More than just selling cars
Any car brand can claim to have superb aftersales, but it actually takes years of hard work and compassion to cultivate truly excellent customer service.
Toyota Motor Philippines (TMP) said it prides itself with providing Genuine Customer Support from “real people who put you and your vehicle first, backed by Toyota’s extensive dealer network.” Indeed, the Japanese automaker has over 70 dealerships nationwide, allowing Filipinos even from far-flung areas to have access to proven aftersales support.
Oben Group president Cosco Oben, who manages consistently top-performing dealers like Toyota Balintawak, Toyota Otis, Toyota North EDSA, Toyota Marilao and Toyota San Jose Del Monte, said the secret is all down to happiness.
“I believe in the saying that when your team members are happy, your customers will also be happy,” he told Inquirer Motoring in an exclusive interview
“We all started with satisfaction,” Oben added. Now, we’re moving into exceeding the expectations of our customers and if you want to exceed their expectations, we have to exceed the expectations of our employees, too.”
Continuous improvement
Oben said all this is grounded in kaizen, which is one of the pillars of The Toyota Way that pertains to continuous improvement.
“We will continue building workplaces where our Team Members are engaged, empowered, and genuinely happy to serve, not only our external customers, but more importantly, one another,” he said. “We believe that the care, respect, and support we extend to our people and that they extend to each other, will always be reflected in the way we take care of our customers.”
“We really work hard to keep our people engaged in all of the directions of Toyota Motor Philippines and the Oben Group,” Oben added.
Long-term relationship
In addition, Oben said TMP has always emphasized the value and importance of their people, in line with the world-renowned “Toyota Way.”
“Toyota Philippines network continues to invest not only in training, technology, and service capability, but also in creating an environment where our Team Members can perform at their best,” he said.
“When Team Members are well-equipped and well-supported, the quality of service naturally follows,” Oben added. “As such, customers are not only buying a vehicle but are entering into a long-term relationship supported by a nationwide service network built on competence, stability and trust.”
Given the success of dealers like the Oben Group, it’s hard to dispute TMP’s proven track record of customer service. Try that with so-called up-and-coming auto brands.
