Hino Malaysia Celebrated A Decade Of Excellence With 10th Total Support Contest

Hino Motors Sales (Malaysia) Sdn Bhd (Hino Malaysia) marked a significant milestone with its annual Hino Total Support (TS) Contest that hit its 10th edition. The Total Support Contest represents a showcase of skills, innovation, and dedication to customer satisfaction within Hino’s dealer network. This year’s competition, themed “Best in Town,” was the largest yet, with 146 participants from 28 authorised dealerships and for the first time, included Hino Approved Service Outlets (HASO).

The contest, already spanning a decade of dedication to improving customer service, provides a platform for Hino dealers to demonstrate their expertise across key areas of the business. The expanded participation to include HASO outlets this year highlights Hino’s commitment to inclusivity and the continuous elevation of standards across its service network.

This year’s event also saw a strong global presence, with esteemed guests such as Mr. Junichi Kato, Chief Operating Officer of Overseas Business from Hino Motors, Ltd., Japan, as well as representatives from Hino’s overseas distributors in Indonesia, the Philippines, Vietnam, and Hino Motors Asia, Ltd joining in. This international attendance showed the importance of the Malaysian market within the larger Hino network.

Skills Across 5 Core Areas

Participants competed in 5 key categories i.e. Sales, Services, Spare Parts, Customer Success Operation (CSO), and a new “Kaizen (improvement) in Action” Challenge. Replacing last year’s “Best in Town Presentation”, this new challenge saw dealerships showcasing their improvement initiatives from January to November 2024. Each category was designed to assess the core competencies required to provide the “Best-fit Products” and “Total Support” that Hino prides itself on.

• Sales Consultant: Participants demonstrated their ability to convey the unique benefits of Hino vehicles and instill confidence in potential customers.

• Service Advisor: Advisors were assessed on their capacity to clearly explain technical issues to customers, displaying empathy and communication expertise.

• Service Technician: Technicians tackled practical diagnostics and repair tasks with Light Commercial Vehicles (LCVs), demonstrating their skills in troubleshooting and efficient service.

• Parts Category: Participants demonstrated practical knowledge of inventory management and the use of Hino’s HIECHO-X system to ensure effective customer service.

• Customer Success Operation (CSO): Participants handled customer complaints through role-play exercises, showing their commitment to customer satisfaction.

• Kaizen in Action Challenge: This new category encouraged dealerships to present videos showcasing their initiatives and achievements. The goal was to promote operational excellence through sharing of best practices, aligning with the “Best in Town” theme. 

  

  

  

Lucrative Prizes For Champions

The 10th Hino Total Support Contest offered significant rewards, with a total prize pool valued at nearly RM100,000. Champions in each of the 5 categories i.e. Sales Consultant, Service Advisor, Service Technician, Spare Parts Advisor, and Customer Success Operations (CSO) were awarded cash prizes. The overall champion was also awarded as well as an exclusive incentive trip. While the 1st and 2nd runners-up in each category also received cash prizes.

The “Best in Town” theme, continued from last year, represented Hino’s ongoing efforts to be genuine business partners with customers by providing ‘Best-fit Products’ and ‘Total Support’. The inclusion of the “Kaizen in Action” challenge this year further emphasised Hino’s dedication to fostering a culture of continuous improvement and innovation across its dealer network.

The 2024 Hino Total Support Contest was not just a competition but also a rewarding journey that aimed to enhance the skills and capabilities of Hino’s Malaysian dealer network, ensuring they continue to deliver exceptional customer service.