{"id":27707,"date":"2019-04-19T03:49:17","date_gmt":"2019-04-19T07:49:17","guid":{"rendered":"https:\/\/stage-web-alb-2136653291.us-east-1.elb.amazonaws.com\/us\/?p=27707"},"modified":"2023-07-12T10:31:07","modified_gmt":"2023-07-12T14:31:07","slug":"samsung-launches-connected-care-anytime-anywhere-enhance-customer-care-training-service","status":"publish","type":"post","link":"https:\/\/samsung-newsroom-production.barbariangroup.com\/us\/samsung-launches-connected-care-anytime-anywhere-enhance-customer-care-training-and-service\/","title":{"rendered":"Samsung Launches \u2018Connected Care \u2013 Anytime, Anywhere\u2019 to Enhance Customer Care Training and Service"},"content":{"rendered":"<div id=\"attachment_27709\" style=\"width: 740px\" class=\"wp-caption aligncenter\"><a href=\"https:\/\/news.samsung.com\/us\/wp-content\/uploads\/2019\/06\/IN_0504.jpg\"><img loading=\"lazy\" decoding=\"async\" aria-describedby=\"caption-attachment-27709\" class=\"snr-media-image wp-image-27709 size-large\" src=\"https:\/\/news.samsung.com\/us\/wp-content\/uploads\/2019\/06\/IN_0504-950x634.jpg\" alt=\"Samsung opens Little Ferry, NJ Technical Training Center\" width=\"730\" height=\"487\" srcset=\"https:\/\/img.us.news.samsung.com\/us\/wp-content\/uploads\/2019\/06\/14102625\/IN_0504-950x634.jpg 950w, https:\/\/img.us.news.samsung.com\/us\/wp-content\/uploads\/2019\/06\/14102625\/IN_0504-600x400.jpg 600w, https:\/\/img.us.news.samsung.com\/us\/wp-content\/uploads\/2019\/06\/14102625\/IN_0504.jpg 1000w\" sizes=\"auto, (max-width: 730px) 100vw, 730px\" \/><\/a><p id=\"caption-attachment-27709\" class=\"wp-caption-text\">Samsung opens new Technical Training Center in Little Ferry, NJ; From L to R: Michael Lawder, Steve Kim, Joe Stinziano, Y.H. Eom, M.H. Lyu, Dave Das<\/p><\/div>\n<p>Today\u2019s smart connected televisions and intelligent home appliances are sophisticated devices which require a new approach to servicer training and specialized technician tools to ensure the best possible customer service. This is why Samsung Electronics America is building on its <a href=\"https:\/\/news.samsung.com\/us\/samsung-care-michael-lawder-byline-uBreakiFix\/\" target=\"_blank\" rel=\"noopener noreferrer\">deep investment in Customer Care<\/a> to provide authorized service technicians with new skills education, training with specialized tools and Samsung certifications to efficiently and effectively deliver a convenient in-home service experience.<\/p>\n<p><iframe loading=\"lazy\" title=\"Samsung Launches &#039;Connected Care - Anytime, Anywhere&#039; to Enhance Customer Care Training and Service\" width=\"500\" height=\"281\" src=\"https:\/\/www.youtube.com\/embed\/Burk-TksyFg?feature=oembed\" frameborder=\"0\" allow=\"accelerometer; autoplay; clipboard-write; encrypted-media; gyroscope; picture-in-picture; web-share\" referrerpolicy=\"strict-origin-when-cross-origin\" allowfullscreen><\/iframe><\/p>\n<p>Today Samsung is launching \u201cConnected Care \u2013 Anytime, Anywhere\u201d to elevate authorized technician training, meet the service demands for Internet of Things (IoT) connected devices and provide a clear and up-to-the-minute communication channel between customers and Samsung authorized service technicians.<\/p>\n<p>As part of the investment, Samsung is opening three dedicated Samsung Technical Training Centers in Little Ferry, NJ, Rancho Dominguez, CA and Carrollton, TX where authorized technicians will attend hands-on training programs for both consumer electronics and home appliance products in a real-world setting. In addition to providing certifications from basic to master levels, the training facilities will also\u00a0provide a real-world environment of connected devices to ensure authorized technicians are proficient in troubleshooting and servicing IoT connected products and Wi-Fi connectivity issues.