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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.
Register for this course and see more details by visiting:
OpenCourser.com/course/yvlsju/samsung
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
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
Troubleshooting and Types of Repairs
This module is all about troubleshooting devices in need of Level 1 support.
Device Intake and The Customer's Journey
This module details every part of the interaction with the customer. It covers customer check-in and check-out, troubleshooting, and how to prep the device for repair.
Good to know
Good to know
Know what's good ,
what to watch for , 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
Save this course
Save Samsung Customer Care Essentials to your list so you can find it easily later:
Save
Save
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
Show steps
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
Show steps
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
Show steps
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
Show steps
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
Show steps
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
Show steps
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
Show steps
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
Compile and Review Course Materials
Show steps
Prepare for greater success by reviewing and organizing available course materials like quizzes, notes, and past assignments.
Show steps
Show steps
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
Show steps
Gain confidence and improve your skills by practicing troubleshooting and device handling techniques repeatedly.
Browse courses on
Troubleshooting
Show steps
Show steps
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
Show steps
Enhance your understanding by seeking out and completing tutorials that cover complex repair techniques and best practices.
Show steps
Show steps
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
Show steps
Expand your network and stay up-to-date on the latest Samsung Care developments by attending industry conferences.
Show steps
Show steps
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
Show steps
Connect with other Samsung Care technicians to share knowledge, discuss challenges, and collaborate on solutions.
Show steps
Show steps
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
Show steps
Solidify your understanding of customer service best practices by creating a comprehensive manual tailored to Samsung Care.
Browse courses on
Customer Service
Show steps
Show steps
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
Show steps
Test your skills and benchmark against other technicians by participating in a Samsung Care repair competition.
Show steps
Show steps
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 Mobile Repair Technician
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.
Samsung Customer Service Representative
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.
Customer Care Manager
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.
Technical Support Specialist
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.
Field Service Technician
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.
Help Desk Analyst
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.
Product Support Engineer
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.
Quality Assurance Tester
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.
Technical Writer
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.
Customer Success Manager
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.
Software Support Engineer
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.
Hardware 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.
Technical Account Manager
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.
Systems Analyst
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.
Network Engineer
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.
For more career information including salaries, visit:
OpenCourser.com/course/yvlsju/samsung
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.
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.
Explores the concepts and technologies involved in customer relationship management (CRM). It discusses customer behavior, data analytics, and strategies for building strong customer relationships.
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.
Save
Provides an accessible and engaging introduction to Android development. It uses a visual and interactive approach to teach core concepts and best practices.
Provides a practical introduction to Android application development. It covers the basics of Android programming, including UI design, data handling, and app deployment.
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.
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.
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.
Provides practical guidance on delivering exceptional customer service. It covers essential principles, communication skills, and techniques for handling challenging customer interactions.
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.
For more information about how these books relate to this course, visit:
OpenCourser.com/course/yvlsju/samsung
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Effort
3 weeks, 2-3 hours/week
Level
Introductory
Via
Coursera
Institution
Samsung
Instructors
Amanda Harmon
Robert Ketcham
Felipe Limones
Language
English
Good to know
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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