Inquiries/Information Provision
Initiatives at the "Communication Call (Customer Service Center)"
We have set up a "Communication Call" to respond to inquiries by phone, website, and chatbot. We strive to provide courteous service by setting up dedicated lines for diagnostic reagents, contact lenses, herbal medicines, and other items for which we receive particularly frequent questions. We support our customers' "beauty and health" through products such as over-the-counter drugs, functional cosmetics, and functional foods. As many of our products are delivered to customers via retail stores, we believe that the role of the "Communication Call," which allows us to speak directly with customers, is important.
Communication Call
Providing information to customers through our website
As telephone inquiries take time outside of business hours, we are working to provide more information through our website. In addition to the traditional product information service, we also provide information such as drug package insert searches, retailer searches, and discontinued product information.
Customer Support
We value customer feedback
Voices of joy and surprise
We share the feedback we receive from our customers as "Voices of Surprise and Delight" with all employees at our company-wide morning meeting. We appreciate and encourage our customers' feedback and incorporate it into product improvements and future product planning.
It all began in 1952 (Showa 27) with a questionnaire postcard entitled "User Feedback" that was enclosed with ROHTO Peni-my. For the 70 years since then, we have treasured the feedback we have received from our customers in various forms, including postcards, telephone calls, and emails. In fiscal 2024, we received 3,077 delightful and surprising comments.
Quality improvement from the customer's perspective
We analyze the opinions, inquiries, and happy comments we receive from our customers and use them to develop better products and services. We also strive to ensure accurate and easy-to-understand labeling, and we are renewing our products, website, online shop, and more.
Responsible Advertising and Marketing
Rohto Pharmaceutical views advertising as an important means of communication connecting customers and the company, and actively disseminates information through a variety of media, including television, newspapers, websites, and social media. We comply with relevant laws and regulations, such as the Pharmaceuticals and Medical Devices Act and the Act against Unjustifiable Premiums and Misleading Representations, as well as industry-specific standards, and strive to eliminate false, exaggerated, or misleading content, as well as language that leads to social discrimination or human rights violations. When creating advertisements, we place importance on clearly conveying to customers the value of our products and our corporate initiatives and stance, and strive to use fair and reliable language. This helps create an environment where customers can choose products with confidence and practices responsible marketing.
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Providing information in good faith
- We provide factual information without exaggerating the features, prices, or effects of products or services.
- We avoid ambiguous expressions and wording that may mislead customers, and we create products and advertise based on trust.
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Consideration of fairness and diversity
- We will avoid discriminatory language based on race, ethnicity, age, religion, creed, sex, nationality, social status, disability, sexual orientation, gender identity, physical characteristics, chronic illness, etc., and will use language that is free from prejudice.
- We aim to deliver inclusive messages that take into consideration all customer segments and to conduct marketing that is open to everyone.
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Respect for consumers
- We strive to provide easy-to-understand explanations and expressions, and respect the customer's right to make choices.
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Social responsibility: environmental, sustainability and community contribution
- We will contribute to society by being conscious of activities and communications linked to the SDGs (Sustainable Development Goals).
- We develop, advertise and market our products with consideration for all accessibility needs, including children and the elderly.
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Display based on internal system and guidelines
- We will create an in-house review system for labeling and carry out checks.
- We provide education and training at least once a year to employees involved in advertising and marketing in an effort to improve their literacy.
Institutional membership
Two-way communication
Providing health information
In addition to providing product information and health information related to our products through our website, we also provide a wide range of beauty and health information that is not limited to our product lineup.
Since its launch in 2010, we have been contributing to the health of everyone through our information magazine "Taiyo Egao fufufu," which we have been delivering free of charge to our customers four times a year. We will continue to provide useful information to deliver well-being to people around the world.
Sun smile fufufu
Communication through fan sites
We operate a fan site called "COCO ROHTO Park" that fosters beauty and health together with our customers. In addition to introducing original articles useful for daily skin care and health, the site also provides a forum for two-way communication where we can share information about our products and company initiatives through monitor campaigns and events where customers can try new products early, and hear directly from customers. Our predecessor, "Rohto Club," was the pharmaceutical industry's first online customer membership organization, and contributed to uncovering customers' latent needs while deepening one-on-one communication. We will continue to strive to be a company that is needed by everyone.
COCO ROHTO Park