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Samsung Customer Care Essentials

Amanda Harmon, Robert Ketcham, and Felipe Limones

Prepare to join a group of over 10,000 Samsung Mobile certified repair technicians in the U.S. who have gone through a training certification that equips them with the skills to conduct a mobile repair safely. Samsung has more than 1,000 Authorized Service Centers and service locations which is a care network that 75% of Americans have access to. This is an entry level course that will teach you the basics of Samsung Care that are needed to become a Samsung mobile repair technician or customer care representative.

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What's inside

Syllabus

Welcome to the Samsung Galaxy
This week will focus on the background of Samsung. We will introduce the staples of Samsung devices and provide resources for a deeper understanding of what a Samsung customer may be experiencing.
Read more

Traffic lights

Read about what's good
what should give you pause
and possible dealbreakers
Introduces the basics of Samsung Care for mobile repair technicians or customer care representatives for beginners
Provides resources for a deeper understanding of Samsung devices' experience
Offers troubleshooting and repair techniques for Level 1 support
Covers the customer interaction process, including check-in, check-out, troubleshooting, and device preparation for repair
Prepares students to join the group of over 10,000 Samsung Mobile certified repair technicians in the U.S

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Reviews summary

Essential foundation for samsung care careers

According to learners, this course provides a solid entry-level foundation for aspiring Samsung mobile repair technicians and customer care representatives. Many found the content clear and well-structured, particularly praising its focus on Level 1 troubleshooting and the crucial aspects of device intake and customer interaction. While it's largely seen as beneficial for beginners, some note that it covers basic concepts, implying those with prior experience might find it less challenging. The course effectively equips students with the essentials for the Samsung Care network, preparing them for a career in mobile repair safely.
Well-organized content, easy to navigate.
"The modules were well-structured, making it easy to progress through the material logically."
"I found the welcome module and troubleshooting sections to be very clear and comprehensive."
"The flow from device intake to customer journey was intuitive and helped tie everything together."
Highly relevant to Samsung devices and services.
"The course is great because it's tailored specifically to Samsung products and their care network."
"I appreciated learning about the unique aspects of Samsung devices and their troubleshooting."
"This training provides essential information specifically for working within the Samsung care ecosystem."
Provides fundamental knowledge for new learners.
"This course is perfect for anyone starting out in mobile repair, I learned so much from scratch."
"As a complete novice, I found the explanations easy to follow and the pace just right for me."
"I appreciate how they broke down complex ideas into simple, understandable concepts for entry-level."
Directly prepares for a Samsung Care career.
"The focus on Level 1 troubleshooting directly applies to real-world technician duties."
"I now feel confident handling customer interactions and device intake processes efficiently."
"This training is exactly what I needed to prepare for a role as a Samsung customer care representative."
Covers basics, may lack depth for experienced users.
"While good for beginners, I was hoping for more advanced repair techniques beyond Level 1."
"If you already have some experience, this course might feel a bit too basic for your needs."
"It's a great start, but I'll need additional training to handle more complex Samsung device issues."

Activities

Be better prepared before your course. Deepen your understanding during and after it. Supplement your coursework and achieve mastery of the topics covered in Samsung Customer Care Essentials with these activities:
Compile and Review Course Materials
Prepare for greater success by reviewing and organizing available course materials like quizzes, notes, and past assignments.
Show steps
  • Gather and organize notes, assignments, quizzes, and exams from previous courses or available materials for this course
  • Review and identify key concepts and areas for improvement
  • Summarize key points and create condensed study notes
Practice Troubleshooting and Device Handling
Gain confidence and improve your skills by practicing troubleshooting and device handling techniques repeatedly.
Browse courses on Troubleshooting
Show steps
  • Set up a practice area with a variety of mobile devices
  • Simulate common repair scenarios and practice diagnosing and resolving issues
  • Practice handling devices carefully to avoid damage
Explore Advanced Repair Techniques
Enhance your understanding by seeking out and completing tutorials that cover complex repair techniques and best practices.
Show steps
  • Search for online tutorials or workshops on advanced mobile repair techniques
  • Select tutorials that align with your learning goals and skill level
  • Follow the instructions and complete the exercises in the tutorials
Four other activities
Expand to see all activities and additional details
Show all seven activities
Attend a Samsung Care Industry Conference
Expand your network and stay up-to-date on the latest Samsung Care developments by attending industry conferences.
Show steps
  • Search for upcoming Samsung Care industry conferences
  • Register and attend the conference
  • Network with other technicians, experts, and industry leaders
Join a Samsung Care Technician Support Group
Connect with other Samsung Care technicians to share knowledge, discuss challenges, and collaborate on solutions.
Show steps
  • Search online for Samsung Care technician forums or support groups
  • Join a group and actively participate in discussions
  • Share your experiences, ask questions, and learn from others
Develop a Samsung Care Customer Service Manual
Solidify your understanding of customer service best practices by creating a comprehensive manual tailored to Samsung Care.
Browse courses on Customer Service
Show steps
  • Research and gather information on Samsung Care customer service policies and procedures
  • Organize and outline the content of the manual
  • Write clear and concise instructions for each customer service scenario
  • Review and edit the manual for accuracy and completeness
Participate in a Samsung Care Repair Challenge
Test your skills and benchmark against other technicians by participating in a Samsung Care repair competition.
Show steps
  • Monitor Samsung Care announcements for upcoming repair challenges
  • Register and prepare for the competition
  • Complete the repair tasks within the specified time and to the best of your ability

