At the end of March, media representatives had the opportunity to take a look behind the scenes of the award-winning service organization of Samsung Electronics Germany in Berlin.
At the Samsung Contact Center in CCC Berlin, these service experts answered questions about the high relevance of Customer Service at Samsung:
Andreas Beck, Director of Service, Samsung Electronics GmbH
Marcus Nessler, Senior Manager Customer Relations, Samsung Electronics GmbH
Dr. Claus Dethloff, Managing Service Value GmbH and
Andreas Ortmann, Call Center Management, CCC.
Afterwards, the 14 participants visited the technology professionals in the Samsung Customer Service Plaza and were shown the professional equipment of the workshop.
“Our Samsung Service Center Day offered an exclusive insight into how a modern customer service works today. Smart technologies and the digital lifestyle of the people change the demands of customers to service significantly. We showed in our contact center in Berlin how Samsung is addressing this change through the use of modern communication. In the future, we want to position ourselves worldwide even more with excellent service as a unique selling point. The staff at CCC plays a crucial role by offering our customers exceptional service”, Marcus Nessler was pleased about the successful event.
Since 2011, CCC has been supporting Samsung Electronics as a full outsourcing partner at the locations in Berlin, Dresden, Vienna and Paris. Around 400 CCC employees currently offer 1st and 2nd level support for Samsung customers.
CCC accepts requests across all contact channels such as chat, social media, phone, fax, mail and e-mail – and in five languages.