When the coronavirus pandemic broke out and Samsung service centers had to be temporarily closed in Canada, the company came up with a solution that allowed local customers to continue to receive support and secure product deliveries. And for this effort, the Canadian branch of the Korean technology giant has now received a silver award in the Best Customer Experience Crisis category at the International Customer Experience Award (ICXA).
Samsung won runner-up for its Stay Home, Stay Safe program, launched shortly after service center closures in Canada, through which the company maintained its commitment to safety and exceptional customer service. The program allowed customers to sign up for free contactless pickup and return regardless of whether or not their products were under warranty.
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In addition, Samsung has implemented safety protocols such as strict hygiene standards at service centers and has also become the only manufacturer in the industry to offer a "garage" repair option for large appliances. It was also the only manufacturer in Canada that delivered the device back to the customer within three to five business days.
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In addition to Samsung, the ICXA recognized the Ministry of Health of Saudi Arabia and Petromin Express, PZU SA, Shell International and Sunway Malls for the best customer experience in the crisis. "We are extremely honored by the award for our commitment to providing convenient, seamless and affordable services to our customers across the country," Frank Martino, vice president of the Corporate Service department of Samsung Canada, let himself be heard.
