AT TOYOTA, THE EMPLOYEES PRIDE THEMSELVES on being the most trusted automotive brand year after year. In 2020, they were again bestowed with the Reader’s Digest Gold Quality Service Award. Not only have they achieved this through hard work, but measures such as its ‘Capped Price Servicing’* – which provides Guests (customers) with upfront costs of a service so there is never a bill shock when they pick up their vehicle - through to its Toyota Warranty Advantage (5+2 years warranty)^, and its ‘Kaizen’ mindset – Japanese for continuously improving.
Toyota employees never rest on their laurels, they are always looking for ways to make the Guest experience better than the last, setting a high benchmark for customer satisfaction. To ensure their customer service strategy is first class, Toyota has created a set of standards for its Dealer network. Firstly, it looks for people who are self-motivated, have a genuine desire to provide solutions to meet Guests’ needs, and demonstrate the Toyota Way values – respect for people and Kaizen. Toyota also provides its people with the training and facilities needed to deliver exceptional Guest experience at every Toyota Dealership across the country.
With the onset of COVID-19, Toyota noticed more Guests using its online services, including booking a service online or on the myToyota App, which also provides Guest rewards. Anticipating the growing need of its Guests’ requirements in both the showroom and online, Toyota came up with innovative approaches to ensure Guests’ needs were met and to promote contactless environments.
As one of Australia’s best-loved and most reputable automotive names, Toyota wants every Guest who visits a dealership to walk (or drive) out as a firm advocate for the brand.