Samsung bolsters its customer support

Samsung Australia has announced that it will be opening seven new Customer Service Plazas across Australia in the coming months, in an effort to improve its customer and after sales service.

According to Samsung, the seven new Customer Service Plazas (CSP) will cost the company more than $3 million, and is the first service project of its kind for an Australian electronics manufacturer.

Each Samsung CSP will provide a state-of-the-art repair facility set up to specifically service Samsung products, as well as a warranty claim and tracking office where orders, repairs and complaints will be regularly updated.

The Service Plazas are already operational in Melbourne and Darwin, with Perth and Brisbane opening by November.  Adelaide and two Sydney CSPs are also scheduled for early 2010.

“Samsung’s after sales service is crucial to maintaining brand preference from our customers. Our Service Plaza strategy has been undertaken with great success in a number of overseas markets. We believe that the opening of these plazas demonstrates our investment in and commitment to nationwide service coverage to show consumers and retailers alike that customer satisfaction is a high priority,” said Lambro Skropidis, head of corporate marketing, Samsung Australia.

“Not only will the Customer Service Plazas provide face-to-face service, they will also be used as training facilities for retailers to ensure ongoing servicing in-store. We believe in the quality and engineering of all of our products, be it Audio Visual, Telecommunications, IT or White Goods, and we want to ensure our customers get the most from their Samsung purchase.”

Skropidis also commented on how this initiative will complement its existing call centres.

“This initiative will complement the investment made to reinvigorate our Samsung Call Centre based in Homebush, which has expanded staff numbers by over 40 per cent to ensure our customer service is streamlined in both response and action.”

Third party service providers will be contracted to undertake the servicing in the new centres on Samsung’s behalf.

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