Reception

Overseas Marketing Department

Customer Service Planning Division
Toyota Motor Corporation
Note: In these modules, the title service advisor is used for
simplicity. Please note, however, that some traditional service
advisor roles may be done by other staff.
Customer contact staff refers to service advisors or
administration staff who handle service operation processes.
 Process Modules

Maintenance
Reminders and Appointment Reception Production Delivery Post-service
appointment preparation follow-up

2
 Contents
1. Objective
2. Customer Expectations
3. Requirements
4. Kodawari
5. Detailed Job Flow
6. Detailed Operations (maintenance and general repairs)
7. Warranty Policy and Handling
8. Required Skills
9. Required Knowledge
10. What to Monitor
11. How Customers will Evaluate You
12. Summary
Appendix

3
1. Objective
To bring the customer, vehicle, and service advisor
together to create a positive service experience

This is achieved by:

•Greeting customers and making them feel welcome and
respected
•Accurately determining service needs based on customer
requests and vehicle condition
•Providing professional advice, clear job explanations and
accurate pricing

4
2. Customer Expectations
“Make me welcome and treat me with respect, then provide
accurate advice based on my maintenance needs”

The service advisor’s role is critical because:

• They must welcome the customer and show respect
• Customer perceptions are formed within 30 seconds
of initial contact
• They are the “public face” of the dealers and are
primarily responsible for its image
• They must meet customer expectations with a
balance of product knowledge and customer care

5
3. Requirements
1. Greet the customer on arrival, show respect and
make them feel welcome.
2. Confirm the reason for the appointment and
confirm accuracy of customer and vehicle details.
3. Use courtesy items to protect the customer’s
vehicle.
4. Conduct a walk-around check to identify additional
items needing attention
5. Propose maintenance or repair and give customer
an explanation of job details, estimated cost and
delivery time
6. Write accurate repair orders and confirm customer
contact numbers
7. Understand Warranty Policy and Procedures
[Request technical support for diagnosis if needed]
 4. Kodawari
Kodawari Program TMC’s Goal:
100% implementation of Kodawari items
1)
1) What
What is
is the
the Kodawari
Kodawari Program?
Program?
A program to realize accurate response to customer requests and meet vehicle delivery
times on a daily basis.
2)
2) What
What does
does Kodawari
Kodawari mean?
mean?

Kodawari means consistently delivering the “minimum standard” of accurate, high quality
service, based on customers’ expectations.

3)
3) How
How is
is Kodawari
Kodawari applied
applied at
at the
the dealership?
dealership?
Through evaluation and kaizen activities, dealers implement and sustain the 77
Kodawari items set by Toyota.

4)
4) To
To which
which service
service operations
operations are
are Kodawari
Kodawari items
items applied?
applied?
Kodawari are applied to all six service operations from Maintenance Reminder and
Appointments to Post-service Follow-up.
5)
5) How
How can
can we
we identify
identify Kodawari
Kodawari items?
items?
In the Global Operation Guideline (GOG) operation manual and TSA training materials,
Kodawari items are shown in red text for easy identification.
 5. Detailed Job Flow (GOG)
1. Preparation for Reception
1) Confirmation of the customer information of the day
2. Reception
1) Reception
2) Customer request confirmation and walk-around-check
• Install courtesy items
• Perform walk-around-check
• Record courtesy item installation and results of walk-
around-check
3) Explanation of the details of job and cost
• Explain job details
• Explain job time and delivery date/time
• Explain the cost estimate
• Record explanation results and staff name
• Receive customer signature
4) Guiding customer
3. Order processing
1) Printing the job instruction
2) Job instruction
Note: KODAWARI items shown in red text
8
6. Detailed Operations
1. Preparation for reception
1)
1) Confirmation
Confirmation of
of the
the customer
customer
information
information of
of the
the day
day
1. Confirm and distribute customer
information for the coming day

9
6. Detailed Operations
1. Preparation for reception

1. Confirm and distribute customer information and

requests
2. Prepare a repair order (customer order form, estimate,
maintenance checklist)
3. Prepare a copy of the parts order record
4. Place courtesy items within easy reach
5. File the repair order on the JPCB

