Samsung has revealed that it is trying to improve its smartphone repair quality by improving knowledge transfer. The company is taking its South Korean smartphone repair experts to other countries to improve the repair know-how of its service center employees.
Samsung is considered the best when it comes to after-sales service and repairs, and the company wants to get to that level in other countries as well.
Samsung's smartphone repair quality to improve through more effective knowledge transfer
Earlier this year, Samsung started the ‘Domestic Service Experts Overseas Dispatch' program in South Korea. As a part of this program, a Galaxy Service Expert Instructor was dispatched from South Korea to India to share their relevant experience and expertise with service center engineers in India. The Expert Instructor shared their know-how with Samsung's service engineers in eight cities, including Delhi, Mumbai, and Noida.
In particular, this knowledge transfer was focused on smartphone display replacement. The new display replacement process involves disassembling the phone's display unit, frame, battery, and other components, and replacing only the necessary parts. High-level technical skills and specialized equipment are required for display repair. Earlier, smartphone display repair or replacement involved replacing the battery as well. So, the new method could reduce the cost of screen replacement for consumers.
Moreover, Samsung also focused on precise diagnosis of the usage history of Galaxy smartphones and repair know-how for foldable phones.
In September 2024, Samsung plans to send its home appliance and TV service specialist instructors from South Korea to the Philippines. This would include transferring knowledge for repairing Samsung's Bespoke AI home appliances using SmartThings and the TV Service Mode. The company's AI-equipped home appliances are gaining traction worldwide.
The story continues after our Galaxy Z Flip 6 review video.
The company says it will also improve the quality of interaction among its contact center executives. A Contact Center Operation Expert with over 30 years of experience was dispatched to the Netherlands in February 2024 and to Japan in May and July of this year. Samsung aims to improve the contact center experience in each country where it sells its products.
Samsung is also sending its repair engineers from over 13 countries to South Korea to improve their know-how. Service engineers from Germany, Italy, Poland, Sweden, the UK, and the USA have already visited Samsung's CS Academy in Suwon, Gyeonggi Province, and Daejeon.
Image Credits: Samsung
