In addition to Honda Malaysia’s 2018 sales target announcement, the Japanese brand also announced its plans for aftersales operations on our shores for this year. This includes its aim of opening seven new dealerships comprising a mix of 3S and 2S centres, along with new body and paint centres.

Existing dealerships will be upgraded too, with the aim of enhancing quality of service as well as to meet growing demand. Honda Malaysia reported 13% growth in its total service intake, and has opened and upgraded six dealerships in the country last year, to a total of 93 dealerships nationwide in 2017.

The growth of its dealership network will be supported by a collaboration with a public vocational college and a local private automotive college, where selected students will receive a six-month training stint before becoming certified technicians for Honda Malaysia. This will help prepare the graduates for Honda’s Fixed Right First Time (FRFT) standard, which the company says is key to customer satisfaction.

A new corporate identity is being implemented at Honda dealerships as well, aimed at presenting to its customers a fresher image with new human-centric elements, the company says. This move aims to enhance the customer experience at its outlets by providing the latest facilities and top-notch hospitality.

Honda dealer HZN Cars has also announced HZN Express, which is an express service for Honda vehicles. Located in Glenmarie along Jalan Pelukis U1/46, the service centre is equipped with 10 Fast Service bays to service up to 60 cars daily, including tyre service. The outlet aims to furnish this service in under 90 minutes for each Honda admitted, and appointments can be made online.

Connectivity is all the rage, and here Honda Malaysia aims to help its customers stay plugged in to their vehicle servicing requirements with an after-sales portal slated to go online this year.

The main aspects of vehicle servicing to be facilitated by this portal will include the setting of service appointments, checking of the status of a vehicle’s progress of service, as well as keeping tabs on vehicles’ service history and any product update requirements, such as recalls.

Customer aid is augmented by its toll-free call centre, the Honda Help Line, to run 13 hours a day from 9am to 10pm, seven days a week, including public holidays. This will go towards enhancing the customer experience, Honda says, and productivity in this area will be improved by up to 30%.