Career center

Learners who complete Samsung Customer Care Essentials will develop knowledge and skills that may be useful to these careers:
Samsung Customer Service Representative
Samsung Customer Care Essentials can help you build a foundation of Samsung Care that is needed to become a Samsung mobile repair technician or customer care representative. This entry level course will provide you with knowledge of how to best serve Samsung customers and help prepare you to join over 10,000 Samsung Mobile certified repair technicians in the U.S.
See salaries and explore the career path for Samsung Customer Service Representative
Samsung Mobile Repair Technician
This Samsung Customer Care Essentials course can help you prepare to join a group of over 10,000 Samsung Mobile certified repair technicians in the U.S. who have gone through a training certification that equips them with the skills to conduct a mobile repair safely. Samsung has more than 1,000 Authorized Service Centers and service locations which is a care network that 75% of Americans have access to.
See salaries and explore the career path for Samsung Mobile Repair Technician
Customer Care Manager
Learning the basics of Samsung Care can help entry level professionals advance a career in a management role. This Samsung Customer Care Essentials course will teach you how to best care for Samsung customers by detailing every part of the interaction with the customer, from check-in to check-out, troubleshooting, and how to prep the device for repair.
See salaries and explore the career path for Customer Care Manager
Technical Support Specialist
This course teaches you the basics of Samsung Care that are needed to become a Samsung mobile repair technician or customer care representative. This knowledge could also prepare you for entry level and advanced roles in technical support.
See salaries and explore the career path for Technical Support Specialist
Field Service Technician
If you seek to enter or advance a career as a Field Service Technician, this Samsung Customer Care Essentials course can help you prepare by teaching you the basics of Samsung Care that will help you interact with customers and troubleshoot devices in need of Level 1 support.
See salaries and explore the career path for Field Service Technician
Help Desk Analyst
This course may be helpful for those who wish to enter or advance a career as a Help Desk Analyst. While the course is specific to Samsung Care, it will teach you soft skills helpful for working with any customer base.
See salaries and explore the career path for Help Desk Analyst
Quality Assurance Tester
This Samsung Customer Care Essentials course may be useful if you seek to enter or advance a career as a Quality Assurance Tester. While it focuses on Samsung products, the course will teach you troubleshooting skills and how to give detailed feedback to improve products and services.
See salaries and explore the career path for Quality Assurance Tester
Product Support Engineer
This Samsung Customer Care Essentials course may be helpful if you seek to enter or advance a career as a Product Support Engineer. While it focuses on Samsung products, the course will teach you troubleshooting skills and how to give detailed feedback to improve products and services.
See salaries and explore the career path for Product Support Engineer
Technical Writer
This Samsung Customer Care Essentials course may be helpful for those who wish to enter or advance a career as a Technical Writer. While the course is specific to Samsung Care, it will teach you how to write detailed customer care documentation that is easy to use and understand.
See salaries and explore the career path for Technical Writer
Customer Success Manager
This Samsung Customer Care Essentials course may be helpful for those who wish to enter or advance a career as a Customer Success Manager. While the course is specific to Samsung Care, it will teach you how to manage and build relationships with customers, identify and resolve customer issues, and ensure customer satisfaction.
See salaries and explore the career path for Customer Success Manager
Software Support Engineer
This Samsung Customer Care Essentials course may be helpful for those who wish to enter or advance a career as a Software Support Engineer. While the course is specific to Samsung products, it will teach you how to troubleshoot software issues and provide technical support to customers.
See salaries and explore the career path for Software Support Engineer
Hardware Support Engineer
This Samsung Customer Care Essentials course may be helpful for those who wish to enter or advance a career as a Hardware Support Engineer. While the course is specific to Samsung products, it will teach you how to troubleshoot hardware issues and provide technical support to customers.
See salaries and explore the career path for Hardware Support Engineer
Technical Account Manager
This Samsung Customer Care Essentials course may be helpful for those who wish to enter or advance a career as a Technical Account Manager. While the course is specific to Samsung Care, it will teach you how to manage customer relationships, identify and resolve customer issues, and provide technical support.
See salaries and explore the career path for Technical Account Manager
Systems Analyst
This Samsung Customer Care Essentials course may be helpful for those who wish to enter or advance a career as a Systems Analyst. While the course is specific to Samsung products, it will teach you how to analyze and troubleshoot system issues and provide technical support to customers.
See salaries and explore the career path for Systems Analyst
Network Engineer
This Samsung Customer Care Essentials course may be helpful for those who wish to enter or advance a career as a Network Engineer. While the course is specific to Samsung products, it will teach you how to troubleshoot network issues and provide technical support to customers.
See salaries and explore the career path for Network Engineer

