Business is believed to not just sell products. Aspect of service (service) to support that can not be ruled out his role in developing your business. To enhance this service, it is not easy because they involve internal employees who have formed his character and involve customers who need to be served best.

This is a conscious PT Toyota Astra Motor Indonesia. General Manager of Customer Relations of PT Toyota Astra Motor Indonesia Agustina Linares said his company build services ranging from staff to staff the front liners behind the scenes. Everything must satisfy the consumer. How do I? "They always remind us to always do the self-assessment based on customer votes," said Lina, on Thursday (12/16/2010), in MarkPlus Conference 2011 in Pacific Place, Jakarta.

He said the company always has a national service standard that is applied to branch offices or dealers in all regions in Indonesia. "Toyota has a standardization that also made continuous improvement. Our standards are not standards that remain for continuing to follow the standards that consumers have," said Lina.

According to him, Toyota has been great precisely because its service sector, not because their products. "If we're great just because a product, recall issues should our company will be lost. But, in fact Indonesia's absolutely no impact," said Lina.

Year 2010 was also a record sales of Toyota cars in Indonesia. This year Toyota has posted a record 38.3 percent market share and sales volume reached more than 250,000 units.

Services provided, further Lina, also need to be accompanied by continuous monitoring function. Any customer complaints, it will confirm to the customer, ask the service that is not pleasing and what kind of expectations. Customer expectation is then taken to the branch level not to be repeated again at a later date.

In terms of any product, recognized Lina, the company always makes products based on customer needs. "We have a mission that we sell cars that have the customer experience. Customer is always the foundation," he said.

"We used to just make the Toyota Kijang was amazing from the richest to the mediocre have a Toyota because the price is affordable. Then, after exit from the crisis, we created the Avanza is also selling well in the market, so this aspect of customer needs has always been a focus Our primary, "said Lina.