In order to promote Customer oriented management, we conduct enlightenment activities to make employees Customer oriented.
Continuing to Meet Customers Expectations
Each of our employees is putting their strength into Customer Oriented Enlightenment Activities while nurturing work ethics for the purpose of becoming a company employee able to deliver products and services that surpass Customer expectations by deepening our grasp of the changing awareness and interests of Customers.
Overview of Customer Oriented Enlightenment Activities
*VOC：Voice of Customer
Customer Feedback and Changes During the COVID-19 Pandemic Webinar
The COVID-19 pandemic has dramatically changed the lifestyle of our customers. As a result, we have also seen a dramatic change in the customer feedback that Suntory receives.
By carefully listening to customer feedback during the COVID-19 crisis, Suntory would be able to take prudent customer-oriented actions in a timely manner at each site.
With this in mind, we organized customer feedback in chronological order and conducted a webinar using voice recording and other materials. Many of our employees participated in this webinar.
It was a great chance to more deeply understand the concerns and worries of customers during the COVID-19 pandemic and the reasons for them.
Customer Oriented Behavior Promotion (Nurturing of Work Ethics)
Enlightenment Seminars for Suntory Group Employees
We hold the Customer Oriented Brush-up Seminar annually for all employees. Each employee listens to complaints and words of encouragement from Customers and is presented with examples of Customers oriented activities performed in various actual work environments internally to deepen a Customer oriented mentality and encourage action. In addition, seminars at each Group company nurture a Customer oriented mindset and action in all of the activities at the Suntory Group.
Each department hold discussion on "who are our customers" and "What can we do through customer oriented spirit" at the Customer Oriented Spirit Month every May. Furthermore, each employee writes down what they can do individually in the My Voluntary Declaration toward Customer Orientation Card.
Real-time Monitoring of Customer Calls by Management
Suntory provides a program for management to listen to calls from customers received by the customer center in real-time. Managers in charge of each department can hear the questions, concerns and opinions that customers have about Suntory products and services in daily life.This puts in place an opportunity to utilize all of this customer feedback to better address their needs.
Customer Month - For Enhancing Suntory's Customer Oriented Spirit
Since 2018, we have designated May as the Month for Enhancing Suntory's Customer Oriented Spirit, emulating Customer Month established by the Customer Affairs Agency. To provide opportunities to again think about what all employees can do for our customers, in 2019 we sent messages from management throughout the company, put up awareness raising posters at all our location (approximately 50 locations), and held internal lectures by inviting external lecturers. In addition, we held discussions at the department level about being oriented with Customers with approximately 700 departments and 5,500 employees participating.
Placing Employees in Charge of Customer Oriented Spirit Promotion in Locations Where Business Takes Place
In 2018, Suntory began appointing Customer Service Leaders entrusted with the main role to further penetrate and grasp Customer oriented business practices around the many sales sites which are one of the main contact points with customers. In 2019, we have been promoting Customer oriented behavior in each department through efforts including starting to place some Customer Oriented Ambassadors also in locations other than sales officers.
Human Resources Development at Every Level
As a part of our human resources development program Suntory University, we carry out training in line with the career path of each employee. At first, during new employee training, participants will learn about the Suntory Group's Customer oriented spirit that has been continuously passed down since its foundation. Mid-level employees spend a day answering phones at our customer center to discover first-hand specific things they can use in their own work to become more Customer oriented by directly interacting with customers. Employees who are being promoted to manager are practically taught important Customer oriented decision-making techniques such as through group discussions based on case studies.
Improving Opportunities for Employees to Listen to Customers
We engage in activities to strengthen opportunities to share customer feedback with employees, even those who rarely interact with customers directly.
Transmission of Information via Intranet and Email
We share, via intranet and email, opinions and requests received from customers which are sent out on a weekly and monthly basis so that all employees will look at customer feedback on our products and corporate activities to influence their own work and actions.It also includes opinions and thoughts of the employees about customer feedback. Opinions of other employees are offered to share various viewpoints through exchanging opinions with each other.