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Samsung Client Standard Operating

Procedures Acknowledgement

The following reflects specific Call Quality guidelines that are to be followed by each employee on the Samsung
Account. There are three levels of non-compliance that each disciplinary action specifies to the behavior.

Compliance Level One: Zero Tolerance

The below behaviors exhibited by any employee communicating with a customer will result in immediate
termination on the first occurrence:

1) Use of Profanity/Explicit Language

2) Sexual Remarks
3) Threats to customers
4) Refusal to escalate calls to supervisors or management

Compliance Level Two: Written Warning

The below behaviors exhibited by any employee communicating with a customer will result in a Final Written
Warning on the first occurrence and depending on the severity of the infraction, could result in termination and
immediate termination upon the second offense:

1) Intentional Call Disconnect

2) Intentional call manipulation (i.e. immediately transferring incoming call to different LOB;
Unauthorized use of an aux code, immediately placing incoming calls on hold)
3) Not available in Queue to receive inbound calls
4) Rude & Unprofessional behavior
5) Refusal to provide name/identification
6) Failed to read Outbound Disclosure Recording Information
7) Non-adherence to Scheduled call back
8) Call back promised but not scheduled
9) False documentation
10) No documentation

Compliance Level One: Verbal Warning

The below behaviors exhibited by any employee communicating with a customer will result in a Verbal Warning
but if multiple offenses occur will progress in warning up to termination.

1) Excessive use or abuse of hold

2) Changing BP account information without customer consent/knowledge
3) Transaction cancellation without customer notification or consent
4) Serial/IMEI number requested for any call other than when setting up a repair, exchange, refund or
compensation.
5) Process/Policy not followed (i.e. Invalid transaction type used; invalid accommodation offer, etc.)
6) Invalid Transfer
7) CTI (Computer Telephony Integration) provides information for incoming call and agent requests anyway.
8) Invalid 1k or 2k ticket closure coding

I have read, understand and acknowledge the Standard Operating Procedure (SOP) document that addresses
behavior and compliance while completing my job function.

I agree to adhere to the procedures and understand that disciplinary action will occur if the guidelines are not
followed.
Marco Antonio Mariano
_____________________________ ______________________________ 07 15 2021
_____/______/______
Employee Name (Print) Employee Signature Date
REV: 05/25/2016