10
6. Detailed Operations
2. Reception
3.Guide the customer through the
1)
1) Reception
Reception dealer facilities
4. Check for customer valuables
1. Greet the customer 5. Install courtesy items
2. Confirm the customer’s name 6. Check and record the odometer
and the purpose of their visit reading
(walk-in customers only) 7. Perform a walk-around-check
and record the results
(1) Obtain and record customer information (Point out and explain any additional
(2) Obtain and record vehicle information recommended work)
8. Propose the recommended
(3) Obtain and record customer requests.
maintenance category and job
2)
2) Customer
Customer request
request confirmation
confirmation 9. Receive any customer items that
and
and walk-around-check
walk-around-check are needed
1. Confirm the appointment details 10.Guide the customer through the
2. Reconfirm customer requests and dealer facilities
obtain any additional job requests 11. Record any confirmed valuables and
installation of courtesy items
Note: Kodawari items shown in red text

11
6. Detailed Operations
2. Reception
7. Read out and confirm the
3)
3) Explanation
Explanation of
of the
the details
details information gathered during
of
of job
job and
and cost
cost reception
1. Explain the details of the job 8. Record the explanation results
2. Explain how long the job will and staff name
take and vehicle delivery 9. Receive the customer's
date/time signature and vehicle key
(Check for unapplied SSC/SCs and (Check whether a courtesy vehicle is
order parts if necessary)
required)
3. Explain the costs
4)
4) Guiding
Guiding customer
customer
4. Reconfirm the payment method
1. Guide the customer through
5. Ask/record whether the customer
the dealer facilities
would like a car wash
6. Ask/record whether the customer 2. Introduce them to the
would like the replaced parts customer lounge
returned
(Confirm customer contact information)
12
6. Detailed Operations
2. Reception

1. Courtesy items
 Floor mats
 Seat covers
 Steering wheel cover (recommended)
 Shift knob cover (recommended)
To show the importance of protecting the
Why? customer’s vehicle (careful vehicle handling and
respect)

2. Service and warranty book

Request the service warranty book
Key point
• Install courtesy items in front of the customer
13
6. Detailed Operations
2. Reception
Walk-around-check
1. Walk-Around-Check (WAC)
• Check for additional service requirements/jobs
• Check condition of vehicle body and paint
• Promote sale of recommended items
2. “Warm talk”
• Customer’s family
• Hobbies
• Positive comments about the vehicle (e.g. cleanliness)
3. Questions
• “Is there anything else we can help you with?”
• “How is the vehicle running?”
• “Would you like us to do anything else beyond the requested
service?”
Why? Check for additional requirements/jobs
Confirm condition of body and paint
Discover additional sales opportunities
14
6. Detailed Operations
2. Reception

Kodawari explanation items

1. Explain the job details.
2. Explain the job time and the vehicle delivery date/time.
3. Explain the cost.
4. Reconfirm the payment method.
5. Confirm and enter the customer intention of car wash.
6. Confirm and enter the necessity of returning the replaced parts.
7. Read out the details of the reception. [Give business card to customer]
8. Enter the explanation results and the staff name.
9. Receive the customer's signature and the vehicle key and provide.

Explanations help customers

understand job details and value-for
Why? money pricing

15
6. Detailed Operations
3. Order processing (repair order)

1)
1) Printing
Printing the
the job
job instruction
instruction

1. Input the order information received

2. Print the job instructions (repair order)
3. Enter the estimated job completion time
4. Enter the assigned key number and stall number

2)
2) Job
Job instruction
instruction
1. Move the repair order
(place in the waiting for service column)

16
6. Detailed Operations
3. Order processing (repair order)

Repair Order Writing

1. Record what the customer says on the

repair order/customer order form and
update vehicle details if necessary
2. Record the results of the walk-around-
check, including any additional requests
3. Record confirmation of courtesy item
installation
4. Record confirmation of any valuables
found inside the vehicle
5. Record the odometer reading (km/miles)
17
6. Detailed Operations
For walk -in customers
walk-in

1) Check technician and parts availability to find out when a

technician can start the job
2) Check previous vehicle service history and provide
additional advice if necessary
3) Check and confirm the spelling of the customer’s name,
their current address, vehicle details and telephone
numbers (home, business, cell)
4) Record the customer’s email address for post-service
follow-up if possible
5) Ask whether the customer would like to wait or leave their
vehicle at the dealer

18
 6. Detailed Operations
1. Reception (for diagnosis)
Maintenance

Maintenance Appointment Reception Production Delivery Post-service

reminders & preparation follow-up
appointments

General Repairs

Diagnosis Appointment Reception

appointment preparation for
for diagnosis
Diagnosis

Appointment
preparation Reception Production
Production Delivery
Delivery Post-service
Preparation
for for repairs -
follow-up
Repairs

