The Manager of National Customer Administration of Toyota Motor Sales (TMS) U.S.A Incorporated, explained how customer service and satisfaction measurements were critical to the success of Toyota's US car and truck dealerships. Toyota's customer satisfaction program, called the Toyota Touch, was based on the philosophy of the 3Cs - communication, cooperation, and consideration. TMS also…

BPIR Categories

7.3.1 Respond to information requests
1.1.1 Customer performance/satisfaction measurement
1.3.2 Determine & provide customer contact mechanisms

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