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9Shaving off the tip of the part inserted into the external auditory canal to make it narrowerShaving off the vertex of the first curve and the protrusion of the second curveIn the correct positionCannot be inserted into or inserted only with difficulty into correct positionShaving for easier insertionLoosely inserted / MufflingFeedback occurs when the user moves his or her mouth.Shaving off the tip of the part inserted into the external auditory canal on the intertragic notch sideThe user’s voice sounds muffled.Creating steps in the ventIn the correct positionCannot be inserted into or inserted only with difficulty into correct positionShaving for an easier insertionShaving off the helixRion Techno’s Workplace for Man-ufacturing Hearing AidsHosting Technical SeminarsSato’s Case Study NotebookBuilt on Extensive Case ExperienceSato’s notebook contains detailed records of consultations and prob-lems encountered in each case. He documents how the root cause was identified and the technical support he provided. The knowledge thus accumulated has given the CS Section an extensive repertoire of solutions. It contributes immeasurably to their problem-solving capabilities.Making custom hearing aids involves scanning the ear impressions taken at the distributor using a 3D scanner to determine the shape and size of the shell, then drawing the component layout using CAD. The shell is then fabricated using a 3D printer to produce a hearing aid that will be a perfect fit for the user’s ear. The entire manufacturing process is consolidated at a single location at Rion Techno, making it the heart of the Rionet hearing aid production process.In the various seminars held for Rionet hearing aids distributors, the CS Section staff serve as lecturers, providing technical training and im-parting knowledge on hearing aids. These efforts help improve the quality of customer service and strengthen partnerships with distributors.Based on the enormous number of case studies handled, the CS Section has ac-cumulated data on frequent hearing aid problems and typical types of discomfort experienced by users. Such accumulated expertise from all these individual cases enhances the brand value of Rionet hearing aids.occur not just due to problems with the hearing aid itself, but from the living environment or the user’s lifestyle.“Some issues can be resolved by the distributor based on detailed interviews with the user. But sometimes that is not enough. One memorable example in which we were able to resolve a problem involving a customer who complained about abnormal noise with his hearing aids. With assistance from Rion Techno, multiple attempts were made by the distributor, who fielded the complaint, to make adjustments and check the oper-ation of the hearing aids. But we simply could not pinpoint the cause. So the distributor and I decided to visit his house to assess the situation. After asking specific questions about the abnormal noise he experienced at home, we could not identify the cause. We spent about three hours there to seek out the mysterious noise issued from the hearing aids. Then we detected a strange noise that repeatedly occurred about once every 30 minutes. Looking around the room, we found a clock that was regularly emitting a sound like a time tone. That was the faint sound that the hearing aid was picking up. Since the customer had hearing diculty and never heard the sound before, he perceived it now as a strange noise. That’s the typical case of how some issues can’t be resolved unless we visit the site where the problem occurs. Once worn, hearing aids change the sound environment around the user. It is quite natural that some unfamiliar sounds or noises make them feel uncomfortable. I am happy to contribute even a little to building trust in Rionet hearing aids through our atten-tive personal support and troubleshooting.”The duties of the CS Section sometimes involve investigating the root cause of a problem, much like how a detective works a case. Sato describes how his section interacts with distributors and users on a daily basis.“I make it a point to keep records of the details of each inqui-ry in a notebook and to carefully examine each case. I share the information with everyone in the CS Section so we can identify solutions as quickly as possible on a case-by-case basis. It is deeply rewarding to see how such knowledge and experience gradually accumulated by the CS Section build user trust in Rionet hearing aids. I believe it is important to approach the concerns of each customer with the same care and empathy I would have toward someone in my own family. Without a robust system set in place to ensure proper adjustments and troubleshooting, even if we offer hearing aids to the highest standards, we may fail to satisfy the customer. I will keep reminding myself just how crucial the role played by our CS Section is in all this, and I will do my best to meet the expectations of my customers while remaining aware of the importance of the partnerships among Rion, our distribu-tors, and the manufacturing team at Rion Techno.”