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TOTO's Service Excellence: A Benchmark in Sanitary Industry

4/12/2024

SERVICE WITH TOP MARKS

toto service man

In the realm of sanitary ware, where product quality and service intertwine, one company stands out for its unwavering commitment to customer satisfaction: TOTO. Renowned for its innovative designs and cutting-edge technology, TOTO has carved a niche for itself not only through its superior product offerings but also through its exemplary service ethos.

toto quality

BEST QUALITY AND FAST SERVICE

At the heart of TOTO's success lies a dedication to providing service par excellence. Recognising that the installation of new sanitary products is not solely about the quality of the merchandise, but equally about the post-purchase experience, TOTO has invested heavily in ensuring a seamless customer journey. Whether it's the installation of a state-of-the-art WASHLET or the swift resolution of a maintenance issue, TOTO's service technicians are equipped with both expertise and empathy, embodying the company's core values of speed, security, and friendliness.

customer service

CUSTOMER SERVICE PRINCIPLES

Central to TOTO's service philosophy is its global standardisation of customer care. Irrespective of geographical location, TOTO adheres to stringent timelines for complaint resolution, ensuring that customer grievances are addressed within seven working days. This meticulous attention to detail, coupled with a proactive approach to problem-solving, has garnered TOTO a reputation for reliability and efficiency.

CUSTOMER SATISFACTION - A QUESTION OF CULTURE

Yet, TOTO's commitment to service excellence transcends mere operational efficiency; it is deeply rooted in the company's cultural ethos. Originating from Japan, a nation renowned for its reverence towards customer satisfaction, TOTO embodies these cultural values in its approach to service delivery. Drawing from the Japanese tradition of Omotenashi, which emphasises hospitality and attentiveness, TOTO's service personnel go above and beyond to cater to customer needs, even at the most inconvenient hours.

Hubertus Brüggemann, Sales Director of TOTO Europe, underscores this cultural influence, remarking, "TOTO stands worldwide for excellent product quality, high investments in research and development, and excellent service." This commitment to excellence has not gone unnoticed, as evidenced by TOTO's stellar performance in customer satisfaction surveys. With 84 percent of service calls resolved within the stipulated timeframe and a staggering 93 percent of customers rating TOTO's service as 'very good', the company has set a benchmark for its peers to aspire to.

TOP MARKS IN CUSTOMER SATISFACTION

In a landscape where customer experience reigns supreme, TOTO's unwavering dedication to service excellence serves as a beacon of inspiration. As the company continues to innovate and elevate the standards of the sanitary industry, one thing remains certain: TOTO's commitment to putting customers first will remain unwavering, ensuring that every interaction with the brand is nothing short of exceptional.

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