Thinking about "Element Rule Customer Service" with a team that loves customer service

In order to define the "service concept" and "characteristics" for Element Rule's customer service, we invited three members of the "Customer Service Lovers Team (Project Team)" formed by headquarters staff to come and talk about Element Rule's customer service.

A project team formed by selecting people from various professions

-First, please tell us about your job and introduce yourself.

Kamata (hereinafter referred to as "Kama"): I work as a buyer for Karen Sorogy. My main job is purchasing selected products. I joined the company when it first started, and was appointed manager of the Aoyama store. I then worked as a manager overseeing all stores, and now I work as a buyer.

Hirashita (hereafter referred to as "Hira"): I am the general merchandise merchandiser at Barnyard Storm. When I joined the company, I was a store staff member at Babylon, then worked as an merchandising assistant at an outlet store, and as a press officer at Barnyard Storm. I am currently the general merchandise merchandiser, and have had the opportunity to gain a wide range of experience.

Ishida (hereinafter referred to as "Ishi"): I am in charge of education and training in the Human Resources Department. After joining Adastria in 2007, I worked as a store staff member before being transferred to the Human Resources Department. In 2021, I was transferred to the Human Resources Department at Element Rule, where I remain to this day.

- Mr. Ishida, you have experience working for both Aeon Stores and Element Rule. What differences do you see between them?

Ishi: I feel that Element Rule is more customer-oriented, and has a strong commitment to both products and people. Each brand has a director and a clearly defined color, and even in the customer service at the stores, you can really sense the love for each brand.

-So, please tell us how the "Customer Service Lover Team" was formed.

Ishi: I am in charge of education and training in the Human Resources Department, and during the previous term we were focusing on sales training conducted by external lecturers. It was pointed out to us that although each store staff member has a strong understanding and love for the brand, it would be better for the company as a whole to have an ideal image and goals for store staff. From there, this project got underway immediately.

All of them have experience as store staff and are where they are today. They all share the same passion for customer service, which is their roots.

Why were you all chosen to be part of this group?

Kama: I wonder why? But the name of this project team is "The Customer Service Lover Team," and I'm one of them, too. Although we're staff at the head office, we love being in the stores and hearing customer feedback directly, so I think the higher-ups noticed that and chose us.

Taira: Me too. I originally worked as a sales staff member, so I love being at the counter. I think we've been able to gather members who care deeply about our customers.

-What specific discussions took place during this project?

Taira: We started by talking about our experiences as store staff, and then we thought about what customers who visit the Element Rule brand are looking for when they visit our stores. We thoroughly discussed the mindset, attitude, knowledge, and skills that are required of Element Rule salespeople.

Kama: All the members there actively exchanged opinions, and I found the serious discussions very stimulating. I also think it was a good opportunity to think carefully about our company philosophy and customer service.

Always think about what quality means to you and what it means to be high quality yourself.

-As a result of your discussions, what kind of customer service did you define that Element Rule aims for?

Ishi: Our service concept is "Delivering quality that resonates with the five senses." The ideal person is "Someone who expresses quality that resonates with the five senses." Element Rule is a company whose corporate philosophy is "to create quality that resonates with the five senses." Salespeople at Element Rule must be able to deliver this to customers and also express it themselves. They must be high-quality themselves. I think it's important to be someone who is constantly thinking about what quality is and continues to embody it.

-What will you do in the future to spread this message?

Kama: I have many opportunities to visit stores, so when I communicate with staff, I plan to personally convey the company's philosophy and service concept. I think store staff will pick up on the feedback from people close to them.

Taira: I agree, and I think it's important to communicate that. Furthermore, in my own work as a merchandise maker, I want to create products with a renewed awareness of the company's philosophy.

Ishi: It's encouraging to see the project members communicating in this way. As a human resources department, we immediately created and distributed posters to ensure that the service concept was understood by all store staff. They are now being displayed in stock at each store. We will continue to follow up by utilizing training and other means in the future.

-What does "high quality" mean to you?

Taira: It's hard to put into words, but it's delivering something to customers with the thoughts and background that went into it. And making the customer happy with it. At times like that, I feel like I've done a high-quality job. It's not enough to just make something or sell it; I also value the background behind it and deliver it to them. That's my mission, and it's something I want to value in my work, so to me, "high quality" encompasses all of those things.

Sickle and Stone: Amazing (applause), summed up what I didn't know how to say either. Here's our answer!

-Finally, please say a few words to those who are interested in Element Rules.

Kama: Since joining this company, I have had the opportunity to gain a wide range of experiences. This is a company that allows you to take on new challenges regardless of your age or background.

Ishi: Yes, Element Rule is still a young company, so we will continue to grow and change. We would love to have people who can enjoy that growth and change join us.