Responding to Customer Inquiries and Complaints

Responding to customer inquiries and complaints

For inquiries and requests received via toll-free number and website, the Customer Relations Department staff provide clear and accurate explanations so that customers can gain a full understanding of the issue.

To customers who submitted inquiries via email, questionnaires are sent to obtain feedback on their level of satisfaction with the way their inquiries were handled (response content, response time, etc.). Based on the questionnaire results, the Customer Relations Department staff work to improve their response to customer inquiries. Efforts are also being made to maintain and improve the level of customer satisfaction with inquiry response, by setting numerical targets for customer satisfaction ratings and inquiry response times. In fiscal 2014, we achieved all the set targets.

As for products about which we received many inquiries and requests, the contents of the inquiries and requests are communicated to the relevant departments, which will then make the relevant improvements, such as adding explanations concerning those products on the company website and product catalogues. For any complaints received from customers, the Customer Relations Department staff work sincerely, in cooperation with the relevant business offices and the Technical Service Department, to resolve problems and complaints quickly and satisfactorily, so as to build and maintain good relationships with our customers.

Changes in the number of inquiries from customers

Changes in the number of inquiries from customers

System for responding to customer complaints

System for responding to customer complaints

ACTION FOR CSR