SustainabilitySocietyQuality management and customer satisfaction

EMPLOYEE VOICES

Becoming a more preferred partner through rigorous customer orientation

Shu Adachi (Akashi Plant, Sales Division, Sales Department 1)

My role in the Sales Division is to handle steel manufacturers, and, as a sales representative, I am tasked with finding solutions to my customers' problems with TOKARO's surface treatment technology. In my work, the most important thing for me is to maintain a strong customer orientation, and therefore I am constantly thinking about what I can do to make the customer happy and be helpful to them. By putting myself in the customer's shoes, I can better understand their potential needs.

As part of our after-sales service, we perform regular inspections of surface-treated conveyor rollers every one to three months. Any abnormalities could cause an issue if left untreated, so we make sure to be diligent in our inspections and ensure our customers can enjoy stable operation.

I fondly remember an instance where we helped a customer avoid issues by discovering and rectifying an abnormality during one such inspection. At that time, the client said to us that we had been quite a bit of help in taking responsibility for after-sales service, implying that they would be relying on us going forward. It was then that I realized how important our popular after-sales services have been in our customers choosing TOCALO.

We believe that every problem that occurs with a customer's product for which we have performed surface treatment has a clue to its solution at the customer's site. For us, it is of great importance not only to win the trust of our customers but also to develop technologies through an accurate understanding of what kind of problems are occurring in actual operations involving our services. This is why we will continue to maintain a rigorous customer orientation in our field-first sales activities.