In order to enhance its after-service support and provide better service to customers, Samsung announced today that it will move its Customer Care Centre back to Hong Kong.

Samsung is committed to combining unlimited imagination, innovation and advanced technology, in order to provide customers with the latest products including mobile phones, living appliances, digital video and audio as well as IT products. Furthermore, Samsung also focuses on comprehensive one-stop services and continues to improve service quality in all ways.

According to Mr. B.W. Kim, managing director, Samsung Electronics Hong Kong Co. Ltd., the reason for moving the Customer Care Centre back to Hong Kong is to provide better and more intimate services. “As Samsung’s product portfolios and customer base in Hong Kong is expanding, the importance of our Customer Care Centre increases. We understand the importance of an effective and reliable after-sales services. Moving back the Customer Care Centre to Hong Kong will eliminate geographical obstacles and improve the collaboration efficiency of different departments, as well as provide faster services to customers, which is in line with Samsung’s business belief: Quality First.”
In order to handle the 2,000 calls through the 60 hotlines about products, marketing, promotions, technical support and services per day, the number of staff in the Samsung Customer Care Centre has been increased from 15 to 25. Samsung plans to further increase the manpower of the Customer Care Team to 30 before the end of the year to meet the expected increment of services in the future. To cope with the ever increasing demand for service, Samsung regularly provides staff with training, experience sharing meetings and events, and enables the Customer Service Managers to keep track of all new products, latest information and daily operations, in order to provide customers with better services.

Furthermore, Samsung continues to upgrade the Customer Hotline Centre to improve customer service quality and simplify voice enquiry procedures. The new system will shorten the waiting time of each call dramatically and help fulfill the service promise of answering calls within 20 seconds. The Customer Services Index increased dramatically after the new system went on-line. Waiting times for calls were decreased by 95 percent from 30 to 20 seconds. Samsung is confident to provide better service promises through a comprehensive service upgrading process.