One of the keys to customer satisfaction is the ability to respond promptly to inquiries and provide timely repair services on the rare occasions that faults occur. Olympus has developed systems to meet these needs and is continually improving its capabilities in this area.
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.
Calls Received at Customer Support Centers
Customer Response System in Japan in Each Product Field
| Product Fields |
Customer Response System |
Medical
Systems |
- Development of a service system capable of providing highly credible and safe medical instruments that customers can use with confidence
- So that our customers can use our products safely and with confidence, we answer technical questions, for example, inquiries relating to the use of our products and procedures to follow in the event that malfunctions occur.
Moreover, we have deployed teams of experts in cleaning medical instruments, sterilization and the use of high-frequency equipment, filing and IT technologies to answer various 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).
|
| Microscopes |
- Customer Satisfaction Improvement Activities at Customer Support Centers
- Our 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
- 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. In FY 2010, 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 FY 2011 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. For details of the seminars, (Only in Japanese)
|
| Imaging |
- Time-Based Assignment of Inquiry Response Personnel
- 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 can ask specialized questions about particular products, such as digital SLR cameras,
•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.
|
Words of Appreciation from Customers
Olympus receives numerous expressions of appreciation in response to its customer support activities.
<Case Studies>
- • "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."
- • From a junior high school teacher…."My questions were about the operation of classroom microscopes. As a science teacher, I simply want my students to enjoy science. I'm sure my questions were very troublesome, but the Olympus staff provided clear and very helpful responses. I was very grateful."
- • From an individual customer…."I had a question about the use of an old-model microscope. I was hesitant to inquire, since the model had been out of production for many years, but Olympus was extremely helpful. Without a manual, the microscope would have been useless. I had received it as a gift, and apart from my desire to use it for study, I also wanted to teach my children to respect things, however old, that we receive through the kindness of others. The response from Olympus exceeded my expectations and will be an important lesson for my children."
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