Toyota SA recognized in Customer Service Excellence Awards

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 6 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.

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Toyota SA recognized in Customer Service Excellence Awards

Oklahoma Regulators: 12-Year-Old Claim Payment Returned to Customer

Oklahoma Insurance Commissioner John D. Doak announced that the Oklahoma Insurance Department (OID) lately helped facilitate the reissuance of an insurance verify to a consumer for an auto accident that occurred more than 12 years ago.

The customer, currently residing in Oklahoma, contacted the OID concerning troubles in cashing an insurance coverage settlement check for injuries incurred by a family members member in a 2002 auto accident. The verify was produced payable to several entities, inhibiting the consumer’s ability to deposit the funds.

The OID contacted and worked with the insurance business to reissue the check below the consumer’s name, lastly enabling the verify to be deposited.

Doak mentioned the incident was “one example of how my Division is willing and ready to assist customers sort via insurance coverage concerns and complications.”

Source: Oklahoma Insurance Division

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Oklahoma Regulators: 12-Year-Old Claim Payment Returned to Customer

Oklahoma Regulators: 12-Year-Old Claim Payment Returned to Customer

Oklahoma Insurance Commissioner John D. Doak announced that the Oklahoma Insurance coverage Division (OID) not too long ago helped facilitate the reissuance of an insurance coverage check to a consumer for an auto accident that occurred a lot more than 12 years ago.

The customer, at present residing in Oklahoma, contacted the OID with regards to troubles in cashing an insurance coverage settlement check for injuries incurred by a household member in a 2002 auto accident. The verify was produced payable to many entities, inhibiting the consumer’s potential to deposit the funds.

The OID contacted and worked with the insurance firm to reissue the verify below the consumer’s name, lastly enabling the check to be deposited.

Doak said the incident was “one instance of how my Division is prepared and prepared to help buyers sort through insurance issues and complications.”

Source: Oklahoma Insurance Division

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“Service and customer support are far more important than price in driving vehicles sales” – Combined Motor Holdings

Customer service the primary driver of vehicle sales
CMH now able to share best practices through CMH Connect
Company celebrating 18 months of continued growth

Service and customer support are far more important than price in driving vehicles sales, says Steve Atkinson, Franchise Director of Combined Motor Holdings (CMH).

Atkinson is actively involved in training staff across the many CMH Group dealerships, with the aim of further improving customer service.

“One would think that price is the most important consideration when buying a new car, especially in today’;s difficult economic climate,” says Atkinson, pointing at the wide array of advertisements promoting cash back discounts and better repayment rates.

“Our experience is different. Price is an important consideration and ensures that a customer makes the first contact, but after that sales support and service become the key purchase drivers.”

Atkinson speaks from more than 2 decades of experience, having being part of the CMH team that re-established Volvo in South Africa in 1994. Today he manages a wide range of vehicle brands for the CMH Group and has a bird’;s eye view of the best practices amongst various dealers.

“The old adage holds true, people buy from people,” says Atkinson. “The relationship and level of service received from a sales consultant or specific dealer are much better indicators of sales success and return business than the sales price.”

Having identified the key drivers of vehicle sales, Atkinson champions the training initiatives in the CMH Group and is entrusted with sharing best practices across the 59 dealerships that CMH operates across brands as diverse as BMW, Toyota, Volkswagen, MG and Volvo through the company’;s unique CMH Connect platform.

Steve Atkinson

“We have the powerful advantage of being able to study sales support and customer reaction across all types of brands. At the same time our technical staff has many years of institutional memory on servicing and maintaining passenger and commercial vehicles. We are now creating a platform on which they can share this to ultimately serve our customers better,” says Atkinson.

CMH is a South African listed company that specialises in the automotive industry. Apart from its franchise operations it has divisions in a wide range of other sectors, including finance, insurance, lifestyle, marine and vehicle rental through First Car Rental.

“Thanks to this culture of sharing best practices and improving skills we have shown 18 months of continued growth, says Jebb McIntosh, CEO of the CMH Group. “This, alongside several dealer awards from brands such as Land Rover, Jaguar and Volvo is proof enough of the value of good customer service.”

Also view:

Vehicle Finance, Car Insurance and Road Safety

Buying and Selling a Vehicle – Informed decisions and the Vehicle Retailer

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“Service and customer support are far more important than price in driving vehicles sales” – Combined Motor Holdings