Gemba story: service advisor

I believe it’s important to understand what the customers really need so I make sure I’m attentive to the smallest details.

What does your job involve?
My main jobs involve organizing vehicle inspection contracts, followup services and conducting briefings for customers when new vehicles are delivered.

What does gemba mean to you?
For me, gemba is the first point of contact, between customers and the Fukuyama Customer Center.

How do you approach service in your gemba?
I believe it’s important to understand what the customers really need. It is sometimes difficult to get a clear picture so I make sure I’m attentive to the small details in our initial conversation. I prefer to explain solutions in my own words, and make it easy for my customers to understand and visualize all the processes involved.

What is your goal at work?
My goal is to always be better than I was the day before.