Initiatives for Improved Customer Response and Support

Improving Customer Support Structure

  The Yamaha Group has established an after-service system for customers that have purchased our products and services and is working to respond to customer inquiries and requests. In April 2008 we set up a Customer Support Department within the Domestic Sales & Marketing Division. At the same time, we opened our Customer Communications Center, which houses a help desk for each of our products. These changes have improved a support structure designed to strengthen customer convenience. Overseas, we have created an after-sales service network for each region as a customer support system for musical instruments and acoustic products. This network serves as a point of contact for customers and includes Yamaha Group service centers, Yamaha certified service outlets, distributors and contracted engineers.

  The customer support departments develop customer support systems that make use of telephone, website and social networking services in order to respond smoothly to inquiries. Some of these departments have introduced a customer management system using cloud computing.

Customer response and support system in Japan
Flow of Operations
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Support departments
Customer Communications Center (Yamaha Music Japan Co., Ltd.)
Customer Communications Center (Yamaha Music Japan Co., Ltd.)

Yamaha Corporation of America

supporting materials

Yamaha Corporation of America (right: supporting materials)

Yamaha Music Europe
Yamaha Music Europe

Yamaha After-Sales Service Management System
Yamaha After-Sales Service Management System

Initiatives for Improved Customer Response and Support

  The Yamaha Group has created an after-sales service management system and is working to continually improve the quality of our customer response and support based on the slogan “ONE YAMAHA.” We share policies related to after-sales service at the Global Service Management Seminar, an international conference made up of Yamaha Corporation’s quality assurance and administrative divisions as well as sales subsidiaries in Japan and abroad. The conference also serves to set targets for each company and to formulate action plans. Quality assurance departments monitor the implementation of the plans, take corrective measures when necessary, and use the information gained to draw up targets and plans for the next period. Through the operation of a management system, each company shares challenges and, by way of setting benchmarks from exceptional cases, works to enhance their level of customer support and mutual understanding.

Global Service Management Meeting (October 2012)

Global Service Management Meeting (October 2012)

Global Service Management Meeting (October 2012)

  As an initiative to increase service skills, we hold the Global Technical Service Seminar, which involves the technical training of service engineers within the Yamaha Group primarily for new musical instruments and acoustic instruments. Technical training is provided to technicians, who convey the information to service stores in their particular area of jurisdiction, to sales stores, and to contract service stores, while Yamaha Corporation’s Corporate Sales Division holds service seminars for importers in areas without an overseas local sales subsidiary. In this way, we are striving to develop an after-sales service network so that customers can continue to use our products with peace-of-mind.

[Initiative] Improve ease of contacting by phone and response to email inquiries
Yamaha Music Japan Co., Ltd. has adopted targets such as Response Rate*3 (ease of contacting us by telephone at the call center) and time taken to respond to email inquiries. Using these indices helps us maintain and improve customer service quality. Navi-dial*4 and other methods incorporated in our call center have allowed us to reach our fiscal 2010 goal of a 90% response rate. Our target for email response is to answer over 97% or more of incoming mail on each operating day within 24 hours of its receipt (excluding Sundays and public holidays), and we achieved this target in fiscal 2012 with 97.8%. We aim to increase our target even further. Looking for even higher standards of customer service, we have committed resources to communicator training in our call centers. To quickly resolve customer concerns or confusion, we have published a frequently asked questions section on our website, which we update regularly.

  • *3 "Ratio of incoming calls answered by an operator.
  • *4 "Navi-dial Telephone System: A system that allows customers to call into our help desk at local phone calling rates from any location in Japan

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