VIP Care Service SEUC 2013 SVC Team

VIP Care Service SEUC 2013 SVC Team

What is the VIP Care Program Target - Make customer feel exclusive VIP membership - Stimulate Customer loyalty to Samsung with VIP care benefits Purposes - Sales increase with comfortable experienced support - Service differentiation: for customers, among vendors VIP Models VIP support items Product Model Valid period TV · Smart TV 8, 9 series (ES) 2 years 2012 Yes Yes HHP · Galaxy SIII, Galaxy Note II, Galaxy S 4, Galaxy Note 10. 1 , Galaxy Note 8. 0 1 year 2012 -2013 Yes Yes MON Series 9 2 years 2012 Yes - Yes NPC · Series 9, Series 7, Series 5 1 years 2012 Yes Yes REF · Eco. Space 2, Sveta 2 3 years 2012 Yes - Yes Oven • Dual Cook 3 years 2012 Yes - Yes W/M · Arno, SIENE, Volga , 3 years 2012 Yes - Yes DSC · NX 200 2 years 2012 Yes Yes Launching date Before SVC After SVC Loan sets Back delivery VIP City (8) - Kiev, Donetsk, Kharkov, Dnepropetrovsk, Odessa, Lviv, Zaporozhie Ø Other cities - usual service in common ASC 2 of 12

Summary Stages Smart TV HHP NPC & MON DSC REF & W/M & Oven □ Registration: Customer call to VIP exclusive Hot line and receiving of VIP Card Registration 0 -800 -502 -022 Loan Set After care Program - Transfer to contents from old one to new one (Only Samsung) · Phone book, Photo, Music & Move file etc. - Software Up-grade Before care Program - Check installation & Picture Quality · Internet setting, Satellite, connection with other goods etc -Initial setting · Software Up-grade UE 40 D 8000 Galaxy SII, Galaxy TAB 10”, Galaxy Note. - 24 Hours Service, - VIP Exclusive call center - Supply Loan set - Excuse Gift (discount card) - Back delivery repaired goods - Transfer to program from old one to new one · Only program except customer data in HDD · Software Up-grade NPC series 9 NX 200 - Check installation · REF temperature, W/M Balance etc - Consultation about Oven’s functions - 24 Hours Service - VIP Exclusive call center - Excuse Gift (discount card) - Back delivery 3 of 12

Before Purchase Advertisement POSM distributing FSM training Corporative Marketing advertise Product detailers distribute VIP Product trainers teach FSM : VIP care info via: POSM in shops: • VIP care process • internet, 1. Vobler (placed near small products) • VIP advantages for customer • social networks, 2. Sticker on product • FSM motivation • product microsites (big size for TV, W/M, REF) 3. Booklet with VIP care info 1 3 2 (Aug. 2011, TV / HHP FSM Training) 4 of 12

VIP Registration Process 0 -800 -502 -022 Registration Process: 1. Customer call to VIP Hot Line 2. Samsung Call Center register customer Mr. Cardholder VIP 20110001 information 3. Samsung send VIP member card by mail 4. Customer receive card and congratulation letter 5 of 12

Before service Call Center support Service Plaza support Dedicated hot line 0 -800 -502 -022 : CSP Before Service (If customer ask Via call) - Greeting Call (2 nd day) – first using Help • Set-up and installation check (TV, HA) – visit - Care Call (after 3 month) – advanced using help + customer feedback. • New S/W proposal – inform customer, help to upgrade • Remote service for NPC – diagnostic and support with remote access utilities • Tech advising on demand – direct contact to tech adviser (beside general advisers) customer, check connections and product set-up menu. • Installation help (HHP, IT, DSC) –Help to configure device, re-upload customer contacts in HHP, re-install programs in NPC • How-to use explanation – Show to customer product features, explain how to use • S/W upgrade – upgrade product S/W to newest one 6 of 12

