Toyota Malawi engages customer-centric model


Toyota Malawi says it is focusing on providing exceptional customer service to fight off competitors while at the same time ensuring that it remains sustainable in the tough economic environment.

While acknowledging that the unprecedented depreciation of the kwacha has affected its operations and revenue lines, the company says it has introduced special service packages and campaigns to maintain its place in the market.

Speaking during a Special Service campaign for Toyota Malawi customers in Blantyre, the company’s National Service Manager, Johannes Heydenreich, said the continuous fluctuation of the kwacha has presented pricing challenges for the company as all its services are quoted in the local currency.


“The depreciation of the kwacha has affected our revenue but nevertheless we are not giving up. We will not deprive our customers service just because of the tough economic environment,” he said.

According to Heydenreich, Toyota Malawi, unlike other car retailers, is not pushing its operating costs to customers but rather making sure that Malawians enjoy the best service but at a reduced cost.

“We are being proactive to ensure customer satisfaction. We want to get back our customer base and this year Toyota Malawi will be awarded the Customer Service Award in South Africa,” he said.


The kwacha has only in the past two weeks started stabilising against the US dollar after months of continuous fluctuation to the green buck. As of this week, foreign exchange bureaus were offering K780 to a dollar while commercial banks were quoting the US dollar at around K720.

And the Malawi Confederation of Commerce and Industry says the appreciation of the kwacha is good news to business operators as businesses were struggling to plan in light of its continuous fluctuation against major trading currencies.

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