Toyota South Africa Motors (TSAM) was awarded the 2014 Outstanding Customer Service Award for the annual Customer Service Excellence Awards (CSEA) by Toyota Motor Corporation. TSAM and its staff were commended for their dedicated efforts and determination towards excellent customer service.
The award is based on an annual evaluation of operations and activities in Toyota Customer Service Departments around the world.
The 2014 result is an improvement on the previous year’s result and the second consecutive year TSAM attained the Gold award.
Toyota South Africa Motors Vice President of Customer Service John Oliver comments on the team’s performance: “In our continuous quest towards ‘Always better Cars’ and ‘Always better service’ to ultimately create customer smiles, this award really means a lot to the organisation as it shows our efforts are being recognised at a global level. It’s also a marked improvement on previous years, which is immensely pleasing.”
The main objective of the CSEA programme is to enhance the integrity of Customer Service activities and bring about quality enhancement in all deliverables. The programme covers six key evaluation metrics.
Furthermore, the CSEA supports the philosophy of the Toyota Customer Service Philosophy: “Accuracy + Caring = Trust”, to ensure customer expectations are exceeded through the sincere and efficient handling of their concerns.
“The Customer Service department is confidently striving to improve quality, customer service and the overall customer experience. Together with our dealerships, there are various plans in place to support our goals for 2015 and beyond. We are all committed to the strategies and will continue to work towards those customer smiles,” adds Oliver.