Speakers Corner FN Draft

0:15

S… Speaker 1 (Speakers Corner FN Draft)

Hi Cyril, can you tell us what you do to make a difference for your customer?

0:19

S… Speaker 2 (Speakers Corner FN Draft)

Well, Tiffany,

0:20

S… Speaker 3 (Speakers Corner FN Draft)

I have so many opportunities to make a difference.

0:23

S… Speaker 3 (Speakers Corner FN Draft)

Pretty much every day -to -day discussion somehow evolves around the customer.

0:27

S… Speaker 3 (Speakers Corner FN Draft)

I think the one thing I can do in my role to ensure our customers are

0:33

S… Speaker 3 (Speakers Corner FN Draft)

focused on is to ensure I keep them in the back of my mind in every

0:37

S… Speaker 3 (Speakers Corner FN Draft)

decision I make.

0:38

S… Speaker 3 (Speakers Corner FN Draft)

So whenever we are making any decisions about any major

0:42

S… Speaker 3 (Speakers Corner FN Draft)

direction about the organization,

0:43

S… Speaker 3 (Speakers Corner FN Draft)

it's always the customer we have in mind.

0:46

S… Speaker 3 (Speakers Corner FN Draft)

And the other personal thing that I always try to ensure

0:50

S… Speaker 3 (Speakers Corner FN Draft)

is making sure that I don't dismiss

0:54

S… Speaker 3 (Speakers Corner FN Draft)

anything that comes to my attention that could be of a concern to a

0:58

S… Speaker 3 (Speakers Corner FN Draft)

customer.

0:59

S… Speaker 3 (Speakers Corner FN Draft)

I make sure I take it to heart and build it into whatever decision needs to be made.

1:03

S… Speaker 3 (Speakers Corner FN Draft)

I try to provide the best support possible for customers by providing

1:07

S… Speaker 3 (Speakers Corner FN Draft)

our ASMs with as much information as I can

1:11

S… Speaker 3 (Speakers Corner FN Draft)

and reaching out directly with the dealerships.

1:14

S… Speaker 3 (Speakers Corner FN Draft)

to ensure that all of their staff is up to date on training so

1:18

S… Speaker 3 (Speakers Corner FN Draft)

that they can be as knowledgeable and as prepared for any questions that the customers may ask.

1:22

S… Speaker 1 (Speakers Corner FN Draft)

Hi ladies,

1:23

S… Speaker 1 (Speakers Corner FN Draft)

can you tell me what you do to make a difference for your customer?

1:26

S… Speaker 2 (Speakers Corner FN Draft)

We're also customers,

1:28

S… Speaker 2 (Speakers Corner FN Draft)

so for GDS I think it's about recreating the experiences that we expect

1:33

S… Speaker 2 (Speakers Corner FN Draft)

online and the digital platforms that we certify.

1:36

S… Speaker 4 (Speakers Corner FN Draft)

Okay.

1:38

S… Speaker 5 (Speakers Corner FN Draft)

We at Dealer Digital Solutions,

1:39

S… Speaker 6 (Speakers Corner FN Draft)

we have two layers,

1:41

S… Speaker 6 (Speakers Corner FN Draft)

sort of.

1:41

S… Speaker 6 (Speakers Corner FN Draft)

We have the dealer as a customer and we have the customer as a customer.

1:45

S… Speaker 6 (Speakers Corner FN Draft)

So any applications or digital solutions we bring to

1:49

S… Speaker 6 (Speakers Corner FN Draft)

Toyota, we have to think how it affects the dealer and then how does it affect

1:53

S… Speaker 6 (Speakers Corner FN Draft)

the end customer.

1:54

S… Speaker 6 (Speakers Corner FN Draft)

And very well said,

1:55

S… Speaker 5 (Speakers Corner FN Draft)

we are customers,

1:57

S… Speaker 6 (Speakers Corner FN Draft)

so you want to be treated as,

1:58

S… Speaker 6 (Speakers Corner FN Draft)

and you want to get the results that you would want from a company as well.

2:02

S… Speaker 6 (Speakers Corner FN Draft)

So that's always in our minds.

2:04

S… Speaker 6 (Speakers Corner FN Draft)

I think everybody at Toyota does that.

