were based on the Likelihood of Recommendation (50% of the final score) and three evaluation criteria (also 50% of the final score): Accessibility, which measures the availability of customer service in a shop or on a helpline; Professional competence, which measures the quality of information received and whether questions were answered correctly and in sufficient detail and Quality of communication, which measures whether the contact (via e-mail, telephone or face to face) was friendly and polite.
Care right at your doorstep
When it comes to customer service, Samsung understands that their customers are busier than ever. That is why Samsung has invested in customer care channels that meet their consumers where they need it – at their home or in their community.
These services include a door-to-door Pick-up Service for residents living in the NCR, wherein a service partner will pick up their device at their preferred schedule and address, repair it at the authorized service center, and have it delivered back to them once repair has been complete.
Another first in the industry innovation is the Galaxy TechVan, which tours nationwide to offer repair services for Galaxy devices and select home appliances. It has already been to cities like Pangasinan in Luzon, Naga City and Bacolod in Visayas, and in General Santos City and Davao Province in Mindanao.
Samsung also offers multiple channels for customers to get in touch with their representatives at the comfort of their own homes. Aside from the 24/7 Hotline and Live Chat for mobile devices, there’s also the Visual Support service where customers can initiate a video call where they can show the issue with their appliance to the customer service representative.
Going one step further, there’s even the option for Remote Service, where Samsung support can remotely access phones or TVs to diagnose and fix any issues.
If customers prefer face to face interaction at service centers, Samsung has also looked into ways to reduce wait times with a Pre-booking Service where customers can secure an appointment through Smart Q Service available at their queuing app.
Pro-Active Care and Eco-Friendly Waste Disposal
Samsung is also striving to help customers adopt a more eco-friendly lifestyle. These include services that help prolong the life of one’s appliances like Proactive Care, which includes check-up and cleaning of air condition units with the help of Samsung Authorized Service Centers nationwide to help better maintain their AC.
To reduce waste, Eco-Conscious repair is another service which allows users to target repair only for affected parts, like the phone screen or TV panel. This not only helps lower repair costs but also reduces the amount of electronic waste. For items that need to be disposed of, Samsung also offers convenient and responsible options via the Electronic Waste Disposal (EWD) program. Drop boxes for mobile e-waste disposal are deployed at different Samsung Authorized Service Center locations nationwide. Free pick-up of unwanted appliances is also available in the NCR.
Samsung Members enjoy even more customer service perks through the Samsung Members app. In addition to receiving special offers and advantages, the Samsung Members program gives you access to first-rate customer service, insider tips and curated content. The app also has exclusive promos and contests where Members can get prizes, as well as engage with fellow Samsung fans. When you purchase from the Samsung Online Store, you'll also have the opportunity to earn rewards points and track it all in the super app.
Dedicated Care: Samsung Concierge
For those who own a Galaxy Z Series or S Series device, the Samsung Concierge also includes a dedicated toll-free hotline with customer partners ready to assist with configuration, diagnostics, and even help with repairs. Members can secure appointments via this hotline and avail of the express lane when visiting selected Samsung Authorized Service Centers. Application for temporary loaner units of mobile devices and selected appliances while their device is being serviced will also be available.
To learn more about Samsung's customer service programs, visit https://www.samsung.com/ph/support/.
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