Ever wondered why Honda scores so highly in customer satisfaction surveys?
An insight to this was provided last week during National Customer Service Week, when the Honda Customer Service Team invited personnel to join them at the "front line" and engage in customer calls.
"Everything at Honda revolves around the customer," explains Steve Oliver, Head of Customer Division. "So it is imperative to give all our staff an understanding of what they need and expect. It's a little known fact but many people working for car manufacturers can often go through their entire career without actually meeting a customer. We want to ensure that all our staff, whatever their job, get the opportunity to interact with the people that make Honda exist. National Customer Service Week provided a perfect opportunity for this."
Employees who took up the challenge were rewarded with cup cakes, prizes and a certificate.
83 Employees took up the challenge and took 250 customer calls.
An individual who participated commented: "It's interesting to gain an insight into what the customers phone about. The range of the questions were far more diverse than I expected."
Honda came 5th in the recent J.D. Power Survey.Published 12 October 2004