Fujifilm and its affiliates use customer satisfaction as the basis of operation, listen sincerely to customer voices and always aim for the implementation of high business quality from the customer’s point of view, all in accordance with the Fujifilm Group Charter for Corporate Behavior.
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Responses to customer inquiries and complaints are recognized as matters of top priority in all of the divisions.
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Responses to customers are handled from a sincere stance based on kindness, expedience, precision and fairness, and we strive to offer high-quality confidence.
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Responses to customers are determined by the following three codes of behavior:
- Listen to customer stories and understand their problems.
- Understand locations, articles and facts in order to provide proper responses to customers.
- Execute promises made to customers without exception.
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Always handle customer inquiries and complaints with transparency, and proactively offer useful information to customers.
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Customer inquiries and complaints are received by top management and each division as unedited customer remarks, and are utilized in the development and improvement of products and services.
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We adhere to relevant laws and the personal information protection policy of Fujifilm and its affiliates, and practice appropriate measures in order to safeguard customer information.
The Fujifilm Customer Communication Center, with around 10 specialist staff at its core, responds to customer inquiries in a kind, quick, accurate and fair manner, and resolves customer issues.
( Domestic Services in Japan )
To International customers:
Please visit the following website and select the product category you are inquiring about.
We have a “Healthcare Laboratory Call Center” with around 200 dedicated staff to answer orders and inquiries from customers about cosmetics, supplements and drinks. We also offer consultations on how to use each product. In addition, we have ASTALIFT Counseling Corners in our directly managed stores (2 stores in Tokyo) and in department stores and shopping centers. In addition to counseling and sales of cosmetics by ASTALIFT's dedicated beauty consultants, we also offer online counseling to introduce skincare tailored to customers' skin concerns.
( Domestic Services in Japan )
To International customers:
Please visit the following website and select the product category you are inquiring about.
Complex show room FUJIFILM SQUARE in FUJIFILM Corporation Tokyo Midtown Head office is composed of the FUJIFILM Photo Salon, a platform for excellent products; the Photo History Museum, where you can learn the history of photos and evolution of cameras; the Touch Fujifilm section, displayed the photography-related products; and ASTALIFT Roppongi (FUJIFILM Healthcare Shop), a directly-managed store gathering healthcare products like cosmetics and supplements.
We have held over 1,700 photo exhibitions to FY2023, their over 8 million attendees of all ages able to enjoy various works.
We have received feedback from many customers that they are happy to be able to visit this showroom free of charge, despite the rich variety of exhibits. We will continue to endeavor for a user-friendly showroom going forward. What’s more, the opinions of the customers who visited the showroom are put into a database, to be shared with related departments and affiliates in a timely manner to use toward product and service improvements, and contributes to improvements in showroom and staff responses.
FUJIFILM SQUARE
Business hours: 10:00 AM-7:00 PM no holidays (except for New Year’s)
Free entry
- Fujifilm will use the personal information provided by customers, such as names, telephone numbers, and email addresses, to respond to customer inquiries.
- Personal information obtained from customers in response to telephone calls or emails may be used at a later date when we ask them to complete a survey about their inquiry.
- Please note that, depending on the content of your inquiry, we may disclose your personal information to a Fujifilm Group company for the purpose of responding to your inquiry, if we judge it appropriate to have the inquiry answered by a Fujifilm Group company that provides Fujifilm products or services.
- FUJIFILM and its Group companies may record telephone conversations in order to accurately understand the content of customer inquiries.
Fujifilm and two affiliates related to domestic imaging and healthcare businesses use customer satisfaction as the base of operations, and declare progress in customer responses conforming to international standard ISO 10002.
FUJIFILM Corporation and FUJIFILM Techno Service Co., Ltd., both related to domestic imaging businesses (focused on color film and digital cameras), made a supplier’s declaration of conformity*1 to international standard ISO 10002 (International Standard for Complaints Handling Management System)*2 on August 24, 2006.
And on September 30, 2008, FUJIFILM Corporation and FUJIFILM Healthcare Laboratory Co., Ltd., both related to domestic healthcare businesses, made a supplier’s declaration of conformity related to healthcare business.
The following businesses and organizations made ISO 10002 supplier’s declaration of conformity due to organizational changes made in February and June 2012.
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ISO 10002 will be used in the future to improve customer response quality, and promote trust-related activities in order to satisfy customers even further.
- *1 ISO 10002An international standard related to complaint responses established by ISO (the International Organization for Standardization) in 2004. This was established as a new standard replacing JIS Z 9920, the complaint response management system established in Japan in 2000.
- *2 Supplier’s Declaration of ConformityISO 10002 are guidelines for customer response. Like ISO 9001 and ISO 14001, and unlike standards receiving third party certification from examining authorities, organizations can create their own system conforming to the standard, and can declare conformity regarding their own purpose and responsibility. Hence, activities are required that continuously raise that conformity level through internal audits and practical use processes of systems.
The Fujifilm Group conducts certification tests for employees engaged in customer services as an organization that certifies the implementation of the “Telephone Service Skills Test” sponsored by the Nippon Telegraph and Telephone Users Association.
We aim to improve the customer satisfaction of the Group with the aim of realizing “business telephone service that pleases customers” and “training instructors who can be immediately effective as telephone service experts”.
We introduce the initiatives of Fujifilm and its affiliates that actively incorporate the customers' feedback toward the improvement of products and services.