Responding to Customer Feedback

Initiatives to improve customer service

The clerk never smiled and just dealt with me like he was reading out of a manual. The explanation was so one-sided and unclear that I didn’t even understand what questions to ask.

We regularly  carry out training in order to improve customer service. Our goal is to make customers feel truly appreciated whenever they visit one of our branches. For this reason, we strive to improve customer service at all our locations through a number of initiatives. For example, we hold periodic study sessions at each branch as well as group training sessions featuring guest instructors, while our own trainers also visit branches to offer personal instruction. We have also instituted a system of third–party checks looking into customer service and explanations given at branch lobbies and counters, for example, as well as how telephone calls from customers are handled. The results of these checks are then used to identify areas that need improvement.

I want the bank to offer me relevant products and services, based on an understanding of my personal financial and asset-related situation.

We have improved training for our Personal Customer Managers. Mizuho Bank aims to be the first place our customers turn to for consultation. To this end, we try to build long–term relationships of trust with our customers by offering consultations and advice on asset management and other financial matters. These duties are handled by employees specializing in financial consulting. In order to develop and support our financial consultants, we have designed educational programs to improve the necessary skills and knowledge of each and every one of them.

	I would like to be able to interact with bank staff in English.
	We are working to improve the English skills of our staff via programs such as English conversation seminars held at branches and group training sessions, so that customers who do not speak Japanese can complete procedures with greater ease.