Customer response: Customer support system
Responding quickly to inquiries
The Olympus Group has a system that can support customers according to product features. At the same time, we are making efforts to improve the rate of response to customersNote1 so as to enhance customer counseling functions in terms of customers and products in each field at the customer support centers and to enhance the customer-based response system.
Furthermore, we are cooperating with overseas subsidiaries and sales agents to globally maintain the inquiry and repair systems in each product field. Customers can refer to our web site to get appropriate information on where to contact us for their products in their regions.
Note1: Rate of response to customers: the probability that a customer's phone call to a customer support center successfully connects to an operator on the first try
Number of inquiries to customer support centers
Customer Response System in Japan
Olympus improves customer satisfaction by promptly incorporating customers' opinions in development, manufacturing, marketing, and after-sale service processes in an integrated manner.
| Product Fields | Customer Response System |
|---|---|
| Imaging field | Assignment of personnel in charge of inquires according to a time Olympus is ready to respond to customer inquiries on weekends and public holidays, as well as on normal business days. This service is available on any day except system maintenance days and the year-end/New Year period. Carrying out various investigations to improve customer satisfaction Olympus checks whether customers are satisfied with its services by conducting interview surveys or commissioning anonymous surveys by independent research organizations. The results are used to achieve further improvement in customer satisfaction levels. Improving Response Quality As part of our efforts to maximize customer satisfaction, we are working to improve the communication skills and technical production knowledge of personnel who respond to telephone inquiries. We have also established product-specific inquiry systems for technical questions about digital single-lens reflex cameras and other products. |
| Endoscope | For development of customer-oriented activities, we use the following as our motto : "Now, the problem is solved. Thank you." Development of a service system that can provide highly credible and safe medical instruments that customers can use with confidence Customers must be able to use our products safely and with confidence. That is why we place particular importance on questions relating to the use of our products and procedures to follow in the event that malfunctions occur. Recently we have deployed experts in cleaning, sterilization and the use of high-frequency equipment to answer questions from users. We are also continually enhancing our capacity to respond to user problems in a timely and professional manner. When the need arises, for instance, field service personnel are dispatched immediately to solve problems in medical workplaces. Our call center is also open on Saturdays (9:00-15:00). Promotion of business improvement based on customer feedback To reflect customer feedback in business improvement, The Voice of the Customer, an in-house report, is delivered to the managers of the Manufacturing, Development, and Marketing Departments and reported to the top management. |
| Microscope | Customer Satisfaction Improvement Activities at Customer Service Centers At Olympus, we place utmost importance on improvement initiatives based on customer feedback. We work continually to achieve customer satisfaction by improving the skill levels of our telephone response personnel. One of our initiatives for ensuring that customers can use our products with confidence is the expansion of the FAQ content on our websites. Knowledge management methods allow us to resolve customer inquiries with enhanced efficiency and speed. We actively seek the views of our customers. This feedback provided by customers is highly useful for improving our development, manufacturing and sales activities. We strive to respond to customer expectations by identifying key issues, even though it may be the opinions expressed by only a small number of users. Customer Service Centers—Providing Solutions The task of the Customer Service Centers is to ascertain the customer's needs, and to suggest products based on a proper understanding of those needs. In addition to product suggestions, the Customer Service Centers can also suggest solutions. Integrated Management of E-Mail Received Via Website Customers can access our Customer Service Centers by e-mail as well as by telephone. Integrated e-mail management ensures efficient processing of customer input and allows the Customer Service Centers to respond more quickly to inquiries. We use all customer contact points in our efforts to optimize customer satisfaction. |
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