2:06

S… Speaker 5 (Speakers Corner FN Draft)

It's very simple.

2:07

S… Speaker 4 (Speakers Corner FN Draft)

Listen.

2:08

S… Speaker 7 (Speakers Corner FN Draft)

Listen to it.

2:09

S… Speaker 7 (Speakers Corner FN Draft)

Listen to it to understand the situation of the person with whom you work.

2:13

S… Speaker 3 (Speakers Corner FN Draft)

At the Toronto Vehicle Processing Centre,

2:14

S… Speaker 3 (Speakers Corner FN Draft)

we improve the customer experience by consistently delivering high quality vehicles in support

2:18

S… Speaker 3 (Speakers Corner FN Draft)

of TCI's business objectives,

2:20

S… Speaker 3 (Speakers Corner FN Draft)

helping meet the needs of both our dealers and retail customers.

2:23

S… Speaker 3 (Speakers Corner FN Draft)

Through a focus on operational excellence,

2:25

S… Speaker 3 (Speakers Corner FN Draft)

we work to ensure every vehicle is processed safely,

2:28

S… Speaker 3 (Speakers Corner FN Draft)

on time,

2:29

S… Speaker 3 (Speakers Corner FN Draft)

and to the highest quality standards.

2:30

S… Speaker 3 (Speakers Corner FN Draft)

By providing reliable vehicle processing,

2:33

S… Speaker 3 (Speakers Corner FN Draft)

accurate delivery expectations,

2:34

S… Speaker 3 (Speakers Corner FN Draft)

and consistent quality,

2:36

S… Speaker 3 (Speakers Corner FN Draft)

we help create a positive experience for both our internal and external customers.

2:40

S… Speaker 7 (Speakers Corner FN Draft)

For me,

2:41

S… Speaker 7 (Speakers Corner FN Draft)

to make a difference for my clients,

2:43

S… Speaker 7 (Speakers Corner FN Draft)

it's just to always put them in front of me.

2:46

S… Speaker 7 (Speakers Corner FN Draft)

I work hard with my team to ensure that

2:50

S… Speaker 7 (Speakers Corner FN Draft)

every vehicle is well prepared and well.

2:54

S… Speaker 7 (Speakers Corner FN Draft)

I'm very proud of my team,

2:57

S… Speaker 7 (Speakers Corner FN Draft)

because I know that our work makes a difference

3:00

S… Speaker 7 (Speakers Corner FN Draft)

in the experience of our customers.

3:02

S… Speaker 7 (Speakers Corner FN Draft)

I typically want to really understand the customer in

3:06

S… Speaker 7 (Speakers Corner FN Draft)

itself.

3:07

S… Speaker 7 (Speakers Corner FN Draft)

Like, to me, it's very important to just be able to speak to them, listen.

3:11

S… Speaker 7 (Speakers Corner FN Draft)

So that's the number one priority to listen and really ask all the

3:15

S… Speaker 3 (Speakers Corner FN Draft)

questions that I can

3:16

S… Speaker 7 (Speakers Corner FN Draft)

so that I can meet their needs and

3:19

S… Speaker 7 (Speakers Corner FN Draft)

who potentially exceed their expectations.

3:21

S… Speaker 5 (Speakers Corner FN Draft)

Hi,

3:22

S… Speaker 5 (Speakers Corner FN Draft)

Nadia.

3:22

S… Speaker 1 (Speakers Corner FN Draft)

Can you tell us what you do to make a difference for your customer?

3:25

S… Speaker 6 (Speakers Corner FN Draft)

Yeah,

3:25

S… Speaker 6 (Speakers Corner FN Draft)

definitely.

3:26

S… Speaker 2 (Speakers Corner FN Draft)

Hi, everyone.

3:27

S… Speaker 2 (Speakers Corner FN Draft)

My name is Nadia.

3:28

S… Speaker 2 (Speakers Corner FN Draft)

I do a lot of the internal communications and events at Toyota Canada.

3:31

S… Speaker 2 (Speakers Corner FN Draft)

My customer is you.

3:33

S… Speaker 2 (Speakers Corner FN Draft)

It's the associates.

3:35

S… Speaker 2 (Speakers Corner FN Draft)

It's the people who work for Toyota and Lexus Canada.