Reading list

We've selected ten books that we think will supplement your learning. Use these to develop background knowledge, enrich your coursework, and gain a deeper understanding of the topics covered in Samsung Customer Care Essentials.
Service Management
Save
This textbook provides a comprehensive overview of service management principles and practices. It covers topics such as service design, delivery, and measurement, providing a solid foundation for understanding the field.
Service Management
Paperback
Check
Service Management
Kindle Edition
Check
Cover image
Customer Relationship Management
Save
Explores the concepts and technologies involved in customer relationship management (CRM). It discusses customer behavior, data analytics, and strategies for building strong customer relationships.
Customer Relationship Management
Paperback
$$$
Customer Relationship Management: Concepts,...
Kindle Edition
$$$
Cover image
Android Studio 4.0 Development Essentials - Kotlin...
Save
Offers a comprehensive guide to using Android Studio 4.0 for Android application development. It covers setting up the development environment, building user interfaces, and working with databases.
Android Studio 4.0 Development Essentials - Kotlin...
Paperback
$$
Cover image
Excel Cookbook
Save
Provides an accessible and engaging introduction to Android development. It uses a visual and interactive approach to teach core concepts and best practices.
Excel Cookbook
Paperback
Check
Excel Cookbook
Kindle Edition
Check
Cover image
Sams Teach Yourself Android Application Development...
Save
Provides a practical introduction to Android application development. It covers the basics of Android programming, including UI design, data handling, and app deployment.
Sams Teach Yourself Android Application Development...
Paperback
Check
Sams Teach Yourself Android Application Development...
Kindle Edition
Check
Cover image
The Employee Experience Revolution
Save
Presents innovative approaches to customer service and explores the latest trends and technologies. It provides insights on how to create a customer-centric culture and exceed customer expectations.
The Employee Experience Revolution: Increase Morale...
Hardcover
$$
The Employee Experience Revolution: Increase Morale...
Kindle Edition
$
Cover image
The Amazement Revolution
Save
Emphasizes the importance of building strong customer relationships and delivering personalized service. It shares real-world examples and strategies for creating a positive customer experience.
The Amazement Revolution
Paperback
Check
The Amazement Revolution
Kindle Edition
Check
Cover image
Testing of Concrete in Structures
Save
Provides a comprehensive overview of the art of mobile phone repair. It covers everything from the basics of mobile phone repair to more advanced techniques. It valuable resource for anyone who wants to learn more about how to repair mobile phones.
Testing of Concrete in Structures
Paperback
Check
Testing of Concrete in Structures
Kindle Edition
Check
Cover image
No Nonsense: Time Management
Save
Provides practical guidance on delivering exceptional customer service. It covers essential principles, communication skills, and techniques for handling challenging customer interactions.
No Nonsense: Time Management: 50 Tips to Hack Your...
Kindle Edition
$
(Pусский) Найти баланс: 50 советов о том, как управлять...
Kindle Edition
$
Cover image
Network Know-How
Save
Provides a comprehensive overview of the complete guide to mobile phone repair. It covers everything from the basics of mobile phone repair to more advanced techniques. It valuable resource for anyone who wants to learn more about how to repair mobile phones.
Network Know-How
Paperback
Check
Network Know-How
Kindle Edition
Check

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Course image
Effort
3 weeks, 2-3 hours/week
Level
Introductory
Via
Coursera
Institution
Samsung
Instructors
Amanda Harmon
Robert Ketcham
Felipe Limones
Language
English
Traffic lights
Read about what's good
what should give you pause
and possible dealbreakers
Introduces the basics of Samsung Care for mobile repair technicians or customer care representatives for beginners
Provides resources for a deeper understanding of Samsung devices' experience
Offers troubleshooting and repair techniques for Level 1 support
Covers the customer interaction process, including check-in, check-out, troubleshooting, and device preparation for repair
Prepares students to join the group of over 10,000 Samsung Mobile certified repair technicians in the U.S
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