Coca-Cola Bottlers Japan has defined its mission to deliver happy moments to everyone while creating value, and we aim to continue being the preferred partner for our customers. Now that we have issued our voluntary declaration of consumer orientation, we will proceed with our efforts to achieve consumer-oriented management. In April 2022, we assented to the principle of consumer-oriented management promoted by the Consumer Affairs Agency and issued a voluntary declaration of consumer orientation, expressing our intention to move forward with our customers on the basis of five policies.We are developing processes that meet the expectations of our customers—primarily through the Voice of Customer (VOC) section and the Customer Contact Center—to achieve communication that is always open and honest, and easily understandable to anyone.The Customer Contact Center is the point of contact for all customers of the CCBJH Group. The center’s VOC section shares opinions, requests, complaints, and other feedback received from customers within the Group to inform initiatives aimed at improving products and services.We comply with ISO 10002 (JIS Q 10002)*, which covers the handling of customer complaints, throughout our customer response processes and management system.Process for ensuring customer satisfactionRelevant departmentsVoluntary declaration to supply consumer-oriented productsFor our customersEnsuring customer satisfactionCustomersCoca-Cola (Japan)CompanyVoice of Customer (VOC) sectionInitiatives for ensuring customer satisfactionTo meet further customer’s expectations39Rapid/appropriate/polite response; information provisionRapid/complaints appropriate/polite responseImprovement/remedy of products and servicesAnalysisInvestigation* A standard issued by the International Organization for Standardization (ISO) that provides guidance on the process of handling complaints related to product and service quality. ISO 10002 does not involve third party certification. While any organization can self-evaluate its compliance, The Coca-Cola system in Japan only declare their compliance after receiving an independent compliance audit.Inquiries/opinions/complaintsRequest for information sharing/responseCustomer Contact CenterRequest for information sharing/responseCounter-measures/discussionDevelopment/improvement/remedySales/logistics[Hot Voice]Customer inquiries, opinions, and complaints are shared with employees throughout the Group “Hot Voice,” by the VOC section via internal social media channels and the intranet.[Customer response training videos]We are focusing on employee education in order to ensure even greater customer satisfaction. Our education system enables local customer service representatives to appropriately manage customer interactions by watching customer response training videos produced by the VOC section before engaging with customers.We conduct questionnaires for consumers who have lodged complaints, and provide surveys to evaluate the quality of our customer response and consumers’ intention to purchase Coca-Cola products in the future. The VOC section is structured so that a local customer service representative will follow up on the response to a complaint and ensure the customer’s expectations have been met. Our surveys have found that for many customers who have had their complaints addressed in this way, their interest in purchasing Coca-Cola products remains unchanged or even increases.I am likely to buy Coca-Cola products in the futureDetails of customer satisfaction initiativeshttps://en.ccbji.co.jp/csv/customer/Customer Satisfaction95%
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