FY2010 Highlights

docomo Shops around the country are important points of contact that keep us connected to our many customers. We therefore maintain fair and appropriate agency agreements with these shops, making staff support available year round for answering questions on products, services and procedures, and offer education and training programs in order to closely accommodate the needs of our customers.
In addition, DOCOMO works to maintain healthy and equitable partnerships with mobile phone and communications equipment manufacturers and other business partners. We established the NTT DOCOMO CSR Procurement Guidelines and strive to do our part in society by giving priority to human rights in the procurement process, requiring proper labor practices, ensuring safety and health, promoting environmental protection, rigorously engaging in fair trade, maintaining product quality and safety, ensuring information security, and promoting social contribution.

We hold the docomo Shop Staff Customer Reception Contest in order to raise customer service skills of docomo Shop staff. Starting in fiscal 2010 a joint contest was held with sales and technical service divisions, which had held separate events previously, to more broadly share model examples of exceptional customer service. The event proceedings were recorded and put on a DVD that was distributed to docomo Shops throughout the country.

I won the Grand Prize at the 2010 docomo Shop Staff Customer Reception Contest. I think I could receive the award because, I provided an overview of the process upon the grasp of the customer's specific needs and served the customer warmly in the local dialect. I learned a great deal from the other participants in the contest, so I plan to utilize this experience in day-to-day job activities and continue working to further raise customer satisfaction.