Introduction
We hope that all of you will become the key person of future auto-technician service by enhancing technical capabilities, studying the origin of customer service and passing it down the generations.
Let us understand the story of repair following the breakdown of G1 truck during initial days of company operation that led to the origin of customer service.
During initial days of company formation, many vehicle break-drowns were reported and also lot of trouble occurred to customer.
In those days, auto-technician personnel's used to rush to the customers location to earn back the trust of the customer and improve vehicle quality.
Sincere, wholehearted response were made to minimize the inconvenience to the customer in unfortunate situation.
With priority on preventing further inconvenience to the customer, auto-technician staff used to offer an American made truck (known for its reliability) as a temporary substitute for the broken-down vehicle.
Since continuous sincere efforts are rooted in the customer first philosophy and to demonstrate this philosophy, the staff used to rush to the customer location, apologize and transfer the cargo to the temporary replacement vehicle.
Such honest and sincere efforts made it possible to earn back the trust of the customer and till today these sincere efforts are remembered and also represent the foundation of Customer Service today.
Dealer and manufacturing staff work together as a team using the Genchi Genbutsu approach to determine the cause of the breakdown.
In addition to dealer staff, technicians from the vehicle manufacturer used to rush to the customer location and utilize genchi genbutsu approach to accurately analyze the situation and make an logical guess as to the cause of the breakdown.
These efforts facilitate speedier correction of the original problem later at the manufacturers facility as well as improved the vehicle quality and also enhanced the dealer-manufacturer relationship.
Sense of direct involvement and responsibility going beyond the assigned company roles and position.
At the time of vehicle breakdown at the customer location, Kiichiro Toyoda refuses to leave all responsibility to the auto-technicians and rushes to the problem location. Always demonstrated the genchi genbutsu spirit as a company leader.
Kiichiro Toyoda often used to crawl down underneath the vehicle, dirtying his clothes and always used to check from his eyes.
The sense of personal, direct responsibility and involvement going beyond the roles and position within the company.
These demonstration proved the core values of Toyota like Customer First, Genchi Genbutsu and Quality First.
Strong passion and the commitment of the people demonstrated during the initial days of company operation are consolidated as the values and philosophies which are being practiced till today.