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32<br />
Customer Relations<br />
During the year, the CR team focused on putting in place customer-friendly policies<br />
and procedures at <strong>Indus</strong> and its 3S dealerships to achieve quick turnaround on<br />
customer inquiries and complaints to maximize Customer Satisfaction.<br />
Our vision in CR, as per <strong>Toyota</strong>'s CR Activity Ideals, is to create corporate<br />
trust based on integrity and fair handling of Inquiries and Complaints by:<br />
● Opening a larger window for customers<br />
● Handling Inquiries and Complaints swiftly and surely<br />
● Making the "Voice of the Customer" the basis for corporate renewal, and<br />
● Improving our corporate image and educating customers to support Sales and<br />
Service activities<br />
In living up to this vision, we hope to achieve our long-term goal of becoming # 1 in Customer Satisfaction in<br />
Pakistan by implementing CR strategies and policies that will motivate CR staff to perform at increasingly higher<br />
standards.<br />
Our Complaint Handling Procedure provides clear guidelines on how to achieve swift resolution of customer<br />
complaints. Co-ordination with key departments at the plant and dealerships helps improve teamwork and instill<br />
a customer focus that is quickly cascading throughout the Company and our Dealer network.<br />
Dealerships’ CR Managers and <strong>Indus</strong> CR Team at the Quarterly CR Workshop held at Swat
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