The EDION Group wants to be a "continually endeavors to support richness and abundance in our customers' lives." and all corporate activities are based on thinking and acting from the customer's perspective. It is important for each and every employee to always be grateful to our customers and to treat them with sincerity and sincerity, and to build a better relationship of trust with our customers with a “heart of hospitality”.
Initiatives to respond to customer feedback
The origin of EDION 's business is "customer first". We believe that customers are the best consultants, and work to improve service and reflect on customer feedback to improve and develop original products so that as many customers as possible can be satisfied.
Respond to and share customer feedback
We at EDION believe that reflecting customer feedback in our products and services and making improvements with high quality and speed is of paramount importance. We respond to customers' inquiries about stores and products, reprimands for services, and various consultations and requests from customers in a variety of situations. The information is shared by related departments and used for the development and improvement of products and services.
Service improvement based on customer feedback
In order to improve the service quality of the entire company with a sense of speed, we launched the CS improvement project under the direct control of the president in 2014, and are working on improvement activities based on "customer feedback". In addition to formulating improvement measures for issues, we carry out activities for improvement at the field level and continuously make efforts to utilize "customer feedback" in management. By sharing successful cases and issues company-wide, we are linking to company-wide improvement activities and continuously improving services.
Product development based on customer feedback
EDION develops and provides products that incorporate customer feedback.
Since November 2018, we have been running our private brand "e angle" as a unique product developed based on customer feedback, with the concept of "a new angle on your lifestyle." We also offer "e angle Select," a product jointly developed with a manufacturer that reflects customer feedback.
We will continue to strive to develop a wide range of products to make our customers' lives more convenient and comfortable.
Creating stores that everyone can use with confidence
Barrier-free
In addition, for seniors and people with disabilities to visit the store, it is used for education to acquire hospitality knowledge under the supervision of specialists who have the skills to require nursing care so that they can smoothly guide the store and respond to customers. We have created a DVD so that you can use slides and videos to learn what you need to consider and pay attention to.
Dealing with foreign customers
To ensure that foreign customers who visit our stores can enjoy shopping, we offer a variety of payment methods, foreign currency exchange machines (only available at some stores), free Wi-Fi, etc. We also have native-level staff on hand to assist with foreign-speaking customers and utilize various interpretation services, making an effort every day to ensure that foreign customers can smoothly sign contracts and receive explanations of our products and services.
Product Performance Testiong Laboratory
To ensure that customers can purchase products with peace of mind and use them for a long time, we have set up a “Product Performance Testiong Laboratory” that independently tests the safety, operability, and durability of the products we sell.
The institute tests whether newly introduced products meet the standards of various laws, such as the Electrical Appliance and Material Safety Law and the Household Goods Quality Labeling Law, and analyzes the causes of broken products to improve the quality of each manufacturer. We conduct various product tests from the customer's perspective, such as making requests.
Smooth response by call center
EDION, we have set up a call center according to the content as a window for responding to and supporting various inquiries and requests from customers. Experienced staff and operators directly respond to customer inquiries and requests regarding quality through toll-free numbers, etc., enabling us to respond appropriately to highly specialized content. We have established a system to respond quickly and accurately to difficult situations.
Eco-living & solar power training
The EDION Group also develops products such as remodeling, all-electric homes, and solar power generation systems, and handling them requires specialized knowledge and advanced technology.
We have set up training centers for solar power generation systems, EcoCute, etc. at five locations nationwide so that we can make proposals to a wide range of customers, from remodeling to energy saving and power saving, and not only efficient and effective technical training for construction personnel. , We carry out integrated education and training for "engineering and sales" including sales staff.
EDION Shodo Training Center Construction Training Room
Eco-living & solar power training
Customer service with expertise and expertise
In order to ensure that customers are satisfied with their purchases, it is essential to improve the skills of our sales staff.
In order to improve the "quality" of customer service, EDION is actively working on acquiring qualifications and developing personnel, such as "Home Appliance Advisors" (*1), professionals who sell and serve home appliances, "Home Appliance Engineers" (*2), professionals who install and troubleshoot each device, "Smart Masters" (*3), specialists in housing and lifestyles, and "Photo Masters" (*4), specialists with knowledge and skills in photography and cameras, and is practicing customer service based on a wealth of product knowledge. We will continue to strive to improve customer satisfaction by improving the skills of our employees.
| Qualification name | Number of acquirers |
|---|---|
| Home Appliance Advisor | 4,620 people |
| Home Appliance Engineer | 261 people |
| Smart master | 685 people |
| Photo master* Total number of people | 1,041 people |
Home Appliance Advisor
A professional qualification certified by the Association for Electric Home Appliances. There are two types, "AV Information Appliances" and "Life Appliances," as well as a "General" qualification that includes both. EDION encourages all sales staff to obtain this qualification in order to improve customer satisfaction.
- *1 The "Home Appliance Advisor" is a qualification given to people who are professionals in the sales and marketing of home appliances and who are recognized as having the knowledge and skills to provide accurate advice to consumers on product selection, how to deal with defects, disposal, etc. (Certified by the Association for Electric Home Appliances).
- *2 "Home Appliance Engineer" is a qualification that certifies the knowledge and skills of individuals who are involved in the installation, connection, setup, recovery, repair, and other troubleshooting of electrical appliances (certified by the Association for Electric Home Appliances).
- *3 "Smart Master" is a qualification for smart house professionals who support the creation of smart houses that meet the needs of individual consumers, from knowledge of the structure and performance of homes, to home appliances, housing equipment, and even energy management (certified by the Association for Electric Home Appliances).
- *4 "Photo Master" is a qualification awarded by the International Culture College, a public interest incorporated foundation, to those who pass a qualification examination that tests knowledge and skills in photography and cameras.