19
6. Detailed Operations

2. Preparation for reception (for diagnosis)

1)
1) Confirmation
Confirmation of
of the
the customer
customer
information
information of
of the
the day
day
1. Confirm and distribute customer
information for the coming day

Prepare:
• Customer order form (repair order)
• Diagnostic questionnaire
• Other technical references or
explanation support materials

20
 6. Detailed Operations
3. Reception (for diagnosis) 2. Confirm and enter the details of
the problem occurrence conditions.
3. Guide the customer through the dealer
1) Reception facilities
1. Greet the customer
4. Check for customer valuables
2. Confirm the customer’s 5. Install courtesy items
name and the purpose of their visit 6. Check and record the odometer
3. Transfer the job to the DMT or person reading
in charge of diagnosis
7. Confirm the symptoms of the problem
8. Confirm vehicle information
2) Customer request confirmation 9. Conduct a walk-around-
and Diagnostic questionnaire check and record the results
10.Receive any customer items that are
1. Confirm customer requests and needed
obtain any additional job
11. Guide the customer through the
requests
dealer facilities
12. Record the results of problem/
For walk-in customers:
symptom confirmation as well as
(1) Obtain and enter customer information
any confirmed valuables and
(2) Obtain and enter vehicle information courtesy item installation

21
 6. Detailed Operations
3. Reception (for diagnosis)

3) Explanation of details of Diagnosis 4)

4) Guiding
Guiding the
the customer
customer

1. Explain the details of the

1.Guide the customer through
diagnosis
the dealer facilities
2. Explain the time required for
2.Introduce them to the customer
diagnosis and the estimated
lounge
completion date/time
(1) Reconfirm and enter customer
Key point
contact information (SSC/SC)
• A Diagnosis Master Technician
3. Read out and confirm the
information gathered during reception (or equivalent) must support
service advisors with diagnosis
4. Record the explanation results
and staff name for general repair
(Examples:During reception,
5. Receive the vehicle key
diagnostic questioning, road-
(Check whether a courtesy vehicle is required)
testing and diagnostic report
writing)
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6. Detailed Operations
4. Order processing (repair order)
1)
1) Entering
Entering information
information of
of parking
parking lot
lot
For walk-in customers
(1) Confirm service history
(2) Check for up-to-date technical information
(3) Check for unapplied SSC/SCs

(4) Prepare the required documents

(If the customer approves additional job requests and/or usage of unapplied SSC/SC

1. Enter the assigned key number and stall number

2)
2) Job
Job instruction
instruction

1. Move the repair order

(place in the waiting for service slot)

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6. Detailed Operations
5. Diagnosis

1)
1) Preparation
Preparation for
for diagnosis
diagnosis
4. Restore the vehicle to its
(If performed by a technician other than the person in
charge of diagnosis (DMT), explain customer requests
original state

1. Record that the job has begun 5. Perform 4S at the stall

2. Take the vehicle to the appropriate 6. Record the results of the

stall diagnosis and staff name
(If carried out by a technician other than the
3.Record the original condition
person in charge of diagnosis, have that
on the vehicle technician record the results and their name)
2)
2) Diagnosis
Diagnosis
3)
3) Completion
Completion processing
processing
1. Record the job start time
2. Perform diagnosis on the actual vehicle 1. Note that the job has been
3. Determine warranty coverage completed
(1) Explain what work needs to
be done

24
6. Detailed Operations
6. Explanation of diagnosis results
1)
1) Preparation
Preparation for
for Explanation
Explanation of
of 3)
3) Determination
Determination of
of vehicle
vehicle
diagnostic
diagnostic results
results reception
reception date/time
date/time

1. Record the results of the diagnosis 1. Propose an available workshop

date/time and accompanying
2. Print the estimate
dates/times for vehicle reception
3. Check and record the status and delivery
(stocked/ETA) of the required parts 2. Select and record the finalize
dates/times for vehicle
4. Check and record available
reception and delivery
workshop dates/times
(1) Confirm and record customer contact
information
(2) Confirm and record who will
2)
2) Explanation
Explanation of
of diagnostic
diagnostic results
results bring the vehicle to the dealer
3.Read out and confirm the details of
1. Explain diagnosed parts and the the repair job
results.
(1) Explain any temporary countermeasures that 4. Receive the customer's signature
were taken and their reliability and give them the estimate
5. Enter the date/time of
completion and staff name
25
6. Detailed Operations
7. Vehicle delivery (for diagnosis)
1)
1) Return
Return Customer
Customer belongings
belongings

1. Return any customer items received

2)
2) Vehicle
Vehicle delivery
delivery and
and seeing
seeing off
off
customer
customer