3:37

S… Speaker 2 (Speakers Corner FN Draft)

So what I do to make a difference is I create meaningful

3:42

S… Speaker 2 (Speakers Corner FN Draft)

events.

3:42

S… Speaker 2 (Speakers Corner FN Draft)

Most of the time it has free food,

3:44

S… Speaker 2 (Speakers Corner FN Draft)

but also good information,

3:46

S… Speaker 2 (Speakers Corner FN Draft)

opportunities for people to connect.

3:48

S… Speaker 7 (Speakers Corner FN Draft)

Je m 'assure que si le client prend le temps de me laisser un message,

3:51

S… Speaker 6 (Speakers Corner FN Draft)

ou m 'envoie un courriel,

3:53

S… Speaker 6 (Speakers Corner FN Draft)

ou m 'envoie un texto.

3:54

S… Speaker 7 (Speakers Corner FN Draft)

Je lui réponds avant la fin de la journée,

3:56

S… Speaker 7 (Speakers Corner FN Draft)

quand je suis en réunion toute la journée,

3:58

S… Speaker 7 (Speakers Corner FN Draft)

je fais le tour avant de terminer ma journée.

4:01

S… Speaker 1 (Speakers Corner FN Draft)

Hi, Hardy. What do you do to make a difference for your customer?

4:04

S… Speaker 7 (Speakers Corner FN Draft)

Yeah,

4:05

S… Speaker 7 (Speakers Corner FN Draft)

Yeah, so what I try to do first is when I get a question

4:09

S… Speaker 7 (Speakers Corner FN Draft)

about a certain task,

4:11

S… Speaker 7 (Speakers Corner FN Draft)

I always listen carefully.

4:13

S… Speaker 7 (Speakers Corner FN Draft)

If it is a message or if it is an email,

4:16

S… Speaker 7 (Speakers Corner FN Draft)

I go to the question carefully and see when,

4:20

S… Speaker 7 (Speakers Corner FN Draft)

how, and what is needed to be done.

4:21

S… Speaker 7 (Speakers Corner FN Draft)

I think that just helps break down the laxity of the question and it

4:26

S… Speaker 7 (Speakers Corner FN Draft)

makes it easier for me to just reach out to them.

4:28

S… Speaker 2 (Speakers Corner FN Draft)

Alors,

4:28

S… Speaker 7 (Speakers Corner FN Draft)

je vais répondre à la question,

4:29

S… Speaker 7 (Speakers Corner FN Draft)

comment faites -vous la différence pour le client?

4:33

S… Speaker 7 (Speakers Corner FN Draft)

J 'aime travailler avec l 'équipe Jump BBC,

4:35

S… Speaker 7 (Speakers Corner FN Draft)

on règle les problèmes ensemble et nous trouvons des solutions simples

4:39

S… Speaker 7 (Speakers Corner FN Draft)

qui nous permettent de bien faire le travail du premier coup.

4:42

S… Speaker 7 (Speakers Corner FN Draft)

Je suis un passionné de Toyota,

4:44

S… Speaker 7 (Speakers Corner FN Draft)

alors chaque véhicule qui sort de notre centre,

4:47

S… Speaker 7 (Speakers Corner FN Draft)

je veux qu 'on soit fier du résultat final.

4:49

S… Speaker 7 (Speakers Corner FN Draft)

Le client ne voit pas tout le travail qu 'on fait en arrière,

4:54

S… Speaker 7 (Speakers Corner FN Draft)

mais il voit la qualité du produit qu 'il reçoit.

4:57

S… Speaker 7 (Speakers Corner FN Draft)

C 'est ça qui fait la différence pour moi.

5:00

S… Speaker 7 (Speakers Corner FN Draft)

So,

5:01

S… Speaker 7 (Speakers Corner FN Draft)

I'm going to ask the same question on the plancher.

5:04

S… Speaker 7 (Speakers Corner FN Draft)

Let's see what they have for us.

5:07

S… Speaker 5 (Speakers Corner FN Draft)

Come on!

5:08

S… Speaker 2 (Speakers Corner FN Draft)

When I think about customer experience,

5:10

S… Speaker 2 (Speakers Corner FN Draft)

I think about two different customers in the zone.

