News From The Zones
RSE Agents
All Zones
Page 2
Volume 3, Issue 12 Home Appliances Newsletter Samsung Tech Talk
Zone 1 (ME, VT, NH, MA, RI, CT, NJ, NY)
“Customer service is not a department…It’s an atti-
tude.”
Aside from being service providers, we are also cus-
tomers who sometimes encounter problems. We can
learn from our own personal experiences how to iden-
tify good service and put those practices to work in our
own business.
I recently had a complicated problem that needed to be
resolved – and believe me, I was not happy. I called
the company involved, ready to do battle, determined
that satisfaction would be mine.
I was taken off guard when the voice on the phone said
“Good morning. Thank you for calling "Whatchama-
callits". My name is Heather. How can I brighten your
day?”
My first thought was “what an unusual greeting”, but at
the same time I couldn’t help but smile. Here is a per-
son with an upfront offer to brighten my day. Heather
was very attentive and empathetic to my problem, then
asked if I could hold while she transferred me to Bar-
bara who she was sure could help. Barbara apologized
for the inconvenience, reviewed the problem, offered a
solution, and explained what would be done and when
it would be done. Within the hour, I received an e-mail
from Barbara confirming what she had promised had
been done and a phone call from Heather to ensure
that my problem had been resolved to my complete
satisfaction.
What started out as a problem that could have gotten
ugly turned out to be a pleasant experience. I’ve be-
come a loyal Whatchamacallit’s customer because of
Heather and Barbara’s attitude. They remained positive.
They focused on the solution, not the problem. They
were attentive and empathetic. They took ownership of
my problem and the solution. They focused on the
things they could do, not what they couldn’t. They did
what they said they would do and followed up to ensure
that I was completely satisfied with the result.
Use your experience as a consumer to identify “Great
Service”. Apply those principles and practices to your
own business. Gain loyal customers with a great atti-
tude.
Learn more about Great Service by taking the on-line
“Hospitality” course at: https://my.plus1solutions.net/
clientPortals/samsung/.
Zone 2 (PA, WV, VA, DE, MD)
What does an FE/ME look like? This crew is your typi-
cal FE/ME Company.
You may recognize the good looking gentleman to the
left as Jim Swift (Training Manager).
The technicians are from Consolidated Electronics out
of Raleigh, NC: Gary, Corey, Tommy, and Ricky– The
CEI Crew
To be like one of them, please contact your RSE for
more details. Openings are limited!
(116 pages)
(49 pages)
(2 pages)
Manymanuals.com
Manymanuals.de
Manymanuals.fr
Manymanuals.it
Manymanuals.pl
Manymanuals.cz
Manymanuals.es
Manymanuals-pt.com
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