1. Guide the customer through the vehicle facilities

2. Conduct a walk-around-check and return the vehicle to the customer
3. See off the customer

26
6. Detailed Operations
8. Order processing (for diagnosis)
1)
1) Appointment
Appointment Order
Order Processing
Processing

1. Put the magnetic chip on the APB

2. Record the appointment
information
3. Print the job instructions

2)
2) Storing
Storing Repair
Repair Order
Order

1. Move the repair order

(move to the appointment cabinet drawer for the repair
appointment date)

27
6. Detailed Operations
9. Reception (for repair) D
For non-warranty repairs:

(1) Ask and record whether the customer

Note: Preparation steps are the same would like the replaced parts returned
as for diagnosis (slide ２０) 2. Record the estimated job
completion time
1)
1) Reception
Reception (1) Confirm and record customer
contact information
1 Greet the customer
2.Confirm the customer’s name and the 3. Read out and confirm the
purpose of their visit appointment details
2) 4. Record the explanation results
2) Customer
Customer request
request confirmation
confirmation and
and
walk-around-check and staff name
walk-around-check
Follow the same process as maintenance 5. Receive the customer's
signature and vehicle key
Difference: Repairs are conducted based
on diagnosis results. Parts have been 6. Enter the assigned key number
ordered and are in-stock. and stall number

3)
3) Confirmation
Confirmation of
of other
other required
required items
items Note: Customer guidance and job
instruction processes are the same as
1. Ask and record whether the for maintenance
customer would like a car wash

28
7. Warranty Handling Procedures
Warranty requests 1. Policy
Service advisors must
accurately explain warranty
coverage to customers
2. Warranty handling
Service advisors must know
how to handle warranty
requests
3. Diagnosis
Must be done by DMT or B&P
Estimator

Service advisors must understand the warranty policy for

vehicles, tires, batteries, and accessories

29
Warranty explanation (5 steps)

Step 1

Give the customer the warranty/service booklet

Step 2
3 years
Explain the distance and duration coverage of 100.000 km

the warranty (example: three years or 100,000

kilometers). Explain items not covered by the
warranty, such as modifications

30
Step 3

Explain the vehicle's maintenance requirements

Step 4
Warranty
Explain the difference between warranty
coverage and maintenance
Maintenance

Step 5
Explain when the first maintenance service is
due and introduce contact person for service
appointments if possible
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7. Warranty Handling Procedures
1. Check the elapsed time and odometer reading
(km/miles) to see if the vehicle is covered under
warranty
2. Confirm that a problem exists, and request Diagnosis
Master Technician or B&P Estimator support if needed
3. If the vehicle is out of warranty, check with the service
manager to see if goodwill consideration is appropriate
4. Explain to the customer what work will be done and
whether the repair is covered by warranty, then get
customer agreement
5. Mark “warranty repair” on the repair order to alert the
technician that the repair is covered by warranty
6. Write a description of the work done on the invoice and
explain to the customer that repairs will be free of charge
7. Follow up by telephone to ensure that the customer is
completely satisfied with the warranty repair
32
8. Required Skills

1) Communication skills
2) Customer database handling
3) Price estimation
4) Visual control management
5) Accurate repair order (RO) writing
6) Warranty handling
7) Walk-Around-Check (WAC)

33
 Skill
Skill definition
definition table
table
Category #1 Category #2 Category #2 definitions
Communication Listening Can listen carefully to customer needs and concerns, can
empathize with customer experiences
Reflecting Can accurately repeat back what the customer has said
Non-verbal Can recognize and utilize non-verbal communication
Questioning Can ask the questions to obtain accurate information
Writing Can write accurate repair orders based on customer
requests
Explaining Can explain what work needs to be done
Customer database Database searching Can locate, input amend and print customer/vehicle data
handling and repair order, invoice or other documents
Price estimation Estimating Can identify the parts needed for maintenance and get
technical support for diagnosis
Pricing Can calculate/estimate total charges for both labor and
parts pricing
Visual control Understanding how to Can use the JPCB and other tools to determine the current
management use status of each job
Job Process Control Moving forms (ROs) Can move the repair order at the right time according to
Board (JPCB) operation rules
Checking irregular Can identify irregular situations or delays by reading the
condition JPCB
Managing job Can identify job stoppage and take prompt
stoppage countermeasures
34
 Skill
Skill definition
definition table
table

