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TKC Customer Support Service Achieves Top Rating for Five Years

In a remarkable achievement in the field of customer service, TKC Customer Support Service, Inc. (TCSS), a wholly owned subsidiary of TKC Corporation based in Tochigi Prefecture, has been awarded the highest rating of three stars by HDI-Japan in their Quality Rating Benchmark. This marks the fifth consecutive year that TCSS has attained this prestigious recognition.

The company has consistently focused on enhancing the quality of telephone responses ahead of its competitors, striving to improve customer satisfaction. Interestingly, in the software industry category, TCSS stands out as the only entity to maintain a three-star rating for multiple consecutive years. As per the evaluation conducted by HDI-Japan, TCSS has demonstrated exceptional problem-solving abilities characterized by quick responses and a stable level of service quality. Customers appreciate the guidance that resonates with their needs, providing a safe environment for inquiries.

Evaluations from HDI-Japan

In their evaluation, HDI-Japan highlighted several aspects of TCSS’s service:

• - High Responsiveness: The ability to resolve issues swiftly while ensuring a consistent quality in client interactions.
• - Stable Support Quality: There are no significant variations in the quality of responses, establishing a reliable interaction pattern for customers.
• - Clarity and Conciseness: Customers receive straightforward explanations, making the consultation experience comfortable and reassuring.
• - Diverse Competence: TCSS staff members are well-versed in the tools and procedures, capable of addressing specialized issues with flexibility.
• - Composed Under Pressure: Even in challenging situations, staff maintain a calm demeanor, contributing to an overall stable organizational performance and enhancing customer satisfaction.

The rating is established based on an evaluation system defined by international HDI standards, wherein evaluators assess service quality from a customer's perspective, grading from three stars to zero stars across four evaluation levels. The assessment criteria consist of five key components:
1. Service Structure
2. Communication
3. Response Skills
4. Process/Procedure Handling
5. Difficult Situations Handling
Each category is scored from four points to one point, and the overall average determines the final rating of three stars (3.5 points and above), two stars (2.5 points and above), one star (1.5 points and above), and no stars (below 1.5 points).

For further details about HDI-Japan and their rating system, please visit their official website: HDI-Japan.

About TKC Customer Support Service

Established as a 100% subsidiary of TKC Corporation, TKC Customer Support Service, Inc. (TCSS) specializes in providing dedicated call center services. The company primarily handles inquiries via phone and email from users of TKC's systems and services.

TCSS remains committed to relentlessly improving the quality of customer interactions, aiming to deliver high-quality helpdesk services as part of their contribution to customer satisfaction.

About HDI-Japan

The Help Desk Institute (HDI) is the world's largest membership organization in the IT support service sector, having established the first international certification system. Founded in 1989 in the United States, HDI's vision aims at achieving business success through exceptional customer experiences. Moreover, HDI hosts a highly regarded annual conference catering to customer service and technical support professionals. The organization operates neutrally to foster human networks and information sharing among its members, boasting over 50,000 members globally, including many top firms featured in Fortune magazine.

HDI-Japan was established in 2001 to address the needs of the Japanese support service industry, mirroring HDI's concepts, providing benchmarking services, international certification programs, and training courses tailored for the domestic support service sector.