5:12

S… Speaker 2 (Speakers Corner FN Draft)

I think about the dealer and I think about the end customer.

5:15

S… Speaker 2 (Speakers Corner FN Draft)

When I think about the dealer,

5:17

S… Speaker 2 (Speakers Corner FN Draft)

at the end of the day,

5:18

S… Speaker 2 (Speakers Corner FN Draft)

they work with different brands throughout their career.

5:20

S… Speaker 2 (Speakers Corner FN Draft)

And I want to make sure that I am always their favorite brand to work

5:24

S… Speaker 2 (Speakers Corner FN Draft)

with. And it's the same for the team,

5:26

S… Speaker 2 (Speakers Corner FN Draft)

that we're offering the strongest communication,

5:28

S… Speaker 2 (Speakers Corner FN Draft)

the greatest support,

5:30

S… Speaker 2 (Speakers Corner FN Draft)

and we're partnership -minded every step of the way.

5:32

S… Speaker 2 (Speakers Corner FN Draft)

So while we don't serve our customers directly,

5:35

S… Speaker 2 (Speakers Corner FN Draft)

our customers are our associates.

5:38

S… Speaker 2 (Speakers Corner FN Draft)

the organization.

5:38

S… Speaker 2 (Speakers Corner FN Draft)

So as HR team,

5:40

S… Speaker 2 (Speakers Corner FN Draft)

we just make sure we have the right talent practices,

5:43

S… Speaker 2 (Speakers Corner FN Draft)

the right policies that keep our associates engaged,

5:46

S… Speaker 2 (Speakers Corner FN Draft)

and they can be the best for our customers as well.

5:50

S… Speaker 4 (Speakers Corner FN Draft)

What I do for my customers every day is make human -centered,

5:53

S… Speaker 4 (Speakers Corner FN Draft)

data -centered,

5:54

S… Speaker 4 (Speakers Corner FN Draft)

and transparent decisions for all our associates.

5:57

S… Speaker 7 (Speakers Corner FN Draft)

Currently,

5:58

S… Speaker 7 (Speakers Corner FN Draft)

we launched a new TU dashboard for all the dealers.

6:01

S… Speaker 7 (Speakers Corner FN Draft)

And my focus for my dealers is to understand

6:06

S… Speaker 7 (Speakers Corner FN Draft)

how to use that tool effectively to become

6:10

S… Speaker 7 (Speakers Corner FN Draft)

more aware not only of product

6:14

S… Speaker 7 (Speakers Corner FN Draft)

knowledge but also technical knowledge and be able to monitor

6:19

S… Speaker 7 (Speakers Corner FN Draft)

their progress to better themselves in all aspects of Toyota.

6:25

S… Speaker 7 (Speakers Corner FN Draft)

in doing so it helps our customers because they receive the

6:29

S… Speaker 7 (Speakers Corner FN Draft)

information they need and the support they need in a timely manner in

6:37

S… Speaker 8 (Speakers Corner FN Draft)

your lifetime this happens so

6:39

S… Speaker 8 (Speakers Corner FN Draft)

rarely.

6:40

S… Speaker 8 (Speakers Corner FN Draft)

This,

6:42

S… Speaker 8 (Speakers Corner FN Draft)

however, will happen just once.

6:44

S… Speaker 8 (Speakers Corner FN Draft)

Toyota's 25th anniversary in Canada.

6:48

S… Speaker 8 (Speakers Corner FN Draft)

And in

6:50

S… Speaker 8 (Speakers Corner FN Draft)

celebration,

6:51

S… Speaker 8 (Speakers Corner FN Draft)

the limited edition Corolla,

6:53

S… Speaker 8 (Speakers Corner FN Draft)

Camry,

6:54

S… Speaker 8 (Speakers Corner FN Draft)

and Tercel.

6:55

S… Speaker 8 (Speakers Corner FN Draft)

Distinctive,

6:56

S… Speaker 8 (Speakers Corner FN Draft)

specially equipped,

6:58

S… Speaker 8 (Speakers Corner FN Draft)

built in very limited numbers.

6:59

S… Speaker 8 (Speakers Corner FN Draft)

And like the Eclipse,

7:02

S… Speaker 8 (Speakers Corner FN Draft)

here,

7:03

S… Speaker 8 (Speakers Corner FN Draft)

had gone.

