Samsung Distributors from MENA Visit Korea for Customer Service Benchmarking Exercise

Published May 20th, 2010 - 12:38 GMT

Samsung Electronics Co., Ltd., a market leader and award-winning innovator in consumer electronics, hosted its distributors from across the Middle East and North Africa region at Samsung’s facilities in Korea as part of a customer service benchmarking exercise.

The members of MENA delegation visited the Samsung customer satisfaction environment center, the domestic service center and the manufacturing factories in Suwon and Gumi, from 18 to 22 April.

In addition, prior to the benchmarking exercise in Korea, the Customer Satisfaction Conference took place in Dubai on 17 April. Samsung unveiled its 2010 Service Strategy and Business Best Practices during the conference which attracted over 30 distributors and associates across the MENA region.

“Despite winning recognition for our customer service, we are constantly seeking new ways to improve our service levels to ensure that our customers not only have top-of-the-line products but world-class service,” said Mr. Duke Park, General Manager of Samsung Egypt. “Our Service Strategy calls for a significant increase in our Service Infrastructure and Exposure in order to offer better choice of products and services to our customers, while strengthening our position as market leaders.”

 Mr. Amr El Batouty, Electronics Deputy Manager at Mantrac said: “The trip was well organized, we were able to see Samsung customer service centers and we were able to exchange experience with our counterparts across the Arab region. Our visit to Samsung facility was positive and I would like to praise the organization of the visit and express gratitude to Samsung team.”   

Mr. Mohamed Fawzy, Service Manager at Union Group said: “The visit to Korea was extremely useful and gave us a clear picture of Samsung’s high standards of customer service. In addition to learning about its best practices and standards, the tour at Samsung’s facilities helped us better understand the company, while giving us a world standard benchmark for us to compare our service levels.”

Samsung has already expanded its customer service offering with innovative measures such as a Mobile Service Centre to cater to customers in remote areas. The company was recently awarded the 4th Middle East Government and Business Organizations’ award for “Global Customer Care” under the category of “Electronics” in recognition to its commitment to customer service and for meeting the international benchmarks of service excellence.   

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