CSR for Customers
The SoftBank Group strives to build a network environment and provide services that satisfy our customers.
We aspire to be a company that brings delight to customers and constantly surprises and excites.
We strive to provide services that are easy to use and secure.
The SoftBank Group will continue to focus on the needs of customers.
Developing highly skilled, service-minded staff
As colleagues who share in the corporate philosophy of “「Information Revolution — Happiness for everyone,” customer-facing sales staff at SoftBank is known uniformly as SoftBank Crew. The Crew undergoes training that combines service skills and a high awareness of customer needs with the aim of creating a shop environment that delights customers.
SoftBank provides the entire Crew with group training programs, e-learning, and video content according to each individual's level, purpose, and role, with the aim of sharing the SoftBank Group's aspirations, customer service philosophy, and product knowledge, and crew management and learning levels can also be viewed. As part of this program, we have introduced to all Crew members the “Crew Service Type Diagnosis” based on psychological and statistical data of 230,000 people. Since its introduction about 32,000 Crew members have already used this service.
SoftBank has introduced “LIVE Training Seminars” to provide the Crew with new learning opportunities by allowing members to participate in group training sessions at their respective branch locations. The seminars are held prior to releases of new models and services, and function to directly share information such as selling points and customer considerations to Crew members nationwide. During the LIVE Training Seminars, Crew can ask questions and receive immediate feedback, allowing SoftBank to significantly contribute to their understanding.
To improve customer service at each store, SoftBank's qualifying exam evaluates the Crew's knowledge and customer-service skills acquired through their daily work and training, with qualified staff wearing a special badge on their left lapel.
At the SoftBank Best Customer Service Contest, held annually since 2010, SoftBank Crew members are selected for awards from among regional award winners based on demonstrations in role-playing scenarios. Video footage of the demonstrations is distributed to all SoftBank shops as a learning tool.
In addition, the annual Best Customer Service Contest has been held since 2010. This event, where contestants demonstrate their skills in role-playing scenarios under the theme of “Service that boosts customer satisfaction” serves as a forum to share best practices for improving customer satisfaction and to recognize outstanding performance by Crew members.
Rebuilding operation systems and improving customer service quality
Operation and management systems have been completely overhauled with the transfer of customer support centers from the Tokyo metropolitan area to regional cities. In order to manage multiple customer support centers in a unified manner, SoftBank is building a more efficient management system and improving the quality of customer support.
Contact Center Awards
The Contact Center World Awards (sponsored by ContactCenterWorld.com) recognize the best contact centers from around the world, and the companies and people who operate them. Regional finals are held in the Americas, EMEA, and Asia Pacific, and gold medalists from 25 categories in each region go on to compete at the world finals.
An active participant in these awards, SoftBank has previously been awarded a gold medal on the world stage. SoftBank aims to further improve the quality of its customer support while implementing efficient center management and restructuring operation systems.
Assisting customers through customer-focused portal websites
Yahoo Japan Corporation
Yahoo Japan has a link to the Yahoo! Japan Help Center on the top right of almost all website pages for quick responses to users' questions. The Yahoo! Japan Help Center, lists frequently asked questions by category to enable users to quickly find the information they need through an alphabetical search function.
To enhance its customer service, Yahoo Japan Corporation founded the Yahoo Japan Customer Relations Corporation in 2008, a subsidiary specializing in customer support that answers inquires from customers using Yahoo! Japan. Opinions and requests from customers obtained through customer support are immediately reported to responsible departments for service improvement and new service planning.
Improving the quality of contact centers using customer satisfaction survey results
The contact centers of mobile phone services, comprehensive broadband services and fixed-line telecommunication/Internet services ask calling-in customers for their cooperation in a customer satisfaction survey aimed at improving service quality and operator expertise in answering inquiries. The system for recording each operator's performance is then used to provide feedback to operators and to improve internal training. Supervisors at contact centers, officers in charge, and the management check survey results on an ongoing basis to improve contact center service quality.
Feedback on contact centers from customers is shared with related divisions and reflected into operational measures aimed at improving service and operations.
Responding to customer feedback with rapid improvements
The SoftBank Group
In December, 2009, the management team and employees of the SoftBank Group started actively using Twitter to create a place for the exchange of ideas that goes beyond company borders. We value the opinions and requests we receive from customers via Twitter and move promptly to implement selected ideas.In March 2010 SoftBank Group Corp. launched Masayoshi Son's “Let's do it” and “Let's consider it” Twitter comments to customers' requests onto a site, with a progress indicator for these requests.
In addition, SoftBank has enhanced customer contact points to better accommodate customer inquiries about features and services of mobile phones. It has started exchanging fax messages for hearing-impaired users, implementing Network Enhancement Request forms to receive requests for improving weak coverage areas and opened an official SoftBank Twitter account @SBCare for customer service. With these need-specific contact points, SoftBank is striving to respond to wide-ranging customer feedback with rapid improvement.
Providing a reliable telecommunications network
A reliable network forms the core of all telecommunication services, and to ensure stability SoftBank has engineers stationed at network centers across the country at all times. Expert engineers conduct maintenance of mobile network base stations and network center telecommunication equipment, monitoring the operations of our telecommunications network and radio base stations at network operation centers around the clock, 365 days a year.
A Maintenance Professional Contest is held every year, providing a forum for exchanging ideas on operational improvement devised at network centers and network operation centers across the nation, with a view to leveraging accumulated expertise to ensure stable operation of our telecommunications network.
In constructing systems and pursuing continuous business improvement for maintaining and improving our service quality, we have acquired certifications for such international standards as Integrated Management System, Quality Management System and IT Service Management System.
To enhance network reliability for all customers, SoftBank provides high-speed network services that use a wide range of frequency bands and is fully engaged in enhancing signals, using big data to improve quality and respond to events that attract large numbers of people. The company is also actively researching and developing new technologies to achieve even higher speeds.