Samsung Electronics, India’s leading Electronics Company, announced the launch of its Flagship Customer Service Plaza, a radical concept that aims to deliver the best in class after sales service exclusively for Samsung customers. The center was inaugurated by Mr. B.D. Park, President and CEO, Samsung South-West Asia along with other Samsung officials and partners.
Speaking at the occasion, Mr.B.D. Park said “At Samsung, our strengths lie in understanding our customers’ requirements and innovating to meet them endlessly. With the launch of our Flagship Customer Service Plaza, we hope to establish an industry standard for premium customer service. Our innovative service delivery model will enable us to deliver customer delight at each step and further drive our brand loyalty.”
The Flagship Customer Service Plaza is another step towards setting new customer service standards and offering services for its entire product range under one roof including specialized zones for product demonstrations, customer interactions and face to face service for handheld devices. At present, Samsung India has the biggest service network in consumer electronics industry with 2,800 service touch points. These are supported by a network of nearly 50 parts warehouses and 4 world-class training academies.
The expansive 26,000 sq. ft. Flagship centre in Delhi is located tactically in Okhla, and will be operational on all seven days with extended working hours till 8 pm. It has been designed keeping the customer’s convenience at heart and is prepared with one of the largest customer interaction areas and that has the capacity of simultaneously handling 30 one-on-one customer interactions. The Customer Service Plaza introduces a new service approach with live repairs in front of the customer to ensure complete simplicity in terms of repair charges and parts replacement. Each Plaza will have three distinct zones – the Greeting Zone, Consulting Zone and Interactive Repair Zone. The Greeting Zone will be the first interaction point for the customer followed by the Consulting Zone that offers accessible and convenient stations for customers to receive quick service solutions. The Interactive Repair Zone will provide facility for personalized repair in front of the customer.
Going forward, Samsung plans to extend the Flagship Plaza concept to major cities to further strengthen its service network across India. Understanding the value of the customer’s time and to make after sales service easily accessible to all customers, Samsung now also offers remote support through 3G technology for Smartphones and Smart TVs. Additionally, a pick and drop facility is also available for select flagship Smartphone models.