<\/p>\n<div id=\"attachment_27710\" style=\"width: 740px\" class=\"wp-caption aligncenter\"><a href=\"https:\/\/news.samsung.com\/us\/wp-content\/uploads\/2019\/06\/IN_0187-cropped.jpg\"><img loading=\"lazy\" decoding=\"async\" aria-describedby=\"caption-attachment-27710\" class=\"snr-media-image wp-image-27710 size-large\" src=\"https:\/\/news.samsung.com\/us\/wp-content\/uploads\/2019\/06\/IN_0187-cropped-950x518.jpg\" alt=\"Interactive Home Appliance Hands-On Labs at Samsung Technical Training Centers\" width=\"730\" height=\"398\" srcset=\"https:\/\/img.us.news.samsung.com\/us\/wp-content\/uploads\/2019\/06\/14102624\/IN_0187-cropped-950x518.jpg 950w, https:\/\/img.us.news.samsung.com\/us\/wp-content\/uploads\/2019\/06\/14102624\/IN_0187-cropped-600x327.jpg 600w\" sizes=\"auto, (max-width: 730px) 100vw, 730px\" \/><\/a><p id=\"caption-attachment-27710\" class=\"wp-caption-text\">Interactive Home Appliance Hands-On Labs at Samsung Technical Training Centers will incorporate real-world learning with Samsung IoT connected electronics and appliances.<\/p><\/div>\n<p>\u201cIn today\u2019s always connected, on-demand world, it\u2019s more vital than ever that authorized technicians are able to address product issues immediately and efficiently,\u201d <strong>said Michael Lawder, Senior Vice President of Customer Care at Samsung Electronics America.<\/strong> \u201cWith \u2018Connected Care \u2013 Anytime, Anywhere,\u2019 Samsung is committed to elevating the skills of our authorized technicians to ensure their knowledge remains on track with the rapidly changing pace of technology and the needs of our customers. As innovation leaders, our goal is to keep customers\u2019 products up and running and if a product requires technical assistance, get them back in action as quickly as possible. Enhancing our training methods will allow our authorized technicians to troubleshoot, repair and communicate with confidence.\u201d<\/p>\n\n<p>Samsung is also launching an updated, streamlined version of its online digital platform, Samsung Tech Guide (STG), which will provide in-depth information for both the authorized technician and messaging to the customer during a product\u2019s service journey.<\/p>\n<div id=\"attachment_27713\" style=\"width: 740px\" class=\"wp-caption aligncenter\"><a href=\"https:\/\/news.samsung.com\/us\/wp-content\/uploads\/2019\/06\/DSR2.jpg\"><img loading=\"lazy\" decoding=\"async\" aria-describedby=\"caption-attachment-27713\" class=\"snr-media-image wp-image-27713 size-large\" src=\"https:\/\/news.samsung.com\/us\/wp-content\/uploads\/2019\/06\/DSR2-950x560.jpg\" alt=\"Samsung Tech Guide\" width=\"730\" height=\"430\" srcset=\"https:\/\/img.us.news.samsung.com\/us\/wp-content\/uploads\/2019\/06\/14102623\/DSR2-950x560.jpg 950w, https:\/\/img.us.news.samsung.com\/us\/wp-content\/uploads\/2019\/06\/14102623\/DSR2-600x354.jpg 600w, https:\/\/img.us.news.samsung.com\/us\/wp-content\/uploads\/2019\/06\/14102623\/DSR2.jpg 963w\" sizes=\"auto, (max-width: 730px) 100vw, 730px\" \/><\/a><p id=\"caption-attachment-27713\" class=\"wp-caption-text\">Using Samsung&#8217;s enhanced &#8220;Samsung Tech Guide&#8221; portal, authorized technicians can access customer tickets, product guides and more to deliver enhanced customer care.<\/p><\/div>\n<p>Through the STG portal, authorized technicians can manage their daily tickets, communicate with customers on arrival times and service status updates, access diagnostic tools, receive instant customer experience feedback and utilize additional online training to refine their skills.<\/p>\n<p>Samsung\u2019s new Digital Service Request (DSR) platform will enable consumers to request service on-demand via <a href=\"http:\/\/www.samsung.com\/us\/support\/service\" target=\"_blank\" rel=\"noopener noreferrer\">Samsung.com<\/a> or the <a href=\"http:\/\/www.samsung.com\/us\/apps\/samsung-members\/\" target=\"_blank\" rel=\"noopener noreferrer\">Samsung Members app<\/a>,* receive support ticket status updates via SMS message and communicate effortlessly with technicians throughout the lifecycle of the service experience.