“Service recovery can turn angry customers into loyal ones. Companies should take steps not only to provide good service every time but also to recover from mistakes when they occur” (Kotler, 255)
Recently Toyota announced two safety recalls that cover some of its models. Both recall campaigns address conditions related to the accelerator pedal. Now Toyota is taking actions to recover and reassure its customers in company’s future service quality.
Though Toyota is a car manufacture, not technically “service” company, I think it is reasonable to assume that it not only makes car, but also provides services that result in safe driving experience.
In the commercial below Toyota reassures customers that their safety is still a top priority, it admits the mistakes, and promises to learn from them.
Elizaveta Koval
Section G
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