Service is key to top spot in market: Samsung Myanmar

South Korea’s Samsung Electronics, the world’s leading manufacturer of smartphones and home appliances, has secured a firm foothold in Myanmar and is determined to become part of the country’s march to economic development.

Calvert Yap, head of Consumer Electronics at Samsung Myanmar, talks about the company’s plans to expand in the country and to help in its development.

What is your home appliance market share?

Although Samsung is known more for mobile phones, its home appliances are good quality and popular. Samsung is always trying to improve its electronic goods. Since becoming the world’s No.1 brand in 2006, we have introduced many innovations, and are still the leading seller of flat-screen TVs and monitors. We constantly introduce high-quality, well-designed home appliances, and have been No.1 in Myanmar’s TV market since entry.

What are Samsung’s plans for Myanmar?

We always aim for more convenience and a better experience for users. Also, we always seek customer feedback, and will continue to introduce quality products in answer to customers’ needs for a better lifestyle. But introducing high-tech products is not enough. We need to provide excellent customer service, and we are trying our best to do that.

How important is Myanmar to Samsung?

Since entering Myanmar, we have thought of it as an important and new market. But our business performance depends on many factors, visible and invisible. Myanmar’s communications, internet and electricity infrastructure have improved since 2011. However, our ability to expand our market and carry out our economic strategy depend on progress in these areas, which enable us to bring the best technology and experience to our users in places that have reliable access to electricity.

What service do you offer for home appliance customers?

Our customer service centres in Yangon, Mandalay, Monywa, Nay Pyi Taw and Pathein cities provide after-sales service for home appliances. We also offer in-home and door-to-door service in Yangon and Mandalay. Our call centre representatives are always available to answer customers’ questions, at 01-2399888. Samsung smartphone users can ask for help 24/7 via their Samsung member accounts, on our official Facebook page, or website live chat.

How do you answer people who say Samsung electronics cost more and don’t last long?

Samsung is always focussed on improving the quality and value of our products, which is what we try to convey to our customers. We make a range of models that are tailored to the different budgets and needs of consumers. As a popular brand in countries around the world, we have the largest service network, so our customers in Myanmar receive the best after-sales service experience.

How do you make consumers aware of fake Samsung products?

We have spread the word about counterfeit products and the benefits of using real Samsung products on social media as well as through pamphlets. Official warranty stamps of Samsung Myanmar appear on the packages of all our products, such as TVs, refrigerators, and washing machines. Plus, customers get free one-year in-home service.

What products will you launch in the future?

We have introduced high-quality products such as the 8K QLED TV around the world, as well as in Myanmar, which has received good feedback from customers. We will launch new technology for TVs, refrigerators, air-conditioners and washing machines, which are the most important electrical appliances for the home. We will maintain our No. 1 position in the market by continuing to bring new experiences to our customers.

What questions do you hear most from customers?

Customers mostly ask about how to use the products they have bought. We welcome and are delighted to answer their questions, because the more questions they ask the better service we can provide. Through their questions, we can find out what they need and what they want. Only in this way can we maintain our position as a good, long-standing brand. We encourage our customers to share their concerns about anything that inconveniences them or about what they need.

Is there anything else you want to tell your Myanmar customers?

Samsung thanks its customers around Myanmar for their support and for making us a successful brand. We always listen to our customers’ concerns and will try our best to fulfil their needs. We will continue to introduce state-of-the-art technology and the best service and products for the convenience of all the men, women and children of Myanmar.

Source: Myanmar Times

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