エディオングループは「お客様の豊かな暮らしを永続的に支える企業」でありたいと考えており、すべての企業活動はお客様起点で考え行動することを基本としています。社員一人ひとりが常にお客様へ感謝の気持ちと、行き届いた心遣いによる誠実な応対を行い、「おもてなしの心」でお客様とより良い信頼関係を築きあげることを大切にしています。
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
全社のサービス品質改善をスピード感を持って実行するために、「お客様の声」を起点とした改善活動に取り組んでいます。課題の改善策を立案するとともに改善に向けた活動を現場レベルで実施し、継続的に「お客様の声」を経営に活かす取り組みを行っています。成功事例や課題を共有することで全社横断的な改善活動につなげ、継続的なサービス改善を実施しています。
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.
Reform training
エディオングループでは、リフォーム、オール電化、太陽光発電システムなどの商品も展開しており、それらの取り扱いには専門知識と高度な技術が必要です。
リフォームから省エネ・節電関連まで幅広くお客様にご提案できるように、太陽光発電システム・エコキュートなどの研修センターを全国４箇所に設置し、工事担当者への効率的・効果的な技術研修だけでなく、営業担当者も含めた「工・販」一体の教育・研修を実施しています。
EDION Shodo Training Center Construction Training Room
リフォーム研修の様子
Customer service with expertise and expertise
お客様に満足してお買い物やサービスをご利用いただくためには、従業員のレベルアップが欠かせません。
エディオンでは接客やサービスの「質」の向上を図るために、家電の販売と接客のプロフェッショナル「家電製品アドバイザー」(※1）、各機器設置・トラブル対応のプロフェッショナル「家電製品エンジニア」（※2）、住まいと暮らしのスペシャリスト「スマートマスター」（※3）、写真とカメラの知識・技能を備えるスペシャリスト「フォトマスター検定」（※4）などの資格取得を通じた人材育成に積極的に取り組んでいます。専門知識と専門技術による接客を通じて、お客様の満足度向上に努めてまいります。
| 資格名 | 在籍資格保有者数 |
|---|---|
| Home Appliance Advisor | 4,860名 |
| Home Appliance Engineer | 242名 |
| Smart master | 695名 |
| フォトマスター検定(1～3級) | 1,006名 |
- *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 「フォトマスター検定」は、写真とカメラの知識や技能を問う検定試験の合格者に対して、公益財団法人国際文化カレッジが認定する資格です。