Category #1 Category #2 Category #2 definitions

Repair order Accurate writing Can write repair orders that accurately reflect customer
writing requests or instructions
Parts availability Can check parts availability and request parts ordering
check and pre-picking

Warranty handling Judgment Can judge whether the job/parts are covered by the
warranty policy
Warranty explanation Can explain warranty coverage and benefits accurately
to customers

Sharing warranty Can clearly identify warranty work on the repair order
information or other information-sharing documents

Warranty parts Can label and store parts replaced under warranty for
handling distributor inspection

Walk-around- Identifying additional Can identify additional areas that require attention
check observation items during the walk-around-check
skills
Exterior B&P check Can identify body and/or paint damage on vehicles

Selling Can make product proposals based on customer needs

and vehicle condition

35
 9. Required Knowledge

1. Service menu
2. Appointment system
3. Walk-around Check (WAC) procedures
4. Parts operations procedures
5. Job Process Control Board (JPCB)
6. Maintenance intervals
7. Repair Order (RO) standard
8. Warranty policy

36
 10. What to Monitor?

Formula Guideline
KPI Result Process

Repair
Total repair orders written per SA
orders per 15-20
per day.
SA per day
Appointment Total customer appointments per
60-80%
rate day/ Total customers per day
Repair order Total ROs with 100% parts Refer to
fill rate supplied/ Dist.
Total ROs requiring parts guide line
No show Refer to
Total “No shows” per day/ Total
rate Dist.
appointment customers per day
guide line
11. How Customers will Evaluate You
Score: 5: Good, 3: Fair, 1: Bad

No Evaluation Items Score

1 Greet the customer on arrival at the dealership (any staff member)
2 SA greets the customer.
3 Waited to be greeted by SA.
4 Time waited to speak with SA.
5 SA was aware of service history.
6 Estimate provided before job started
7 Informed when vehicle will be ready
8 SA time spent listening to customer.
9 Explanation of work to be done.
10 Treated with courtesy & respect
11 Honesty (transparent pricing)
12 SA knowledge expertise.
13 Listened to customer’s needs.
14 Asked questions to clarify needs.
15 Understood problem with vehicle (Customer’s request)
16 SA overall skills.
17 Was vehicle ready when promised
18 Reason for delay in delivery. ( promised delivery time )
19 Informed about reason for delay.
20 Asked to sign Repair Order
Total

Source CSI questions

12. Summary
1. Greet the customer on arrival.
2. Show courtesy and respect.
3. Listen and apply genchi genbutsu (WAC) and
determine customer’s needs.
4. Request technical support for repair jobs (DMT
or equivalent) Fix-it-Right first time.
5. Customer expects Job Explanation before
signing RO (clear and accurate explanation).
6. Accurate RO writing with customer’s words.
7. Guide customer to lounge (if waiting).
 Appendix
1. Walk-Around-Check (WAC)
 1. Walk-Around-Check Check Sheet
Step Location Key points to Check Check
1. Drivers Seat Brake pedal travel Pedal travel
Parking brake Lever travel, cable operation
Steering wheel free play Excessive travel or noise
Odometer reading Record on RO or other form
Interior Damage or valuables
2. Driver’s door door and lock operation Smooth opening/closing
Wiper blade and rubber Splits or damage
3. Right front Tire Front tire/wheel trim Uneven wear, cuts, tread.
Front wheel trim for damage
Body & Paint right-side Body or Paint damage
4. Front of car Lights, bumper, hood Damage/cracks or discoloration
License plate Confirm license plate number

• Engine compartment Engine compartment Battery bracket security, oil or water leaks,
( Visual Check Only) brake fluid level, belt condition.
5. Left front tire Front tire Uneven wear, cuts, tread.
Wheel trim Wheel trim for damage
Body & Paint left-side Body or Paint damage
6. Left doors Front and rear door Operation of both doors &locks
Body or Paint damage
7. Rear tire Tire and wheel trim Damage or missing trim
8. Rear luggage compartment Bumper and lights Body or Paint damage, cracking
Spare wheel Missing? Inflated, tread depth condition
tools Missing? Are they secure?
9. Right rear tire & door Tire and wheel trim Damaged or missing trim
1.Walk-Around-Check
Procedure
1.Walk-Around-Check
Procedure
Installing seat covers with customer

Placing paper floor mat

1.Walk-Around-Check
Procedure Steering wheel cover

Writing odometer reading on RO

1.Walk-Around-Check
Procedure
Noting body or paint damage

Diagnosis master technician should

road test the vehicle, if necessary

Involve the Service Manager in special

circumstances
Thank you

46