Sunday, 12 May 2019

Panasonic reaffirms customer-centric strategy with 10th Regional Technical Olympics, annual CS Management Conference

Dubai, United Arab Emirates

Panasonic Marketing Middle East & Africa (PMMAF) continues to build on its customer-centric philosophy with the recent staging in Dubai of the 10th Regional Technical Olympics, a repair skills contest designed to improve the competencies of service technicians representing Panasonic’s Middle East Service Partner Companies.

Along with the skill-building initiative, the Japanese manufacturer also held the Customer Service Strategy Conference 2019, further highlighting the company’s strong commitment to a 'customer first' strategy.

Ryuji Nakatani, Director – Customer Service, PMMAF, said “Panasonic consistently aims to identify and realize our customers' needs not only by offering high-quality innovative products but by extending unmatched customer experience up until the delivery of excellent after-sales service through highly-skilled technicians and good customer service. These initiatives cumulatively allow us to create greater value for our customers. We at Panasonic will continue to invest in capability-building for our employees and partner engineers to ensure that we stay on top of the latest innovations”

The Technical Olympics involved four product categories – air conditioners, LED television, microwave ovens and door phones – and required participating repair service engineers from across the region to assess and repair the products to their optimal operating levels. In addition to completing the contest’s technical tasks, the participants also took the test for ‘Customer Care Manners During Home Service’ to further evaluate their customer care skills. A panel of judges, comprised of senior members from Panasonic’s Customer Service Department, was on hand to pick and hand out awards to the technicians who demonstrated the highest level of repair skills and competencies.

The Conference, meanwhile, saw participants from the UAE, Saudi Arabia, Kuwait, Oman, Qatar, Iraq, Pakistan and Nigeria discussing customer service target and action plan for this year. Delegates from the Japan headquarters, as well as representatives from the CS Planning Office, Quality Environment Headquarters, Appliances Company, and Life Solutions Company, were on hand to lend support to the event.

The Conference concluded identifying ‘Enhancing CS Excellence’, ‘Action for Customer Wants’ and ‘APP for Premium Service’ as the key strategies for customer service this year.