<\/p>\n<div id=\"attachment_27711\" style=\"width: 740px\" class=\"wp-caption aligncenter\"><a href=\"https:\/\/news.samsung.com\/us\/wp-content\/uploads\/2019\/06\/IN_0195-cropped.jpg\"><img loading=\"lazy\" decoding=\"async\" aria-describedby=\"caption-attachment-27711\" class=\"snr-media-image wp-image-27711 size-large\" src=\"https:\/\/news.samsung.com\/us\/wp-content\/uploads\/2019\/06\/IN_0195-cropped-950x395.jpg\" alt=\"IoT Connected electronics and appliances\" width=\"730\" height=\"304\" srcset=\"https:\/\/img.us.news.samsung.com\/us\/wp-content\/uploads\/2019\/06\/14102624\/IN_0195-cropped-950x395.jpg 950w, https:\/\/img.us.news.samsung.com\/us\/wp-content\/uploads\/2019\/06\/14102624\/IN_0195-cropped-600x250.jpg 600w\" sizes=\"auto, (max-width: 730px) 100vw, 730px\" \/><\/a><p id=\"caption-attachment-27711\" class=\"wp-caption-text\">At Samsung Technical Training Centers authorized technicians will attend hands-on training programs for IoT connected consumer electronics and home appliance products in a real-world setting.<\/p><\/div>\n<p>\u201cSamsung is committed to investing in the ongoing education and future of our authorized technical support teams, which in turn supports the needs of our customers,\u201d explained Lawder. \u201cLong-term, this training program and updated platform will increase the knowledge and visibility of our global network and lend itself to more tangible, faster results.\u201d<\/p>\n<p><em>*Digital Service Request platform accessed via Samsung Members app is currently available to limited zip codes.<\/em><\/p>\n","protected":false},"excerpt":{"rendered":"<p>Today\u2019s smart connected televisions and intelligent home appliances are sophisticated devices which require a new approach to servicer training and specialized technician tools to ensure the best possible customer service. This is why Samsung Electronics America is building on its deep investment in Customer Care to provide authorized service technicians with new skills education, training [&hellip;]<\/p>\n","protected":false},"author":84,"featured_media":27709,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"footnotes":""},"categories":[29719,17571],"tags":[950,10676,24080],"blue-badge":[],"class_list":["post-27707","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-corporate","category-corporate-workforce","tag-michael-lawder","tag-samsung-care","tag-samsung-technical-training-center-sttc"],"acf":{"turn_off_retargeting":false},"fimg_mobile_url":"https:\/\/img.us.news.samsung.com\/us\/wp-content\/uploads\/2019\/06\/14102625\/IN_0504.jpg","fimg_url":"https:\/\/img.us.news.samsung.com\/us\/wp-content\/uploads\/2019\/06\/14102625\/IN_0504.jpg","primary_category":{"term_id":29719,"name":"Corporate","slug":"corporate","term_group":0,"term_taxonomy_id":29719,"taxonomy":"category","description":"","parent":0,"count":1029,"filter":"raw","term_link":"https:\/\/samsung-newsroom-production.barbariangroup.com\/us\/category\/corporate\/","term_path":"corporate"},"badge":false,"_links":{"self":[{"href":"https:\/\/samsung-newsroom-production.barbariangroup.com\/us\/wp-json\/wp\/v2\/posts\/27707","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/samsung-newsroom-production.barbariangroup.com\/us\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/samsung-newsroom-production.barbariangroup.com\/us\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/samsung-newsroom-production.barbariangroup.com\/us\/wp-json\/wp\/v2\/users\/84"}],"replies":[{"embeddable":true,"href":"https:\/\/samsung-newsroom-production.barbariangroup.com\/us\/wp-json\/wp\/v2\/comments?post=27707"}],"version-history":[{"count":0,"href":"https:\/\/samsung-newsroom-production.barbariangroup.com\/us\/wp-json\/wp\/v2\/posts\/27707\/revisions"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/samsung-newsroom-production.barbariangroup.com\/us\/wp-json\/wp\/v2\/media\/27709"}],"wp:attachment":[{"href":"https:\/\/samsung-newsroom-production.barbariangroup.com\/us\/wp-json\/wp\/v2\/media?parent=27707"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/samsung-newsroom-production.barbariangroup.com\/us\/wp-json\/wp\/v2\/categories?post=27707"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/samsung-newsroom-production.barbariangroup.com\/us\/wp-json\/wp\/v2\/tags?post=27707"},{"taxonomy":"blue-badge","embeddable":true,"href":"https:\/\/samsung-newsroom-production.barbariangroup.com\/us\/wp-json\/wp\/v2\/blue-badge?post=27707"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}