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Customer Service and Support

Policy on Customer Support

In accordance with the Toshiba Group Standards of Conduct and Toshiba Group Customer Satisfaction Policy, Toshiba Group employees are committed to responding to requests and inquiries from customers sincerely, rapidly and appropriately. The basic approach, “Serve all customers with care,” formed in 1999 underpins Toshiba Group's customer support.

Toshiba Group Standards of Conduct Chapter 1 1.Customer Satisfaction

Toshiba Group Customer Satisfaction Policy

Revision of Rules and Manuals

In line with the establishment of the JIS Q10002 management system for handling complaints, “Quality Management-Customer Satisfaction-Guidelines for Complaints Handling in Organizations,” in June 2005, Toshiba revised its Customer Complaint Manual and the Basics of Dealing with Customers in April 2007, and has conducted business operations in accordance with the revised manual. We will continue to revise the manual, as needed, endeavoring to ensure inculcation of the revised manual by posting it on the intranet and conducting orientations.

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Structure for Customer Support

Customer Support

We have set up product-wise call centers in various countries. Each call center formulates its own targets for improving the quality of customer support.

The managers in charge of the contact centers in Japan meet regularly since FY2005 to exchange information on developing and implementing plans, including telephone response skill training, CS awareness surveys for contact center staff, and self-checks on response quality.

Major Contact Centers for Individual Users

Major Contact Centers for Individual Users

Structure for Repair and Service

Toshiba Group's structure for repair and service is organized according to products. We are working to enhance repair and service quality so that customers can use Toshiba products safely for a long time.

In Japan, Toshiba Group is working toward improving the quality of services. For the same, an "After service Enhancement Working Group" has been set up to share issues and develop improvement measures.

Education and Training for Repair and Service Staff on Customer-oriented Service

Toshiba Group companies in charge of repairing home appliances, elevators, medical systems, POS systems, digital MFPs, and PCs have formed a working group to share information on problems and make improvements.

To facilitate the provision of services tailored to the needs of individual customers and companies, the working group established a sub-group called the Toshiba Group CS Service Committee, which has close ties with the local community.

In emerging countries, to improve customer satisfaction with after-sales services, we started providing education on customer-oriented service and etiquette training in FY2011. In FY2012, we conducted training in India, Singapore and China. In addition, with a view to improving the quality of operators’ services at call centers, we formulated service quality standards for operation management. In China, we also prepared a Chinese translation of a pamphlet on service etiquette circulated in Japan, and distributed a total of 20,000 copies to six local subsidiaries and service agencies in China.

Joint training for field engineers in Japan
Joint training for field engineers in Japan
 

Customer satisfaction awareness training for service technicians in Vietnam
Customer satisfaction awareness training for service technicians in Vietnam

Business call center in India (TVs and PCs)
Business call center in India (TVs and PCs)
 

Customer-oriented service training for service engineers in India
Customer-oriented service training for service engineers in India

 Service etiquette pamphlet (Chinese language edition)
Service manner pamphlet (Chinese language edition)

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Enhancement of Response and Support to Customers

Initiatives for Handling Inquiries from Customers

Contact Center Enhancement working group develops and implement plans for Toshiba Group companies such as providing training on telephone response skills, conduct CS awareness surveys for contact center staff, and conduct self-checks on response quality. In addition, since FY2009, Toshiba Group Contact Center Awards is held every year.

In November 2012, we held the 4th Toshiba Group Contact Center Awards involving the participation of 28 operators in charge of customer services, selected from 21 contact centers. Through such events, we rewarded the efforts of skilled, customer-oriented operators and shared their skills and outstanding responses among the contact centers as a means to enhance overall quality.

Initiatives for Providing Repair and Other Services

Prompt maintenance support and new services in Toshiba Elevator and Building Systems Corporation

On the day of the Great East Earthquake, the staff of Toshiba Elevator and Building Systems Corporation began visiting buildings in difficult circumstances due to major aftershocks and disruptions of public traffic and communication systems. The following day on March 12, the first group of employees and staff arrived in the Tohoku area. Staff from branches and offices, manufacturing sites, and business partners as well as technicians arrived from all over Japan by registered emergency vehicles via emergency access roads. The support staff have been working on the prompt recovery of affected elevators by utilizing an integrated system of design, manufacturing through maintenance service, and a nation-wide service network, and their efforts continue to this day. As part of the measures to prepare for post 3.11 aftershocks and scheduled blackouts due to exceeding demand for power, the Company also established an information service for “elevator operation information during earthquakes,” in which information on the operation of elevators can be checked via computer when earthquakes occur, and a “service to stop elevator operation by remote control” that is free of charge from September 1,2011 (Disaster Prevention Day in Japan). In response to the experiences gained from the Earthquake, Toshiba Group companies that provide aftersales services are currently working on revisions of disaster response manuals to improve our system to offer better services without interruption in the case of a disaster.

Providing quick services after the Great East Japan Earthquake

As a result of the Great East Japan Earthquake, the Sendai service station of Toshiba Service & Engineering Co., Ltd., which is responsible for repairing home appliance products, had to suspend its operations mainly because its buildings were damaged. However, on March 22, eleven days after the disaster, the company resumed its operations on a full scale as the communication infrastructure returned to normal.

During this interval, its personnel continued to attend to repair requests at the contact center. In particular, there were many requests from affected people for repair of LCD TVs and water heaters, and at one time, the number of such requests rose to ten times as many as usual. In order to provide services quickly, a total of over 120 field engineers from the company nationwide were shifted to the Tohoku region for repair services. In addition, in cooperation with Toshiba Carrier Corporation, a temporary service station specializing in water heaters was set up in Sendai.

