Working with docomo Shops

DOCOMO provides products and services to customers through docomo Shops and other sales representatives such as large-scale retailers. There were 2,393 docomo Shops nationwide as of the end of March 2011, and all the shops represent important points of contact between DOCOMO and its customers.
We therefore make certain that all agency agreements with partner shops are fair and appropriate to establish a business structure that offers services that closely address the needs of customers.

DOCOMO is currently making it easier for staff at docomo Shops and other retail outlets to provide the best possible service to customers.
We are enhancing training programs and are developing an information system that will make it possible for all staff members to serve customers in the optimum and unified manner. Also, staff support has been made available year round for answering questions regarding products, services and procedures.
Finally, feedback is being collected from customer service staff everyday and being used to make improvements at docomo Shops and other outlets on an ongoing basis.

We conduct regular education and training programs for shop staff and managers to hone their customer service capabilities and improve their knowledge of products and services with the goal of providing even greater peace of mind to customers who use docomo Shops and other retail outlets.
DOCOMO instituted a "Meister Certification" program to train docomo Shop staffs to become smartphone experts in fiscal 2009, and in September 2010 a new certification, "Smartphone Meister," was established to raise the quality of customer service in connection with smartphones, which have rapidly gained popularity in recent years.
Going forward, we will continue to strengthen education and training programs to ensure high quality customer service at all docomo Shops around the country.