7:09

S… Speaker 1 (Speakers Corner FN Draft)

Hello, this is a heartfelt thank you to the Vancouver PDC team.

7:13

S… Speaker 1 (Speakers Corner FN Draft)

My name is Holly and my family owns Whitehorse Toyota and we wanted

7:17

S… Speaker 1 (Speakers Corner FN Draft)

to take a moment to extend our sincere thanks to everyone at the parts distribution center

7:22

S… Speaker 1 (Speakers Corner FN Draft)

in Vancouver.

7:23

S… Speaker 1 (Speakers Corner FN Draft)

Back in April,

7:24

S… Speaker 1 (Speakers Corner FN Draft)

we found ourselves in a very unique situation involving one of our elderly First Nations

7:28

S… Speaker 1 (Speakers Corner FN Draft)

customers who had unfortunately lost all of the keys to her vehicle.

7:32

S… Speaker 1 (Speakers Corner FN Draft)

At the time,

7:33

S… Speaker 1 (Speakers Corner FN Draft)

the weather was still quite cold,

7:35

S… Speaker 1 (Speakers Corner FN Draft)

with snow on the ground,

7:36

S… Speaker 1 (Speakers Corner FN Draft)

and getting her back on the road was especially important.

7:39

S… Speaker 1 (Speakers Corner FN Draft)

As luck would have it,

7:41

S… Speaker 1 (Speakers Corner FN Draft)

we had team members from the Zone traveling to Whitehorse by plane the very next

7:45

S… Speaker 1 (Speakers Corner FN Draft)

day.

7:46

S… Speaker 1 (Speakers Corner FN Draft)

We reached out,

7:47

S… Speaker 1 (Speakers Corner FN Draft)

explained the situation,

7:48

S… Speaker 1 (Speakers Corner FN Draft)

and our representatives were able to connect with the PDC team and

7:53

S… Speaker 1 (Speakers Corner FN Draft)

arrange for the keys to be brought with them on the flight.

7:56

S… Speaker 1 (Speakers Corner FN Draft)

The keys were hand delivered to us the next afternoon,

7:58

S… Speaker 1 (Speakers Corner FN Draft)

and just one hour later,

8:00

S… Speaker 1 (Speakers Corner FN Draft)

we had new keys in our customers' hands.

8:03

S… Speaker 1 (Speakers Corner FN Draft)

To say that she was ecstatic would be an understatement.

8:06

S… Speaker 1 (Speakers Corner FN Draft)

She was incredibly grateful to everyone who went above and beyond to help get

8:10

S… Speaker 1 (Speakers Corner FN Draft)

her and her vehicle moving again.

8:12

S… Speaker 1 (Speakers Corner FN Draft)

Situations like this are incredibly rare,

8:15

S… Speaker 1 (Speakers Corner FN Draft)

but they are also a wonderful reminder of how much a team can accomplish when

8:19

S… Speaker 1 (Speakers Corner FN Draft)

everyone comes together to help a customer in need.

8:22

S… Speaker 1 (Speakers Corner FN Draft)

What may have seemed like a small act behind the scenes made a tremendous difference

8:26

S… Speaker 1 (Speakers Corner FN Draft)

to someone who truly needed our help.

8:28

S… Speaker 1 (Speakers Corner FN Draft)

We are so grateful to everyone at the PDC who played a part in

8:32

S… Speaker 1 (Speakers Corner FN Draft)

making this happen.

8:33

S… Speaker 1 (Speakers Corner FN Draft)

Your quick response,

8:34

S… Speaker 1 (Speakers Corner FN Draft)

teamwork and willingness to go the extra mile made a real difference

8:38

S… Speaker 1 (Speakers Corner FN Draft)

and we wanted to make sure you knew just how much it was appreciated.

8:42

S… Speaker 1 (Speakers Corner FN Draft)

Thank you again from all of us here at Whitehorse Toyota.

8:49

S… Speaker 1 (Speakers Corner FN Draft)

Can you tell us what you're doing to make a difference for your customer?

8:52

S… Speaker 7 (Speakers Corner FN Draft)

Awesome.

