Toyota Customer Service: How to get what you want.

Your Toyota (or your Toyota dealer) is giving you a headache. There's a problem and the customer service you've received hasn't been good enough. Your problem is still unresolved. How do you get it solved?

Ninety percent of all vehicle customer service problems are solved by a local dealership. The fact is the local dealer is invested in solving your problem because they know that's the best way to earn a lifetime customer. In fact, did you know it's less expensive to make a lifetime customer through customer service than through advertising? Dealers know this fact and use it every day to solve problems.

But just because solving customer service problems is an inexpensive way to make a lifetime customer doesn't necessarily mean that your dealer will do it for you. First, you have to show them you're going to be a good future customer and worth helping.

The best way to convince a dealership you're going to be a good customer in the future is to show them you're a good customer now. When working with anyone at the dealership, be nice. Let's admit it -- sometimes it feels good to yell at someone. But if you want to get the best customer service you'll need the people at the dealership to like you. "Kill em' with kindness" and you will prove you're a customer worth saving.

While being pleasant will help you get what you want from your dealer, working with the General Manager (GM) of the dealership will help you more than anything. GM's have the full backing of Toyota and the have the power to do just about anything to solve a customer service complaint. They are usually experienced professionals and they know how to help -- make sure you ask to speak with the GM when you have a customer service problem.

If you've worked with the GM but they couldn't help you, the next step is to call the Toyota hotline (the number can be found in your owner's manual). I also suggest you contact the local regional office too. While the local regional office will refer you to the national hotline, you may be able to speak with a regional Toyota executive. Persistence is key.

To recap, when you have a problem with your Toyota that isn't resolved to your satisfaction, start by working with your local dealership. The dealer wants to earn your faith and trust, and they will often go above and beyond to do so. When you speak with anyone at the dealership, be nice. You want them on your side. Ask to speak to the GM too -- the GM has the power to solve your problem and they also have the full backing of Toyota. Finally, if the GM at your local Toyota dealer can't solve your problem, work with Toyota's national hotline and try to talk to someone at the regional office. If you're persistent and you're nice, you'll get the best Toyota customer service possible.

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Author Jason Lancaster has worked in the auto industry for the better part of a decade. He runs a Toyota Tundra website, www.tundraheadquarters.com, as well as the Lowell Toyota website.
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