Customer service of Toyota Motor Philippines Corporation / Rodalyn T. Cresino.
Material type: TextLanguage: English Publication details: Indang, Cavite : 2002. Cavite State University- Main Campus,Description: xiii, 99 pages : illustrations ; 28 cmContent type:- text
- unmediated
- volume
- 658.8 C86 2002
- College of Economics, Management, and Development Studies (CEMDS)
Item type | Current library | Call number | Materials specified | URL | Status | Notes | Date due | Barcode |
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Theses / Manuscripts | Ladislao N. Diwa Memorial Library Theses Section | 658.8 C86 2002 (Browse shelf(Opens below)) | Link to resource | Room use only | CS-370 | 00004692 |
Case study (B.S.B.M.--Marketing) Cavite State University
Includes bibliographical references.
College of Economics, Management, and Development Studies (CEMDS)
CRESINO, RODALYN T. Customer Service of Toyota Motor Philippines Corporation Marketing Division/Customer Service Department. Case Study. Bachelor of Science in Business Management, major in Marketing. Cavite State University, Indang, Cavite. April 2002. Adviser: Miss Cristina R. del Mundo. A case study was conducted from November 2001 to January 2002 at Toyota Motor Philippines Corporation Marketing Division, Paranaque, Manila.
The study aimed to discuss the organization and management of the Customer Service Department; analyze the various strategies of the firm; identify problems encountered by the firm; and recommend possible solutions to identified problems. The study conducted on the customer service aspects of the firm particularly its type of service, price, and nature of services. The data needed were gathered through personal interviews with the employees and a questionnaire survey of the personnel department. Other information were obtained through pamphlets, brochures, and other reading materials from the company. Several problems were identified during the conduct of the study. The main customer service problem was the explanation of warranty conditions and some back jobs after the service. - With the increasing demand of services, the firm should hire high-skilled personnel and should also conduct seminars and training of dealers in order to have a systematic implementation and explanation of warranty condition and responsibilities. Even though the firm has several ways to sustain Customer Service as number one, and providing good services, it should reinforce the Customer Service Committee's objectives and functions and establish Customer Assistance Hotline or E-mail Address, objectives and functions and establish Customer Assistance Hotline or E-mail Address, include the Customer Relations Office phone number and/or e-mail address in all corporate advertisements.
Submitted to the University Library 05/02/2002 CS-370