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TOYOTA MOTOR CORPORATION GLOBAL WEBSITE | 75 Years of TOYOTA | Quality | Customer Relations Activities

7 5- Y ea r Hi s t o ry T O P > A 75-Year History through Data > Management and Company Information > Quality > Customer Relations Activities

Management and Finances Personnel Matters Quality Quality Assurance Activities Customer Relations Activities Environment, Compliance, and Social Contribution
Reference guide

Quality

Customer Relations Activities

Improving product and work quality by listening to "Voice of the customer" is the fundamental concept behind Toyota's activities. When Toyota Motor Co., Ltd. and Toyota Motor Sales Co., Ltd. were merged in 1982 to form the new Toyota Motor Corporation, the customer assistance operations that had been carried out by various departments were unified to establish the Customer Relations Division. The entire company strives to ensure enhanced satisfaction by delivering "Voice of the customer" to the relevant departments and utilizing it to improve both customer support and the quality of our work and products. N umbe r o f C usto me r Re vi e w s Re ce i ve d An n ually (i n Japan )

Year 1979 1980

Month October November December

Activities Toyota Motor Sales Co., Ltd. customer service telephone line established Subcommittee for consumer issues established at Toyota Motor Co., Ltd. Consumer Issue Liaison Conference established at Toyota Motor Sales Co., Ltd. Consumer Issue Working Group established at the Japan Automobile Manufacturers Association, Inc. (JAMA) Customer Assistance Center (CAC) opened in Nagoya when Toyota Motor Co., Ltd. and Toyota Motor Sales Co., Ltd. are merged Customer Assistance Center (CAC) opened in Tokyo and Osaka Pamphlet on 'How to correctly drive a car with automatic transmission' created Owner's Manuals revised to make them more user friendly Activities to establish Customer Assistance Hotline at dealers started Customer relations seminars held targeting distributors in 12 European countries Safe-driving promotion pamphlet created by JAMA

1981

July

1982

July

1983

March September November

1984 1985 1986

April October March

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TOYOTA MOTOR CORPORATION GLOBAL WEBSITE | 75 Years of TOYOTA | Quality | Customer Relations Activities
1986 1989 1990 March January April Safe-driving promotion pamphlet created by JAMA Customer Satisfaction (CS) Improvement Committee established Customer assistance telephone numbers made toll-free (all toll-free numbers completed in 1992) Toyota Panel of Advisory Specialists for Consumer Affairs established Customer assistance seminars targeting dealers started Publication of the news bulletin 'Customer Assistance News' targeting dealers started Automotive Dispute Resolution Center established Various consumer-oriented events held as part of Customer Month E-mail-based customer assistance started Customer's Voice Experience Seminar started 365-days-a-year operation of the Customer Assistance Center (CAC) implemented full-scale Lexus Information Desk opened; - Lexus Owners Desk opened in August Global Customer Relations Standards targeting overseas distributors issued Exhibition of 'Customer's Voice' started as part of Customer Month

1991 1992 1995

March April February April

1999 2000 2001 2004 2005

May October September January April

2008 2009

March May

Quality Assurance Activities

Quality

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