Responding to Customer Inquiries and Complaints
Every time our customers contact us with an inquiry or a complaint, we are given an opportunity to improve our products and services as well as our customers’ expectations.
For inquiries and requests received by phone or on our website, the Customer Relations Department staffs provide a “clear and accurate” explanation so that customers can gain a full understanding of the issue. Customer Relations Department can provide all information necessary to make our customers’ experience with our products safe and comfortable. When receiving an inquiry about a tire, representatives may first ask the customer to provide as much information as possible. Then, they can explain how to “properly use our products”. This could be the optimum air pressure for the tires, when to change, or how to store the tires. Our representatives can also suggest best tires for your vehicle or the desired performance.
When we receive inquires and requests from our customers, we analyze the details and make suggestions to applicable departments. By doing so, we hope to improve “the ease of use” of our products and services for our customers. To customers who submit an inquiry via email, a questionnaire is sent to ask for their feedback on their level of satisfaction with regards to the response they received and the time it took to resolve their issue. The feedback helps us further improve the way we respond to our customers.
If we should receive a complaint from a customer, we try our best to resolve the problem quickly and to the customer’s satisfaction. It is important for us to build and maintain a good relationship with our customers. We work with our sales offices and Technical Service Department in order to address any problems or complaints that our customers may have.
Trend in the number of inquiries received by Customer Relations Department in Japan
Domestic Technical Service Departments and International Technical Service Departments not only respond to quality issues but also work with our sales companies (dealers and retailers) to build a trusting relationship with them. They are also working on improving their ability to sell our products and to make product recommendations for our customers.
The employees of our Technical Service Departments are committed to helping our customers by providing product information and proper usage instructions in a way that is easy to understand from the “customers’ perspective”. We hold training sessions and study groups so that our employees can learn those skills and provide high level of customer service.
We want to be more competitive globally and locally and to deliver best products and services to our customers quickly and without any disruptions. To achieve this, we gather and analyze various data on the markets and from our internal and external sources and disseminate it to applicable departments. We also work closely with our sales subsidiaries, dealers, and retailers.
Toyo Tires Group wants to listen to our customers and improve the level of customer satisfaction. We would like to help make our society safe and environmentally friendly.
Taking actions to listen to our tire customers (end users)