Services problem of Samsung (White paper) Essay

Services problem of Samsung (White paper) - Essay Example One of the critical areas is customer service, and Samsung suffers an epic service problem. In order to correct this problem, a PRS program needs to be implemented. It is cost effective and will spare the company revenue which will have been lost by disgruntled customers. Brand 2 is an international customer relation consultant with an access to the best minds in the service providers. It has a long history and a wide range of customer relations programs and successes in the media industry. Samsung does not require bad publicity in a highly competitive world. Bad publicity tends to scare aware prospective investors and potential customers. Brand 2 can change that and ensure that not only satisfied customers, but also an efficient service team that responds, connects and performs to its level best. This problem is underscored. Samsung customer service ranks no 465 out of the 747 companies that have a Customer Service Scoreboard rating. According to the survey of 1,771 customers of Samsung, there are 1,692 negative comments. This is an overall score of 29.97 out of a possible 200 based upon 1831 ratings. The score rates Samsung customer service and customer support as inadequate. With the highly competitive nature of the technology industry this might be the waterloo of Samsung. Most customers complained of the staff rudeness and dishonesty. The negative comments keep repeating themselves. This is not only a ticking time bomb but a disaster as far as public relation is concerned. For a company of Samsung nature this certainly something that needs urgent attention. The general nature of mankind is to promote negativity; in as far as customer relation is concerned, this poses a major risk. Negative news sells. (KS consulting limited) Unhappy customers spread the word! Depending on the industry this can even be worse. Today, the dangers of negative word-of-mouth are copious;