by Bob Wonders
The Yamaha team had plenty to smile about at the recent Miami International Boat Show when the J.D.Power and Associates 2008 Marine Engine Competitive Information Study ranked the company ‘Highest in Customer Satisfaction with Four-Stroke Engines.’
It marked the fifth time Yamaha has been recognised and the announcement came ‘on the heels’ of the company winning its sixth consecutive Customer Satisfaction Index (CSI) from the National Marine Manufacturers Association (NMMA).
Phil Dyskow, president of the Yamaha Marine Group, said the company was ‘honoured’ by the accolades.
'We accept this recognition on behalf of our dealers and boat builder partners,' he said. 'Our goal has long been to strive for the highest level of customer satisfaction for outboard motors in the industry. That goal is an upwardly moving target. Thankfully, we have been moving with the target by investing in our people, our procedures and our products. Many of these investments are now paying off for our customers.'
The Yamaha Marine Group recently created a customer relations department specifically for outboard engines.
Accordingly, the company believes this, along with many other smaller, less visible changes, has improved Yamaha’s relationships with its owners.
'Customer service belongs in the same building as the rest of the company,' Dyskow declared.
'When and if customers have a problem, they want a knowledgeable voice on the other end of the ‘phone and access to all the product technical experts.'
Every member of the Yamaha Marine customer relations team, which is led by a Coast Guard-licensed captain, is fully trained in every aspect of outboard service.
The Yamaha Marine Group recently invested heavily in training and claims to offer the most comprehensive programs in the marine industry.
It calls its programs the ‘Yamaha Marine University.’
Its primary aim is to support Yamaha dealers by providing a course of study that concentrates on improving profitability and customer satisfaction.
The US-based Yamaha Marine Group supports more than 2200 dealers and OEM partners with marketing, training and spare parts for Yamaha’s complete product line.
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9:27 PM Fri 14 Mar 2008 GMT
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