After service Service Plaza support Call Center & SVC team SVC Plaza Before Service: VIP call center 0 -800 -502 -022: • Same day repair – visit customer in preferred • Remote service for NPC – diagnostic and support time / immediate repair on face-to-face working place if customer visited CSP • Loan Sets (TV, HHP, NPC, DSC) – For with remote access utilities • Check Call – next days after repair finished, to check that customer satisfied with services customer comfort, CSP provide loan sets in • Excuse Call – in case of repair time > D+0 product can’t be repaired immediately • Excuse gifts – discount card for purchasing of • Back delivery goods to customer– After repair Samsung goods in case of repair time > D+1 finished good will be immediately delivered to customer convenient place 7 of 12

VIP Care Process (chart) Procedure Sales Team Shop Customers Training to FSM for VIP Explanation of VIP program Purchasing VIP Goods Display VIP Material in shop Giving incentive to FSM Inform FSM’s Name to Customer If customer buy VIP goods Call to VIP exclusive Call Center Service Team Registration in system With customer & Product information Explanation for Program in detail Sending of VIP Card Second Care call to Customer First Care call to Customer With congratulation Check Problem Letter (within 2 weeks) (S/W, Installation etc) (Including all Problem) 2 Days after registration 3 Months after registration For registration of VIP Everything OK Or not No Yes Call to VIP exclusive Call Center Done Assignment to CSP For Repair Complete within 24 Hours or not No After service program Yes Happy call 1) Supply Loan set 2) Excuse Gift (Discount coupon) 3) Not Complete Within 7 days (exchange new one) Before service Program 1) Old phone contents transfer to new one (Even other brand) 2) Engineer visiting check TV internet , Join other goods & satellite, picture 3) Old NPC program transfer to new one (Even other brand) 4) Check installation for REF and W/M Complete Repair Check re-problem 1 days after repair 8 of 12

VIP Care Process (details) 1) Sales team Task Detail Training to FSM for VIP · Explanation to floor sales man for our VIP Care Program through merchandiser Giving incentive to FSM · Customer inform to us Shop & FSM’s name Who suggest our VIP goods to customer So Cooperate marketing team give incentive to FSM. (Incentive should be prepared) · Each merchandiser display VIP material in each shop Display VIP Material in shop 2) Shop (FSM) Task Detail Explain VIP advantages to customer Most important are: before service support, immediate repair, loan sets. Inform Shop & FSM’s Name to Customer · After purchased VIP goods, FSM can white down only their shop and own name on booklet (in special form) in order to inform to customer and get incentive 9 of 12

VIP Care Process (details) 3) Customer Task Call to exclusive call center Detail · After purchasing VIP goods, they should call to exclusive call center (0 -800 -502 -022) to register VIP customer and inform customer and product information (Model, S/N, Name, address, Phone No, email) 4) Service Team Task Detail · After registration of VIP customer, Call center send special VIP card with congratulation letter to customer by post mail (Within 2 weeks) Sending of VIP Card Mr. Cardholder VIP 20110001 Care call to Customer · After registration of VIP customer, Call center call to customer in order to implement before service. (First call : 2 days after VIP registration Second call : 3 months) * Check Point : Old contents transfer to new goods, S/W Up-Grade, Installation etc. · If customer want before service (when we implement care call to them) we can provide below prepared program through our service center Before service Product HHP / Tab Program · Transfer to contents from old one to new one (Even other brand) (Phone book, Photo, Music & Move file etc. ) · Software Up-grade 10 of 12

VIP Care Process (details) 4) Service Team (continuation) Task Detail Product Program Smart TV Before service · Check installation and picture Quality (Internet setting, Satellite status, connection with other goods etc) · Software Up-grade NPC · Transfer to program from old one to new one (Even other brand) (Only program except customer data in HDD) · Software Up-grade REF / W/M · Check installation (REF temperature, W/M Balance etc) · Call center must answer to customer within 1 hours for any request and any issue (Claim) · Service center must complete repair within 24 hours for all VIP model (All product will be prepared some special spare parts in order to keep safety stock) After service · If service center can’t complete repair within 24 Hours from customer request we will provide below program to them Product Program Loan set Free back delivery HHP(Galaxy. S 2 /Tab 10), TV(Series D 8 40”), NPC(Series 9), DSC(NX 200) · After repair, service center delivery to customer directly 11 of 12