8:53

S… Speaker 7 (Speakers Corner FN Draft)

Hey,

8:54

S… Speaker 7 (Speakers Corner FN Draft)

thanks, Tiffany.

8:54

S… Speaker 7 (Speakers Corner FN Draft)

For me,

8:55

S… Speaker 7 (Speakers Corner FN Draft)

I'm going to put my business innovation hat on,

8:58

S… Speaker 7 (Speakers Corner FN Draft)

which I've been working within that department for the last few years.

9:01

S… Speaker 7 (Speakers Corner FN Draft)

And a big focus for us has been really looking at our customer,

9:05

S… Speaker 7 (Speakers Corner FN Draft)

our current customer,

9:06

S… Speaker 7 (Speakers Corner FN Draft)

our guests, Alexis,

9:07

S… Speaker 7 (Speakers Corner FN Draft)

and how we're isolating how those guests are changing.

9:11

S… Speaker 7 (Speakers Corner FN Draft)

They're buying habits,

9:12

S… Speaker 7 (Speakers Corner FN Draft)

how they prefer to be communicated with.

9:15

S… Speaker 7 (Speakers Corner FN Draft)

and really finding ways to be able to better support them on their journey.

9:19

S… Speaker 7 (Speakers Corner FN Draft)

And we know that they map the reality that they can experience with other

9:23

S… Speaker 7 (Speakers Corner FN Draft)

brands on us.

9:24

S… Speaker 7 (Speakers Corner FN Draft)

And so finding those key moments that matter for them and then

9:28

S… Speaker 7 (Speakers Corner FN Draft)

really finding partners across the organization to join us on

9:32

S… Speaker 7 (Speakers Corner FN Draft)

kind of evolving our business model as well with them.

9:36

S… Speaker 7 (Speakers Corner FN Draft)

That's been kind of the way that I've been focused on our guests and customer is just really finding

9:40

S… Speaker 7 (Speakers Corner FN Draft)

those peak moments,

9:41

S… Speaker 7 (Speakers Corner FN Draft)

whether that's within the sales journey or service journey,

9:43

S… Speaker 7 (Speakers Corner FN Draft)

and then working across the enterprise to really build

9:47

S… Speaker 7 (Speakers Corner FN Draft)

some incredible programs that can support our guests.

9:50

S… Speaker 7 (Speakers Corner FN Draft)

I make a difference for my customer by always making sure I'm attentive to their needs.

9:54

S… Speaker 7 (Speakers Corner FN Draft)

Whether it's a general manager or a sales manager reaching out to me,

9:58

S… Speaker 7 (Speakers Corner FN Draft)

I know that there's always a retail customer at the end of the conversation,

10:01

S… Speaker 7 (Speakers Corner FN Draft)

and I want to make sure I deliver a great experience to our dealer partner

10:05

S… Speaker 7 (Speakers Corner FN Draft)

so in turn they can deliver a great experience to our customer.

10:09

S… Speaker 3 (Speakers Corner FN Draft)

Right now in Central Zone,

10:11

S… Speaker 3 (Speakers Corner FN Draft)

there's two things that we're doing.

10:12

S… Speaker 3 (Speakers Corner FN Draft)

The first being to build an engaged,

10:14

S… Speaker 3 (Speakers Corner FN Draft)

enabled and collaborative team across all of the field routes.

10:18

S… Speaker 3 (Speakers Corner FN Draft)

to ensure that we're putting the customer experience at the forefront of all of

10:22

S… Speaker 7 (Speakers Corner FN Draft)

our dealer interactions.

10:23

S… Speaker 3 (Speakers Corner FN Draft)

The second thing we're doing is internally to build

10:27

S… Speaker 3 (Speakers Corner FN Draft)

and leverage on that.

10:29

S… Speaker 3 (Speakers Corner FN Draft)

engagement is to tie operational practices and

10:34

S… Speaker 3 (Speakers Corner FN Draft)

engagements with dealers to that pursuit of improved

10:38

S… Speaker 3 (Speakers Corner FN Draft)

customer experience.

10:39

S… Speaker 3 (Speakers Corner FN Draft)

Collaboration,

10:40

S… Speaker 3 (Speakers Corner FN Draft)

something that seems simple on the surface,

10:43

S… Speaker 3 (Speakers Corner FN Draft)

but really matters a lot when it comes to the dealer and

10:47

S… Speaker 3 (Speakers Corner FN Draft)

especially to the customer.

