In its commitment to delivering the highest standards of customer service, Toyota and Lexus Fleet Services has drawn up a new Fleet Service Charter, which sets out how it will meet and exceed business customer needs and expectations in every area of its operations.
The charter presents a series of commitments for both sales and after sales services, focusing on areas that are crucial for business customers: –
- Price transparency
- Clear, honest and coherent customer communications at all times
- Whole life cost advice
- Prompt and professional service delivery
- Peace of mind on all sales and after sales matters
Ewan Shepherd, General Manager Toyota and Lexus Fleet Services, said: “Our Fleet Charter makes clear the range of services and commitments we offer our business customers, and shows how we are addressing the issues that are important to them, such as pricing, prompt and professional service and helping them keep their vehicles safe and on the road.
“We are proud of our record in customer satisfaction and the Fleet Charter shows how we are going even further to deliver that among our business customers.”
Sales commitments All Toyota and Lexus business centres promise same-day access to a business manager or sales executive and the availability of demonstrator vehicles for up to two days. They will also provide information about funding options and tax matters, such as benefit-in-kind rates and whole life costs. Requests for quotations will be responded to within 24 hours.
Clear, honest communications will be maintained throughout the sale process and beyond, reinforcing customer peace of mind. That peace of mind is further supported by the extensive warranty provided on all new vehicles, notably five-year/100,00-mile protection for all Toyota passenger cars.
After sales commitments The charter’s undertakings on price transparency extend to after sales, with a promise that fleet customers will not be charged more than the agreed National Fleet Service Programme prices for labour, oil and fluids, ensuring very competitive service, maintenance and repair costs.
Customers appreciate prompt response to their requirements, and the Fleet Charter makes this a priority in key areas such as service booking requests, short lead-times, the availability of collect-and-deliver services and courtesy car options. Express servicing is also available – including for major services – with two technicians completing work in less than 90 minutes.
Toyota is proud of its best-in-the-business parts supply success. It undertakes to give customers same-day-service on parts delivery, for parts orders placed before noon. And to help ensure vehicle down-time is kept to a minimum, Centres carry a comprehensive stock of batteries, tyres and parts typically needed for roadside repairs.
Customers can also be confident that genuine Toyota parts will be used, fitted by Toyota/Lexus-trained, formally accredited technicians.
