Service Quality Checklists

Samsung Customer Service Quality Checklist

Communication

1. Greeting and Introduction

   • Start with a warm and friendly greeting.
   • Introduce yourself and your role clearly.

2. Active Listening

   • Listen attentively to the customer without interrupting.
   • Use verbal nods (e.g., "I see," "I understand") to show engagement.

3. Clarity and Conciseness

   • Use clear and simple language, avoiding jargon.
   • Keep explanations concise and to the point.

4. Empathy and Understanding

   • Acknowledge the customer’s feelings and concerns.
   • Use empathetic phrases (e.g., "I understand how frustrating that can be").

5. Positive Language

   • Use positive and encouraging language throughout the interaction.
   • Focus on what can be done rather than what cannot.

6. Confirmation of Understanding

   • Summarize the customer’s issue to confirm understanding.
   • Ask if they have any additional information to share.

Problem-Solving

1. Identifying the Issue

   • Ask open-ended questions to gather detailed information.
   • Clarify any ambiguous points to ensure a full understanding of the problem.

2. Providing Solutions

   • Offer clear and actionable solutions tailored to the customer’s needs.
   • Explain the steps involved in resolving the issue.

3. Empowerment

   • If applicable, empower the customer with options to choose from.
   • Provide information on how they can prevent similar issues in the future.

4. Follow-Up Actions

   • Clearly outline any follow-up actions that will be taken.
   • Provide timelines for when the customer can expect updates or resolutions.

5. Escalation Process

   • If unable to resolve the issue, explain the escalation process clearly.
   • Ensure the customer feels supported throughout the escalation.

Customer Satisfaction

1. Check for Satisfaction

   • Ask the customer if they are satisfied with the proposed solution.
   • Encourage feedback on the service provided.

2. Closing the Interaction

   • Thank the customer for their time and for choosing Samsung.
   • Offer additional assistance before ending the call or chat.

3. Feedback Collection

   • Encourage the customer to provide feedback on their experience.
   • Inform them about any surveys or follow-up communications.

4. Documentation

   • Accurately document the interaction, including the issue, solution provided, and customer feedback.
   • Ensure all relevant information is logged for future reference.

5. Continuous Improvement

   • Reflect on the interaction for personal growth and improvement.
   • Share insights or challenges with the team to enhance overall service quality.

Final Note

• Always maintain a professional demeanor and adhere to Samsung’s values and standards throughout the interaction. Your goal is to ensure a positive experience for every customer.