Despite the fact that some of the field engineers had also been affected by the earthquake, they promptly attended to repair requests, and this was greatly appreciated by many customers.

Toshiba Medical Systems Corp.

Service training for X-ray CT equipment
Service training for X-ray CT equipment
Customer Support and Training Center (Japan)
Customer Support and Training Center (Japan)

Toshiba Medical Systems Corp. (TMSC) established a Customer Support and Training Center (CSTC) as a part of its efforts to improve customer services in February 2009 in headquarters, Japan. CSTC provides education and training for service engineers and user training worldwide in cooperation with its training center in Europe and training academy in the US. The inside of the CSTC has been built as a virtual hospital, with a training room for each product.

Also, training for image transfer using LAN is offered. In addition, for worldwide customers who are planning to purchase TMSC products, the center also offers practical training programs.

Toshiba Initiative: Toshiba Service & Engineering Co., Ltd.

Toshiba Service & Engineering Co., Ltd., a provider of repair and maintenance services for home appliances in Japan, has been continually providing training to enhance technical skills. In addition, since 2006, the company has held annual training for enhancing the quality of response to customers for all service engineers, including those of partner companies nationwide, and in FY2012, about 2,000 participants including field engineers of partner companies and managerial staff attended such training. Every semester, the company has been implementing trainings under different topics to improve the quality of skills for customer satisfaction.

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Education and Training of Employees on Dealing with Customers

Understanding the importance of customer satisfaction is emphasized in Toshiba Group employee training on the skills necessary for dealing with customers.
In addition, we also provide a variety of manuals, including the Customer Service Manual and Collection of Telephone Responses to Customers, as well as raise employees’ customer service awareness through employee briefings and publication of information on the company website.

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System to Facilitate Handling of Customer Inquiries and Claims

We have a database system to compile major customer inquiries and claims which we report to the concerned division and the top management.
We not only deal with customer inquiries and claims but also make efforts to prevent the recurrence such claims.

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Checks and Audits concerning Customer Support

Since 2005, self-audits of major call centers have been continuously performed once a year since FY2005 using the Contact Center Quality Checklist unique to Toshiba.
High priority items which have low implementation status are focused, and targets are set. Accordingly, measures for improvement are implemented, such as customer response skill training, monitoring, etc.

Case Studies on Efforts to Improve Customer Support

Toshiba Initiative: Digital Products & Services Company

Your dynabook.com (Japanese website)
Your dynabook.com (Japanese website)

Digital Products & Services Company is expanding the scale of its contact center in line with the increasing number of users. The company provides easy-to-understand tutorial software for beginners along with the purchase of PCs. Also, video clips available on the website that show actual operation of a PC corresponding to frequently asked questions are being enhanced quantitatively and qualitatively. Furthermore, Toshiba PC support service uses remote support so that customers, who are PC novices, can be guided to operate the PC.

The Japanese product website “dynabook.com” for the notebook PC dynabook contains a special feature, namely, “Your dynabook.com” which displays only necessary information, such as product specifications and support information on the PC model connected to the internet. Also, the video manuals have been enhanced leading to high ratings from questionnaire survey firms.

Your dynabook.com (Japanese website)

Toshiba Initiative: Toshiba Home Appliances Corp. and Toshiba Consumer Marketing Corp.

Inquiries regarding the use of products account for the majority of inquiries on Toshiba’s home appliance products. To meet users’ needs, we are working to provide easier access to information on those products for which we frequently receive inquiries. To this end, we are improving the content of FAQs presented in product instructions and on our company websites so that users can obtain the necessary information more quickly and easily.
Also, in response to frequent inquiries regarding how to purchase cleaner parts (floor brushes, hoses, etc.), we started to sell cleaner parts on our e-commerce site (Toshiba Living Direct online shop) in FY2012.

Toshiba Living Direct online shop (Japanese)

Toshiba Initiative: Toshiba Elevator and Building Systems Corp.

Toshiba Elevator and Building Systems Corp. facility training building
Toshiba Elevator and Building Systems Corp. facility training building

Toshiba Elevator and Building Systems Corp. constructed a new facility training building on the site of the Toshiba Fuchu Complex. This new building, which also functions as a showroom, is designed for providing maintenance services for elevators and building facilities as well as for conducting engineer training in order to improve facility construction skills. The building is equipped with a high-rise elevator shaft for skills training on the maintenance of high-speed elevators. Such elevators have been increasing in number in recent years as increasingly taller buildings are erected. This facility training aims to ensure safety and comfort during high-speed elevator operation. In addition, the East Japan Service Information Center, which provides round-the-clock support services, including remote monitoring of Toshiba elevators and building facilities, relocated to this building and expanded its office in order to provide a variety of technologies designed to ensure security for customers. A maintenance support system that makes use of mobile phones is also available to facilitate speedy recovery from damage suffered due to an accident or large-scale earthquake.

Toshiba Initiative: TOSHIBA TEC Solution Service Corp.

TOSHIBA TEC Solution Service Corp. Contact Center
TOSHIBA TEC Solution Service Corp. Contact Center

TEC Engineering Corp., in charge of POS system maintenance, monitors networks around the clock throughout the year for customers with service contracts and provides support, remote maintenance, and failure recovery services.

In order to enhance the level of customer satisfaction, the company solicits customer opinions to understand customer needs and mobilizes them to improve the level of services as well as daily operations.

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