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Samsung Customer Care Essentials

Instructors: Amanda Harmon

Included with

Learn more

3 modules

Gain insight into a topic and learn the fundamentals.

Beginner level

Recommended experience

7 hours to complete

Flexible schedule

Learn at your own pace

3 modules

Gain insight into a topic and learn the fundamentals.

Beginner level

Recommended experience

7 hours to complete

Flexible schedule

Learn at your own pace

What you'll learn

This course will prepare you to effectively understand the Samsung Care organization and the role you can play as an ambassador of Samsung.
We'll help you become proficient in providing front of house troubleshooting support for Samsung mobile devices.

Skills you'll gain

Tools you'll learn

Android (Operating System)

Details to know

Shareable certificate

Add to your LinkedIn profile

Assessments

4 assignments

Taught in English

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There are 3 modules in this course

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.

Module details

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.

What's included

4 videos10 readings1 assignment

4 videosTotal 11 minutes

Intro to Samsung Care Troubleshooting Essentials2 minutes
Welcome to The Samsung Galaxy1 minute
Goals and Brand Pillars of Samsung Care5 minutes
Overview of Samsung Top Apps3 minutes

10 readingsTotal 106 minutes

An Inside Look into Your Mobile Device Repair Journey with Samsung Care5 minutes
Before You Begin5 minutes
Welcome to the Samsung Galaxy Learning Objectives10 minutes
Samsung Fun Facts5 minutes
Overview of the Galaxy Families30 minutes
Samsung External Supports20 minutes
Overview of Android OS10 minutes
Samsung One UI10 minutes
Top Samsung Apps10 minutes
What's Next?1 minute

1 assignmentTotal 20 minutes

Welcome to the Samsung Galaxy Quiz20 minutes

This module is all about troubleshooting devices in need of Level 1 support.

What's included

7 videos8 readings1 assignment

7 videosTotal 38 minutes

Troubleshooting Essentials6 minutes
Breaking Points4 minutes
Troubleshooting Known App Issues7 minutes
Troubleshooting Unknown App Issues7 minutes
Troubleshooting OS Issues for Samsung One UI6 minutes
Display Troubleshooting5 minutes
Battery and Device Optimization3 minutes

8 readingsTotal 47 minutes

Troubleshooting and Types of Repairs Learning Objectives1 minute
Types of Repairs5 minutes
Foundation of Troubleshooting5 minutes
Permissions Scenario10 minutes
The Safe Mode Experience5 minutes
Android Troubleshooting10 minutes
Other Common Troubleshooting Scenarios1 minute
Customer Education Opportunities10 minutes

1 assignmentTotal 20 minutes

Troubleshooting and Types of Repairs Quiz20 minutes

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.