Daikin-Style Customer Satisfaction Spreads to China, Europe, and North America

Daikin is taking the "feel good after-sales service" concept it created in Japan to other countries around the world.

As in Japan, manufacturers in China provide after-sales service directly to the customers who bought their products. With Japan as the model, we built a Contact Center in China that ensures customers are just a phone call away from "feeling good." We also provide increasingly intense training to service engineers so that our after-sales service continues to get better.

In Europe, we work in particularly close contact with dealers and installers, because they, and not the manufacturer, normally provide customers with after-sales service. Part of this is establishing training centers around the world that boost skills and ensure that service engineers take the highest level of after-sales service quality when they visit customers.

Daikin AC still has a relatively short history in the North American market, so we must let customers know about the high quality of our products and services. To this end, we created the Daikin Network Alliance (DNA), through which we educate dealers and installers—our DNA members—on product features and service techniques. We try to get new members by using a section of our home page to detail the program's workings and terms, and to list the benefits of becoming a DNA member.

At Daikin, our aim is not just quality of products but the highest level of after-sales service as well.