Basic Approach & FY2010 Highlights

In order to make mobile phone use safe and pleasant for all of our some 58 million customers, DOCOMO is working to further enhance customer support. A specific focus of these efforts is customer service at docomo Shops, where we meet customers every day. We work to improve customer service levels by holding an annual contest to help train staff members and ensure they always provide warm and courteous service. We also established a new certification program, Smartphone Meister, in September 2010 in order to improve smartphone skills. Certified staff are stationed at docomo Shops around the country to help customers make use of the range of functions available and to answer inquiries about smartphones.
We also provide the Receive Anywhere Service for Repaired Mobile Phones and a mobile phone data recovery service for water-damaged phones to help customers when their phones need repaired. Moreover, the "Keitai Tenken Service" (Mobile Phone Checking Service) is provided at docomo Shops around the country so that customers can continue to safely and comfortably use their mobile phones at all times. In addition, DOCOMO listens to the recommendations by its employees certified as Customer Specialists, and keeps improving the tariff and its application accurate and easy enough for the customers to understand.

Mobile phones have become an everyday communication tool for just about everyone, so customer service needs to be spread out to reach seniors and people with disabilities. In order to provide products and services that are readily usable by all, for the last eight years DOCOMO has carried out activities based on universal design principles through an initiative called docomo Hearty Style.
The initiative pursues universal design from the three perspectives of products, support and services. docomo Shops, which play an important role in customer support in particular, have been strengthening barrier-free initiatives since fiscal 2008 to ensure that all customers can utilize our stores with total peace of mind. At docomo Shops around the country we have been eliminating steps at entrances, making counters and bathrooms wheelchair friendly, ensuring ample open space within the shops and installing parking spaces for people with disabilities. As of the end of fiscal 2010, over 2,300 docomo Shops had implemented barrier-free initiatives, around 98%2 of the nationwide total. In order to further enhance customer service, we also conduct training to raise the awareness of docomo Shop staff regarding docomo Hearty Style.
We will improve products and services while listening to the opinions and requests of each and every customer, and aim to maintain our position as No. 1 ranking in customer satisfactions.

• 2 Total of shops implementing at least one barrier-free measure.

When the docomo Shop in Nishi-Funabashi was remodeled into a model store for smartphone sales, I took the opportunity to participate in a training course to learn the basics of smartphones and how to effectively use various functions. After the course, in November 2010, I was certified as Smartphone Meister. With smartphones getting more and more popular, many customers come to the shop every day. I intend to utilize the knowledge and skills I acquired in the certification process, collect new information on a daily basis and convey the appeal of the products to customers in a way that is easy to understand.

DOCOMO conducts universal design training once a year to raise the awareness of employees promoting docomo Hearty Style, an initiative based on the universal design concept. In fiscal 2010, we conducted experiential training to facilitate understanding of the reality faced by people with visual impairments. The training involved working with others to achieve tasks in complete darkness. Participants remarked how the training helped deepen their understanding and felt that it was effective. We intend to design even more helpful courses that enable participants to utilize what they learn in their daily jobs.