8・Sales ・Service channels・Sales・Adjustment・After-sales service・Outsourced manufacturingCustomers (Hearing aid users)Manufacture, inspections, and repairs of Rionet hearing aidsRionet hearing aids distributors nationwide・Inquiries・ConsultationsPlanning and developing hearing aid businessSupporting distributors by responding to customer concerns with manufacturing expertise and technologiesSupporting distributors by responding to customer concerns with manufacturing expertise and technologiesCollaborative Support for Customer ConcernsCollaborative Support for Customer ConcernsCSSectionStaff members of the CS Section wear headsets at all time so that they can respond immediately to inquiries from the retailers. Seated at desks equipped with microscopes, they share information with distributors on how to adjust hearing aids based on user needs. The motto of the CS Section: always provide swift and accurate support.Rion Techno’s CS Section provides both technical and knowledge-based support to Rionet hearing aids distributors around Japan, who interact directly with customers at their stores. Taking full advantage of Rion Techno’s strength as a hearing aid manufacturer, the section supports distributors alongside Rion’s Sales Department, drawing on their expert knowledge on hearing aid structures and mechanisms, in addition to their expertise in shell adjustment techniques. Another key role of the CS Section is to provide feedback and insights gained through these customer support activities to the distributors and to Rion.In most cases, shaving down a slight protrusion on the hearing aid or adding a small piece of padding is su-cient to eliminate user discomfort. These techniques for adjusting hearing aids are essential skills for every member of the CS Section.Responding to Consultations and InquiriesThe Role of Rion Techno’s Customer Support (CS) SectionAdjustment Techniques to Reduce Discomfortbe times when the finished hearing aid still doesn’t properly fit the user’s ear.“With orders for custom-made hearing aids, we start by generating 3D data from the ear impressions sent to us by the distributor to obtain the three-dimensional digital shape of the ear. Then, we assemble the hearing aid components in a layout that would be optimal for that shape. Still, some users may have diculty inserting the hearing aid or feel that it is slightly tight or loose. As you know the ear has a very complex shape. It’s a sensitive part of our body, with numerous nerves running through it. So, even if a hearing aid is made to snugly fit into an ear canal, in some cases the user may feel just the opposite. In cases like that, we seek to identify the cause by asking about the circumstances of the problem such as when they experience pain and by confirming whether they are wearing the hearing aid properly. Based on reobservations, we make adjustments to the hearing aid shell, whether by adding padding or shaving it down, to tolerances of 1 mm or less, to achieve customer satisfaction. We share our experiences at the seminars so that Rionet hearing aids distributors can perform these adjustments in their store.”The CS Section’s commitment to providing attentive personalized supportAnother issue concerns abnormal noise. Various reasons lead to abnormal noise or annoyance. For example, feedback can “For example, when placing an order or after receiving a product, customers often ask salespeople whether the desirable size is available or make complains about wearing discomfort and some malfunctions. In some cases, the distributor may need our assistance to resolve issues. And when such inquiries come up, the CS Section works to identify the root cause of the problem and to find a solution. In cases that involve taking the impression of ears to produce custom-made hearing aids and earmolds and making the required adjustments, we may actually travel across the country to help the distributor in resolving the issue. We also hold occasional study sessions with Rion and the distributors on topics like how to take ear impressions for hearing aids and how to identify the cause of malfunctions. The goal of all these efforts is to deepen our shared understanding of hearing aids and related technologies and work together to enhance customer satisfaction.”One of the most common inquiries received from distribu-tors concerns hearing aid size. According to Sato, most Japanese users prefer the smallest possible hearing aids so that no one notices they are wearing them. In response, the CS Section will review the design and propose the shape and components of a hearing aid to minimize any parts projecting from the ear. In this way, the CS Section works in a close cooperation with distributors to create products that meet the needs of users. No matter how careful we are in taking ear impressions, there will
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