On March 15, 2023, Ichimasa Kamaboko Co., Ltd. announced that it had developed a customer service management system compliant with the international standard ISO 10002/JIS Q 10002 “Quality management—Customer satisfaction—Guidelines for complaints handling in organizations.”
This announcement was the result of restructuring how we approach and handle opinions and feedback from customers with the aim of further improving our customer service. We will continue actively listening to customer feedback in order to improve customer satisfaction.
*What is ISO 10002?
ISO 10002 is an international standard in which the ISO (International Organization for Standardization) sets out fundamental principles regarding complaints handling and guidelines for the complaints-handling process. The standard indicates how organizations should approach and handle feedback from customers.
The status of development and operation of our customer service management system was inspected by the Association of Consumer Affairs Professionals, and the system was assessed as ISO 10002-compliant.
(Self-Declaration of Compliance)
(Third-Party Opinion)
[Basic Policy on Customer Service]
Ichimasa Kamaboko Co., Ltd. endeavors to provide products and services that are trusted, loved, and appreciated by everyone, with a spirit of sincerity, politeness, and gratitude. To that end, we will establish the Basic Manual on Customer Service, which is aimed at building relationships of trust through dialog with customers, and pursue measures to leverage customer feedback in our business activities.
<Guidelines for Conduct Relating to Customer Service>
- Give top priority to customer service, strive to treat customers fairly, and demonstrate sincerity and good faith in dealing with them.
- Inform others in the Company of feedback from customers in order to enhance the quality of products and services and continuously improve operations.
- Proactively and accurately provide customers with appropriate information.
- Protect customers’ rights by complying with relevant laws and regulations, as well as the Company’s Code of Conduct, internal regulations, and manuals.
- Strictly manage customers’ personal information.
«Customer Service Cycle and Structure for Leveraging Customer Feedback»
