The Annual Hino Customer Satisfaction Contest Sep 10, 2014
PT. Hino Motors Sales Indonesia (HMSI) held an annual activity in order to gather all of its 3S (Sales, Service, and Spare part) officers from all Hino Dealers in Indonesia. The event was located in the Service & Spare Part Division Center in Jatake, Tangerang.
The CS Contest 2014 highlights the theme “Hino Total Support”. In concept of this theme, each individual must possess basic knowledge and ability, so they can provide the proper solution and service beyond the customer’s expectations which is supported by the strong cooperation between 3S Dealers. Therefore, all of the test materials given to the participants correlate with the Total Support concept.
CS Contest is the one of HMSI’s PDCA (Plan Do Check Action) Total Support Tools, which is reflected in the following stages:
Check – Check Progress and Indentify Improvement Areas in Dealer’s Human Resource.
Act – Act on Improvement Areas based on CS Contest Evaluation Result for HR Capability Improvement .
“We hope that through CS Contest, the team members in our Dealers can increase their capability, so our customers will receive the best service”, said HirooKayanoki as President Director of HMSI.
In contrast with the previous CS Contest, there is 1 new category in this year’s CS Contest which is Customer Care Officer (CCO). Hence, there are 6 categories in the contest. 41 Hino Dealers and a total of 246 participants attended the Contest..
In the development of our business, we always apply Total Support for our customers. In doing so, we uphold Two Values which include providing 100% UP time and minimizing the vehicle’s lifetime cost by Gearing Up Customer Trust with Best-fit products, After Sales Service Support and Customer-Oriented activities. We are aiming to foster and build trust by listening and understanding the needs of the customers, providing visibility, showing our commitment and keeping promises to our customers.
Total Support requires a clear understanding of the individual’s role in Hino team and a strong collaboration within the team. Hino teamwork is an attempt to share and anticipate customer needs and develop ways to provide solutions based on the customer needs which can exceed their expectations.
“Customer’s business will grow in line with the trust from them to us through Total Support, by this Hino Team will also be motivated to take the step for a vast development. We will act as one team and also play our role for your business, the country, the world, and our better future”, said Kayanoki