10:48

S… Speaker 7 (Speakers Corner FN Draft)

Yeah, I mean,

10:49

S… Speaker 7 (Speakers Corner FN Draft)

I think I've got two customers.

10:50

S… Speaker 3 (Speakers Corner FN Draft)

I've got our customers that rely and trust us to service their vehicle.

10:55

S… Speaker 3 (Speakers Corner FN Draft)

And I've also got our dealers to make sure that they're given all the tools and resources to be able to do

10:59

S… Speaker 3 (Speakers Corner FN Draft)

that well.

11:00

S… Speaker 3 (Speakers Corner FN Draft)

And how I make a difference is I just work really closely with my team to make sure we're prioritizing

11:05

S… Speaker 3 (Speakers Corner FN Draft)

the customer experience and also looking at all those barriers that we

11:09

S… Speaker 3 (Speakers Corner FN Draft)

can help out with for our dealers so they can deliver on that total service commitment and

11:13

S… Speaker 3 (Speakers Corner FN Draft)

that remarkable experience.

11:14

S… Speaker 7 (Speakers Corner FN Draft)

So I think the secret word is empathy.

11:17

S… Speaker 7 (Speakers Corner FN Draft)

So when we put ourselves in the customer's shoes,

11:20

S… Speaker 7 (Speakers Corner FN Draft)

we will make the best decision for you.

11:23

S… Speaker 7 (Speakers Corner FN Draft)

For me, it's empathizing with the customer's issues.

11:25

S… Speaker 7 (Speakers Corner FN Draft)

I'm in product quality.

11:26

S… Speaker 7 (Speakers Corner FN Draft)

If a customer has a complaint,

11:28

S… Speaker 7 (Speakers Corner FN Draft)

it's very much putting myself in their shoes and understanding their problem.

11:32

S… Speaker 7 (Speakers Corner FN Draft)

Regardless of how difficult it may be or how complicated it is,

11:35

S… Speaker 7 (Speakers Corner FN Draft)

it's putting myself in their shoes and understanding their problems.

11:39

S… Speaker 7 (Speakers Corner FN Draft)

Well, the important thing for me is to treat every customer the

11:43

S… Speaker 7 (Speakers Corner FN Draft)

same way, whether it's a small dealership or a big dealership.

11:48

S… Speaker 7 (Speakers Corner FN Draft)

But everybody at Toyota,

11:49

S… Speaker 7 (Speakers Corner FN Draft)

my colleagues,

11:50

S… Speaker 3 (Speakers Corner FN Draft)

the security guard,

11:52

S… Speaker 7 (Speakers Corner FN Draft)

the probe,

11:52

S… Speaker 7 (Speakers Corner FN Draft)

clean the building.

11:53

S… Speaker 7 (Speakers Corner FN Draft)

Everybody's a customer and everybody should be treated with respect.

11:57

S… Speaker 7 (Speakers Corner FN Draft)

And when they need me,

12:00

S… Speaker 7 (Speakers Corner FN Draft)

I'm always there for that.

12:01

S… Speaker 5 (Speakers Corner FN Draft)

How are you improving the customer experience for your customers?

12:04

S… Speaker 3 (Speakers Corner FN Draft)

The way I improve the customer experience is making sure

12:08

S… Speaker 3 (Speakers Corner FN Draft)

that every customer is treated with the utmost respect in every

12:12

S… Speaker 3 (Speakers Corner FN Draft)

interaction and that we deal with everything from a high level of integrity.

12:17

S… Speaker 6 (Speakers Corner FN Draft)

What I start off with is I listen to the customers' or clients' concern

12:21

S… Speaker 6 (Speakers Corner FN Draft)

or problem fully,

12:22

S… Speaker 6 (Speakers Corner FN Draft)

answer the question to the best of my ability,

12:25

S… Speaker 6 (Speakers Corner FN Draft)

or at least help guide them where to go to get the answer.

12:28

S… Speaker 6 (Speakers Corner FN Draft)

At the end,

12:30

S… Speaker 6 (Speakers Corner FN Draft)

I ask them if I've resolved their problem or concern.

