We regularly survey our customers for feedback so that we can improve our service to you. We want to make sure your experience is worthy of a perfect 10 every time! Yes we do rate on a 1-10 scale and if we get an 8… that’s just not good enough for us… we strive for 9’s and 10’s every time.
We have had some really great feedback – I personally read every survey. We take your feedback very seriously and plan improvements around them. I’d like to share with you some of the current initiatives we’re putting in place based on your feedback.
In addition to our rigorous parts and service training for our team - we have done considerable training on creating a great customer experience for you! First and foremost, we want you to feel appreciated. Then we want to make your experience with us effortless; that we’re easy to do business and we do what we say we’re going to do! And lastly, we want you to feel secure knowing that we are the right business partners for you.
In response to your feedback, we are improving our processes and systems to ensure we can communicate with you 24/7 you based on YOUR method of choice; phone, text, email, website, or chat. Our team is focused on creating a communications strategy that puts your best interest at the core.
Thanks to your feedback, we have improved our parts fulfillment systems to significantly reduce the wait times and improve order accuracy. We have also created self-serve kiosks in many locations where customers have the ability to come in and pick up their own orders. We are piloting outdoor Parts Lockers at a few of our branches so that you can pick up your orders after-hours at your convenience. We are implementing new phone technology that will improve our responsiveness and allow us to better handle your parts inquiries. We have gone live in our Central Region (for our Concord, Kingston, Orillia, Ottawa and Peterborough branches) so now your calls will be routed through to the first available parts person. This means there are more people to answer your phone calls. Or leave a message and we’ll get back to you in priority sequence. We will have the rest of our branches completed by 2Q2017.
These are some of the many changes as we strive to make every interaction with all of our customers a perfect 10 every time. We truly appreciate your business and we’re eager to provide you with that premium service experience you expect and deserve from Toromont.
Customer Experience Manager