Standards of Conduct for Customer Support

• 1.We shall maintain an attitude of listening attentively to customers to understand their requests and feelings and endeavor to serve them sincerely, appropriately and swiftly.
• 2.We shall endeavor to provide correct information about products and services in ways that are easily understood.
• 3.We shall accurately understand customers' comments and wishes and use them in the development and improvement of products and services.
• 4.We shall contribute to society as a member through provision of products and services.
• 5.We shall observe relevant laws and regulations as well as internal standards for the purpose of protecting customers' rights.

Initiatives for responding to customer feedback

To increase customer satisfaction, we listen sincerely to the valuable feedback that customers provide, share it within the company and strive every day to fulfil their needs.

Cycle of improvement based on customer feedback

• ・We collect and analyze the customer requests, feedback, and compliments throughout the company.
• ・We share customer feedback and needs with the entire company through important internal meetings, our intranet, and various other means.
• ・To address customer feedback and needs, we coordinate internally to develop new products, improve our services, create a more user-friendly online environment, and enhance the quality of our customer service.

Initiatives for serving customers

To increase customer satisfaction, we strive every day to improve our customer service quality, including training employees in departments that serve customers.
We understand that providing better services to customers so that they are satisfied with these services is very important to the company and we believe that it is important to provide a workplace environment that is good for every single employee.
For this purpose, we will take decisive actions, such as revoking membership status or reporting to the police, against any conduct that the company believes could unjustly harm the safety, mental health or other conditions of employees and other personnel or interfere with its operations, including but not limited to the examples below.

• ・Violent, intimidating, menacing, threatening or coercive behaviors and any similar verbal or physical conduct.
• ・Verbal abuse, sexual remarks, defamation or other verbal or physical conduct, other speech and actions that otherwise attack people's character, including on social media services or otherwise on the internet
• ・Verbal or physical acts that are unreasonably discriminatory due to a person's race, ethnicity, origin, occupation or other characteristic
• ・Detaining employees for long periods, persistent and repetitive inquiries, etc. after the matter has been rejected.
• ・Requests regarding anything regarding which the company has no obligations, for money or goods or anything beyond the scope of the services normally expected, and any other verbal or physical actions that the company deems inappropriate in light of social norms

Improvement of customer services and support

We implement initiatives to improve the services that employees provide to ensure they will practically provide services that result in customer satisfaction. These initiatives include internal training programs and support for the acquisition of qualifications.

1. Customer Service Training

We regularly provide customer service training mainly to employees in departments that directly serve customers to improve the level of service they provide.

We have produced a video with the goal of encouraging viewers to think about what it means to be close to the customers' feelings. The intent is for the video to be used in internal training programs and other similar opportunities.
It explains the process for mentally preparing to act in ways that are a considerate of customers' feelings.

2. Services with Universal Manners

Today, there are more and more opportunities to interact with diverse customers, including elderly people, people with disabilities and people who identify as LGBTQ+. We have produced a handbook, supervised by experts, that explains essential knowledge and manners for serving customers for understanding the mental state of customers and serving them cordially. It has been placed on the intranet to ensure that our employees are able to learn from it at any time.
In addition, we encourage them to take Universal Manners courses to develop personnel that are capable of behaving in consideration of the perspectives of others. The number of people taking these courses is increasing every year.

3. Consumer Affairs Professional (CAP) Qualification*

We encourage employees working in the Information Center and in all the other departments engaged in customer services to acquire the Consumer Affairs Professional (CAP) qualification from the Japan Industrial Association.
In consideration of the history of consumer issues, we strive to improve the quality of customer service with the goal of having our employees receive professional qualifications in the areas of consumer relations and customer services so that they are familiar with the many consumer protection laws and regulations and the administration supporting them.

• *The Consumer Affairs Professional (CAP) qualification is a certification of a person's extensive knowledge in customer consultation matters.

Initiatives conducted as a company supporting the backbone of society

We are working to provide services that elderly customers and customers with disabilities may use with confidence.
We are also conducting activities to positively contribute to society to fulfill the apparent and latent needs of citizens, communities and society.

1. Saison Senior Support

We provide Saison Senior Support for those who, due to advanced age, find it a little difficult to ask about credit cards themselves, or feel uneasy about handling the procedure on their own, to have a pre-applied proxy to take over for them.

2. Saison Sign Language Service

We provide Saison Sign Language Service. It is designed for customers with hearing or speaking impairments who find it difficult to communicate over the phone. In this service, we use sign language and written communication to answer customers questions and implement procedures.

3. SAISON TEACHER

To develop independent consumers, we are working on a next-generation financial education program targeting a wide range of age groups from junior high school students to university students. As a part of this initiative that is helping increase people's financial knowledge, our employees teach classes on finances at schools.

4. Training Lectures for Supporting People with Dementia

In cooperation with the government of Toshima City, where our head office is located, we hold training classes for employees supporting people with dementia.
To address the aging of society, we are developing a framework to provide compassionate and attentive service to our customers.