In FY2015, Toshiba Group created Customer Satisfaction Improvement Month. Thereafter, we implement measures to promote and raise employees’ awareness about the importance of CS during November every year.
E-learning to Improve Customer Satisfaction
We provide e-learning for Toshiba Group employees to improve customer satisfaction. In FY2022, we held e-learning sessions for 74,330 Toshiba Group employees in Japan, representing that 99% of all employees attended the sessions and learned about the importance of enhancing CS.
Customer Satisfaction Lectures
We hold lectures for Toshiba Group employees introducing the activities of companies and people working actively to enhance customer satisfaction and external experts with knowledge. In FY2022, Mr. Takumi Matsui (Representative and Service Scientist, Matsui Service Consulting), who is active in various sectors of industry, government, and academia, gave a lecture on understanding the significance and essence of engaging in customer satisfaction and service entitled “Customer Satisfaction to Continue to be Selected by Customers.” The lecture was distributed in video format during Customer Satisfaction Improvement Month and we deepened understanding of customer satisfaction initiatives.
Training of Employees on Supporting Customers
We are conducting trainings for employees to understand the importance of customer satisfaction, and to learn the skills necessary for supporting customers. In FY2022, we distributed two training videos on the basics of business communication and the basics of writing business e-mails to improve skills.