UMW Toyota Motor recognized the most skillful after-sales personnel in an annual skills contest event to motivate them to continuously improve and excel in their technical skills ability. The Toyota Skills Contest is eligible for all after-sales staff from 72 outlets, and more than 1,000 staff had participated in the regional level. The grand finals of Toyota Skills Contest 2013 took place on 22 September, with 75 finalists representing their respective region competing against each other in their quest to be honoured as the Champion in their respective categories.
“Professionalism, skills and teamwork ensures that we listen to customer requests and complaints accurately, diagnose and repairs done right the first time, in the shortest possible period, and as a result, ensure customers leave our service centres happy and satisfied. If our customers are consistently happy and satisfied with our services, they will, over time become our customers for life” said Datuk Ismet Suki, President of UMW Toyota Motor.
As the manufacturer and distributor of Toyota vehicles in Malaysia, UMW Toyota Motor understands the importance of customers’ needs and has developed various efforts to instill the awareness among its employees. The skill contest is a significant event to promote continuous learning and skills enhancement among after sales staff.
The Toyota Skills Contest offers 12 categories for after-sales staff, encompassing every job function that will eventually influence customers’ experience, from the time the customer calls to make an appointment to the time he takes delivery of his vehicle after service. The categories are : Service Advisor, Parts Assistant, Technician Diagnosis, Technician Junior, Technician Pro, Customer Relations, Workshop Controller and Admin Assistant for General Service. While under the Body & Paint, they are : Service Advisor, Parts Assistant, Body Technician and Paint Technician.
UMW Toyota Motor believes in nurturing and rewarding the staff as mentioned by Datuk Ismet Suki “The champions of 7 categories in the Skills Contest will be invited by Toyota Motor Corporation to attend a prestigious event called Annual Assembly of International Customer Service Champions in Japan, where they will have a chance to meet other Toyota Champions from all over the world. These champions will also be inducted as members of the Toyota International Customer Service Champion’s Society”.
This is in-line with UMW Toyota Motor’s commitment in promoting human capital development, with the believe that if all after-sales staff possess the necessary technical and people skills to perform their daily tasks with their heart and mind, UMW Toyota Motor would be able to exceed customers’ expectation.
Furthermore, based on Toyota’s customer first philosophy, success is reflected on establishment of timely and efficient processes that offer customers’ superior ownership experience that has built trust and strengthen relationship which UMW Toyota Motor is proud of. Through these learning, it is an opportunity to deliver high quality service and ensure customer retention for the future and built trust for long-term relationship.
The Toyota Skills Contest, held annually for the last 23 years, is a challenge for UMW Toyota Motor personnel and their respective outlets in showcasing their recipe for a happy and satisfied customers.