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History of Shiseido’s Consumer Support

Introducing the history of Shiseido's consumer support, which has been promoting consumer-oriented management since its establishment.

2021
Introduction of a home-based telephone system

Affected by the spread of COVID-19 in 2020, we introduced a home-based telephone system for the " Consumer Support Desk " in January 2021. When introducing the system, we verified and scrutinized the usability of the system, as well as the network environment and voice sound quality. We also prepared product information for the "Mirror" (introduced in 2011, see below) so that even at home, where we are unable to check product itself, we can successfully operate the remote telephone support system. In these ways, we have ensured the quality of our consumer support. Even under the COVID-19, we were able to continue responding to calls without closing the "Customer Support Desk" and also contribute to improving the working style of the telephone communicator.

Introduction of a home-based telephone system

2020
Acquired "Three Stars Benchmark Award" in the Chat-Channel Contact Rating

2020 Acquired “Three Stars Benchmark Award“ in the Chat-Channel Contact Rating

2019
Establishment of Osaka Office

With the aim of continuing to operate the "Consumer Service Desk" even in the event of a major earthquake or other disaster in the Tokyo metropolitan area, we established the Osaka Office and started telephone services at two bases.

2019
Introduction of “AI MIMI-chan”

2019 Introduction of “AI MIMI-chan”

2018
Beauty consultations started at LINE Chat

2018 Beauty consultations started at LINE Chat

2016
Received “Five Stars Benchmark Award” for the first time in the cosmetics industry in the Inquiry Contact Rating

2016 Received “Five Stars Benchmark Award” for the first time in the cosmetics industry in the Inquiry Contact Rating

2015
Established Twitter Customer Service

2015 Established Twitter Customer Service

2013
Acquired the first "Three Stars Benchmark Award" in the cosmetics industry in the "Inquiry Contact Rating"

2013 Acquired “the first Three Stars Benchmark Award“ in the cosmetics industry in the “Inquiry Contact Rating“

2011
From “Voice Net C”, a customer response and analysis system, to “Mirror”

2011 From “Voice Net C”, a customer response and analysis system, to “Mirror”

1996
Started "toll-free number" and introduced "Voice Net C"

1996 Started “toll-free number“ and introduced “Voice Net C“

1994
Operation of Shiseido Cosmetic Garden [C]

1994 Operation of Shiseido Cosmetic Garden [C]

1987
From "Consumer Division" to "Consumers Center"

1987 From “Consumer Division“ to “Consumers Center“

1975
Introduction of the "Consumer support specialist system"

1975 Introduction of the “Consumer support specialist system“

1968
Establishment of the Customer Response Division

Consumer Communication Center  Shiseido Japan Co., Ltd. Logo(2018~)

Consumer Communication Center Shiseido Japan Co., Ltd. Logo(2018~)

1949
Held a "makeup and grooming course" to guide you on makeup methods

1949 Held a “makeup and grooming course“ to guide you on makeup methods

Founding period
"Consumer principle" of The Five principles

Founding period “Consumer principle“ of The Five principles
 

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