Toyota is one of the world’s leading car manufacturers with 65% of their vehicles sold outside Japan. Toyota GB employs 1000 staff with 500 of these based at head office.

LDL was approached to respond to a tender for the training of staff within the Customer Relations department who are responsible for handling both telephone and written enquiries from Toyota and Lexus customers. The objectives were to improve quality of service, promote team development and increase staff loyalty.

LDL was invited to research, design and deliver the programme. Special emphasis was placed on the combination of skills and personal development in the course design.

Following excellent feedback LDL has built a strong partnership with Toyota and continues to work closely with Customer Relations as well as delivering similar service excellence programmes to other departments within the business.