Customer response: Customer support system
Responding quickly to inquiries
The Olympus Group has established systems to provide customer support based on product characteristics. We are working with overseas subsidiaries and distributors to enhance our global inquiry and repair systems in each product category. These activities are always guided by our awareness of the customer's perspective. Our websites provide customers with clear information about points of contact in their regions for inquiries about their products.
Customer Response System in Japan
| 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. Improving Customer Response Quality We are improving customer satisfaction by: • improving the communication skills and product knowledge of telephone response staff, • providing product specific points of contact where customers ask specialized questions about particular products, such as digital SLR cameras, • conducting interview surveys of customers and commissioning blind surveys by outside research organizations, in order to ascertain if customers are satisfied with our response quality, and to obtain information that can be used to improve customer satisfaction further. |
| Endoscope | 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 Advice Centers Staff listen carefully to customer comments. Even views expressed by a small minority of customers are fed back to development, production and marketing departments as part of efforts to meet customer expectations. Centralized Management of e-Mail Inquiries through Websites In addition to telephone-based assistance, advice centers also provide centralized management of e-mail inquiries to ensure that questions are resolved in an efficient and timely manner. We use all customer points of contact in our efforts to ensure customer satisfaction. Techno-lab Microscope Seminars When customers make inquiries by telephone or via a website, they are informed about microscope seminars provided by Olympus for its customers. Last year we ran seven different courses, including a seminar on the preparation of beautiful fluorescent specimens. These events were extremely popular with participants. Three new courses will be added in current year as part of our continuing efforts to help customers learn about the effective use of microscopes and the fascinating world of microscopic observation. Olympus staff also visit classes on biology and clinical testing at universities and technical schools to provide on-site coaching. This program has been extremely popular with students. |
Words of Appreciation from Customers
Olympus receives numerous expressions of appreciation in response to its customer support activities.
"I was looking for a particular accessory. It was not stocked by Olympus, but the Olympus staff found another supplier and gave me the contact details. That was very helpful."
"When I telephoned about a problem, it was very encouraging to discover that the assistant was aware of a previous issue, even though it had been handled by someone else."
"I was resigned to the fact that it wouldn't be possible to repair my product, which I bought over 20 years ago, but when I inquired I was extremely grateful to find that it could be repaired."
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