Customer Response and Support Improvement

The Yamaha Group has established an after-sales service structure for customers through which it is working to respond to customer inquiries and requests with integrity.
Yamaha Corporation has established the After-Sales Service Management Section, which has formulated after-sales service policies regarding the Yamaha Group and that facilitates the monitoring of quality in customer responses and support. Manufacturing companies have established sections for storing and supplying service parts. Sales companies have developed systems, including customer support divisions, through which they offer after-sales services. In the musical instruments and audio products business, Japanese sales company Yamaha Music Japan Co., Ltd., has established the Customer Support Division along with product-specific customer service venues. Overseas, we have created a region-specific after-sales service network. This network includes Yamaha Group service centers, Yamaha-authorized service centers, distributors, and contracted engineers.
These customer support sections develop customer support systems that make use of telephones, websites, and social media in order to facilitate smooth responses to inquiries. Some of these departments have introduced customer management systems using cloud computing.

The Yamaha Group has created an after-sales service management system and is working to continually improve the quality of its customer responses and support based on the slogan “ONE YAMAHA.”
The Group policy is shared at the annual Service Management Meeting, and Japanese and overseas sales companies and manufacturing companies with service parts centers formulate targets and plans related to after-sales services. Group companies conduct activities according to their plans, and the Yamaha Corporation Quality Assurance Division monitors their progress. In this way, the entire Group works to make improvements to continuously enhance responses to customers and customer support.
In fiscal 2022, the Service Management Meeting was held online using Microsoft Teams in light of the COVID-19 pandemic. At this meeting, customer service representatives from 26 Japanese and overseas companies discussed common issues needing to be addressed by customer service divisions across the Group. Such issued included the need to share information on customer service and support initiatives based on the changing social climate, to contribute to a recycling-oriented society, and to provide information on after-service techniques online. Furthermore, in order to provide standardized high-quality after-sales support services to customers all over the world, the Group established the Group After-Sales Service Policies & Rules, which outline the basic policies to be shared throughout the Group. The Group is also monitoring the implementation status of these policies via check sheets.

The Yamaha Group is developing and enhancing its after-sales service network to ensure that customers can continue to use its products with peace of mind. In fiscal 2022, we forewent holding after-sales service skills training sessions for the employees of domestic and overseas Group companies in light of the COVID-19 pandemic. However, online training by sales companies was provided to the repair technicians they oversee in order to transmit skills to these technicians. Meanwhile, our after-sales service skills information portal was used to provide information on after-sales service skills to overseas sales distributors in areas where there are no Group companies.