Panasonic's Call Center takes a caring approach to customer service

摘要

In a marketplace where the customer is king, customer service is often given short shrift. Panasonic, one of the largest consumer electronics suppliers to the U.S. market, recognizes the need for attention to the customer, and has made the decision to focus on this area as a distinguishing feature of its overall three-pronged marketing approach. Panasonic's focus is on these chief marketing aspects: branding power, which drives consumers to buy, value-added high-quality products; and customer service, from which consumers can benefit after the purchase. The company's concept for customer care and service is a thorough, "customer first" policy, according to Don Iwatani, chairman of Matsushita Electric Corp. of America (MECA). He says that Panasonic considers customer satisfaction as a top-priority value.