Customer support
Our Basic Approach：We Value the Voice of Our Customers
Our Group respects human rights in all aspects of our business activities and is committed to building relationships of trust with everyone involved in our business activities. We believe that valuing each and every customer and sincerely responding to their "voice" is the key to earning their trust. We will strive to provide products and services that are loved by our customers by listening to their "voice" and using it to improve our products and services to better meet their needs. Wacoal shall ensure the quality of all operations involved in product lifecycles rigorously, including research and development, product planning, manufacturing, sales, distribution, and customer support. In these efforts, Wacoal shall protect customer's rights, comply with laws and regulations related to consumer protection, and provide safety and peace of mind. Furthermore, through its website and other media, Wacoal shall disclose a wide range of information to customers and promote fair activities.
The ensure the "Wacoal Code of Ethics" is put into practice, the "Corporate Ethics: Wacoal's Code of Conduct" states more specifically how each Wacoal executive and employee should behave.The first chapter of the "Wacoal's Code of Conduct" includes "Mutual Trust with Customers," which describes our initiatives for quality, production and sales of safe products, fair advertising and publicity activities, accurate and easy-to-understand quality labeling and representation, and responses to earn customer trust.
Initiatives in Response to Customer Feedback
Our Group listens to the voice of our customers on a daily basis and takes their feedback seriously to improve engagement.
Establishment of the Wacoal Customer Center
Wacoal Corp. has established the Wacoal Customer Center as a base for communication with customers, and has set up a system to effectively respond to their requests. In 2023, we received approximately ## inquiries and comments. In addition to sharing information within the Company as "Voice of Our Customers," we have a system in place to report trends in customer requests to the Quality Assurance Council, and link them to the development and improvement of products and services to enhance customer satisfaction.
For more information, please see Contact Us.
Voice of Customer（FY2024）
Beauty Advisor
Beauty Advisors (BAs) play an important role in helping customers bring out their beauty. Through such training programs as our original measurement and fitting technique examination and the Nihon Body Fashion (NBF) Association standardized examination, beauty advisors acquire skills that heighten levels of customer satisfaction and learn about the spirit of hospitality. During their day-to-day work, our beauty advisors further develop these skills.We strive to earn the trust of our customers by staying closely with them and taking their concerns and requests seriously.
Safety and Quality
We regard "maintaining quality" and "providing security" as great social responsibilities. Wacoal has established stringent, detailed standards of quality in all its processes, from procuring raw materials to product planning, product design, and manufacturing. In addition, we believe that the appropriate use and protection of personal information is also a major social responsibility, and we have established a personal information protection policy to promote the handling of customers' personal information. Through these initiatives, we will protect the rights of our customers and provide them with safety and peace of mind.
Initiatives in Creating Accessible Stores and Customer Service
Our Group promotes activities to ensure that a diverse range of customers can use Wacoal stores with peace of mind.
"Handbook for Creating Accessible Stores and Customer Service" was created as a guideline to enhance our store environment and website, making them accessible to a wide range of customers and in order to fulfill Wacoal's social mission to welcome everyone into our caring community built on mutual respect, diversity, and inclusion.
Employees will use the examples in this handbook as a guide but will also strive to stay close to each customer and respond flexibly to their individual needs.
Basic Policy on Customer Harassment
Our Group believes that maximizing customer satisfaction can be achieved by balancing "meeting the needs of each and every customer" with "the physical and mental health of employees."Many customers use our products and services daily, and we are grateful for the numerous inquiries and valuable feedback we receive. On the other hand, although only a small number of cases have been observed, there have been instances of abusive language and excessive demands directed at our employees. We believe it is essential to protect our employees from such behavior in order to provide quality products and services. To this end, we have established a "Basic Policy on Customer Harassment."
We will strive to build better relationships with our customers and improve our products and services. Thank you for your understanding and cooperation.