Customer Commitment

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Sales / Service & Support

Epson provides customer value through its products and services. We want consumers to be able to identify products that meet their needs, so we always look to provide accurate, readily understandable product information and quality after-sales service so that they can use our products with assurance.

After-Sales Service for Epson PCs

Epson Direct Corporation's support policy reads as follows: "Every second counts. Never make customers wait. Earn customer satisfaction and ongoing loyalty."

Our customers' work does not wait just because their PC failed. Obviously a strong quality program is essential for preventing PC failures in the first place, but when failures do occur, minimizing customer downtime becomes the top priority. In addition to providing free repairs during the standard warranty period, we also offer a type of extended warranty in which we guarantee a one-day turnaround on repairs. If an Epson PC should fail during the coverage period, Epson Direct will pick up the product, repair it, and return it the next day, weekends included.

Members of the CS & Quality Control Department
(Tsutomu Hatakeyama is the third from the right
in the front row.)

In July 2012 economic and business magazine Nikkei Business ranked Epson Direct Corp. No. 1 for the eighth consecutive year in the PC category for after-sales service satisfaction. Tsutomu Hatakeyama of the CS & Quality Control Department, which handles after-sales service, said about receiving the award, "We have always worked to provide customers with a level of service and support that they want. We take pride in our work, and this award is a confidence builder. It shows that we are doing something right. We are going to continue our efforts to maximize customer satisfaction."

Sales and Marketing Campaign in China

Authorized dealer logomark

Epson (China) Co., Ltd. (ECC), which oversees sales and marketing in China, launched a new sales and marketing campaign in 2011 based on market research that showed that modified Epson products sold in unauthorized channels were not receiving quick after-sales service.

One of the main programs is designed to expand the number of authorized dealers who can provide customers with assurance before and after purchase in 4- to 6-tier cities that ECC's existing channels cannot cover.

Product training for authorized dealers

To earn authorization, dealers have to undergo training to learn about product functions and product use so that they can provide the right products for customer needs and respond quickly to inquiries and requests for repairs. As of the end of March 2013, there were about 1,000 authorized dealers in China

For customers who are not able to visit a dealer outlet to see products first hand, ECC provides enriched online content and service, including detailed descriptions of functions with illustrations and online sales.

Advice Leaflets

Field service personnel reported frequently hearing from customers that customers wanted convenient and easyto- understand documentation for their printers. So, in 2009, Epson Sales Japan Corporation launched a project to create and distribute advice leaflets. These leaflets provide customers with clear and accurate answers to frequently asked questions in a timely manner.

Service personnel carry advice leaflets with them to give to customers. Advice leaflets are also provided to customers who enter into a service agreement. Moreover, they are used as answers to FAQs on the Epson Sales Japan website. Going forward, we will enrich the content of the advice that our service personnel can provide.

Service Personnel Skills Competition

Every year Epson Sales Japan holds a skills competition for service personnel who repair Epson equipment in the field, at customer sites. In 2011, with the goal of improving service and maximizing customer value of Epson products, 12 of our top servicepersons from around Japan were selected to compete in a qualifying round. The top three finishers moved on to the finals. The contestants perform service and repair work under the watchful eyes of judges. They are judged not only on their repair skills but on the neatness of their personal appearance, orderliness, ability to correctly diagnose problems, and skill at communicating with customers, all factors that encourage customer loyalty.

FY2011 Service Personnel Skills
Competition champion
Daisuke Hiyamizu

Said one employee who observed the competition, "The contestants demonstrated excellent interpersonal skills and an amazing ability to flexibly adapt to changing situations. These types of servicepersons are a huge asset for Epson because service calls are a valuable opportunity to communicate with customers."

Daisuke Hiyamizu, an employee of a service partner company and fiscal 2011 champion, said, "Until the competition was over, I didn't think I stood a chance, so I am thrilled. The competition was a great learning experience, and I am honored to have been chosen as the winner. A serviceperson's job is to maximize customer satisfaction in the field. I look forward to applying what I've learned through this experience to satisfy customers."

Photo Seminars

Course in faded photo restoration

EpSITE1 offers various lectures and hands-on seminars, some free and some for a nominal fee, to teach customers things such as simple printer operations, tricks to improve their prints, and other practical skills. In one lecture, for example, customers learned techniques for restoring old, faded prints and film using scanners and multifunction printers. Many participants are surprised at how easily this can be accomplished with Epson products.

1 EpSITE is the name of an imaging gallery in Tokyo with space for activities such as photo exhibits, product demonstrations, and courses for photo printing.

Epson Photo Team

Epson Photo Team in Kobe: Setting up a home photo studio

Epson employees familiar with photo editing and printing decided to form an inter-departmental photo team. Team members share the joy of photo printing with communities across Japan.

The team runs events all over Japan for people of all skill levels, from beginners who just purchased their first DSLR camera to experienced photographers who have been taking photos for years. The one-day events are packed with various activities, including seminars by professional photographers, local photo exhibitions, and still-life photo shoots.

Worldwide Service and Support Meeting

Sales staff and heads of operations divisions from Epson Group companies around the world periodically congregate to exchange ideas and information.

Worldwide Service and Support Meeting

This is an opportunity for the divisions that plan and develop the products to interact with the sales departments that actually meet with customers and provide service and support so they can work together to improve customer satisfaction.

Participants look at case studies where customer feedback garnered from service and support activities was reflected in product improvements. These meetings play a vital role in ensuring that product development, service, and support stay closely in tune with our customers worldwide.