12:33

S… Speaker 6 (Speakers Corner FN Draft)

Follow up the next day if the dealer needed more time to find further

12:37

S… Speaker 6 (Speakers Corner FN Draft)

documents.

12:37

S… Speaker 6 (Speakers Corner FN Draft)

In the end,

12:39

S… Speaker 6 (Speakers Corner FN Draft)

I offer a little personal touch.

12:40

S… Speaker 6 (Speakers Corner FN Draft)

Thank him for reaching out.

12:42

S… Speaker 6 (Speakers Corner FN Draft)

And if I can be any further assistance,

12:44

S… Speaker 6 (Speakers Corner FN Draft)

I'll always feel free to call back.

12:46

S… Speaker 5 (Speakers Corner FN Draft)

I think the most important thing for a customer is to listen to their overall needs.

12:50

S… Speaker 5 (Speakers Corner FN Draft)

And being that I'm new,

12:51

S… Speaker 5 (Speakers Corner FN Draft)

I think that getting adept at my role is the most important thing to be able to provide

12:55

S… Speaker 5 (Speakers Corner FN Draft)

the best customer experience.

12:56

S… Speaker 6 (Speakers Corner FN Draft)

For us,

12:57

S… Speaker 3 (Speakers Corner FN Draft)

it's about increasing accuracy and response time in inquiries from the

13:01

S… Speaker 3 (Speakers Corner FN Draft)

dealers.

13:03

S… Speaker 3 (Speakers Corner FN Draft)

Limiting the back and forth required by

13:07

S… Speaker 3 (Speakers Corner FN Draft)

getting proper details,

13:09

S… Speaker 3 (Speakers Corner FN Draft)

good information,

13:10

S… Speaker 3 (Speakers Corner FN Draft)

and a good exchange with our customers so we can have a decision made or

13:14

S… Speaker 3 (Speakers Corner FN Draft)

have an impact on what the dealer or the customer needs faster

13:19

S… Speaker 3 (Speakers Corner FN Draft)

and more accurately.

13:25

S… Speaker 7 (Speakers Corner FN Draft)

try to do with my customers is to put myself in their shoes or

13:29

S… Speaker 7 (Speakers Corner FN Draft)

see things from their perspective or point of view.

13:33

S… Speaker 7 (Speakers Corner FN Draft)

I think that's important for us to fully

13:39

S… Speaker 7 (Speakers Corner FN Draft)

realize the customer's request is important and

13:43

S… Speaker 7 (Speakers Corner FN Draft)

that we should attend to it in a prompt and courteous

13:48

S… Speaker 3 (Speakers Corner FN Draft)

manner. I try to look at the perspective from everyone's

13:52

S… Speaker 3 (Speakers Corner FN Draft)

angle.

13:52

S… Speaker 3 (Speakers Corner FN Draft)

So I try to see what the customer might be feeling,

13:56

S… Speaker 3 (Speakers Corner FN Draft)

the dealer might be feeling,

13:57

S… Speaker 3 (Speakers Corner FN Draft)

and how it impacts us.

14:13

S… Speaker 4 (Speakers Corner FN Draft)

How do I make difference to my customer?

14:16

S… Speaker 4 (Speakers Corner FN Draft)

Earlier in my career,

14:18

S… Speaker 4 (Speakers Corner FN Draft)

I worked on the Lexus Bespoke program where every vehicle told a

14:22

S… Speaker 4 (Speakers Corner FN Draft)

personal story and every customer had different preferences,

14:26

S… Speaker 4 (Speakers Corner FN Draft)

expectations and dreams.

14:29

S… Speaker 4 (Speakers Corner FN Draft)

Seeing how much personalized touches meant to people taught

14:33

S… Speaker 4 (Speakers Corner FN Draft)

me that making a difference is about listening and understanding what matters

14:37

S… Speaker 4 (Speakers Corner FN Draft)

most.

14:37

S… Speaker 4 (Speakers Corner FN Draft)

Today,

14:38

S… Speaker 4 (Speakers Corner FN Draft)

I play the same mindset by supporting Toyota dealers with information

14:42

S… Speaker 4 (Speakers Corner FN Draft)

and resources they need to better serve their customers.

Speakers Corner FN Draft

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