Bridgestone Mexico focuses on aligning all its operations in order to fulfill its mission of serving society with superior quality, including in terms of customer service.
Training
Bridgestone Mexico seeks to constantly improve the quality of its service in order to prepare itself in the best way possible and to emphasize at all times the importance that the client has for the company.
In 2016, several courses dealing with fundamental issues for the business were offered.
Bridgestone Expert Program
Via its toll-free number, the Bridgestone Expert program monitors any concerns our distributors and consumers have regarding promotions and the purchase or sale of our products. About 90% of the issues raised were dealt with immediately by the call center. Of the total calls and requests received during the year, 99% were resolved, with the remaining 1% being channeled to the corresponding areas.
Another means of evaluating customer service, in this case for OEM’s, are satisfaction surveys, in addition to offering on-going monitoring and support from different areas within the company.
Customer service: 99%.
Bridgestone Ambassadors
In 2016, we offered a training program to help employees better understand the ‘Boss’ (Customer). Employees taking part in this program had direct contact with customers and distributors and were accompanied by a sales consultant. The goal of this program is to promote a customer-focused organizational culture to help position the brand and apply this experience to the company’s day-to-day operations.
During their day in the field, employees completed a log with the knowledge they had acquired, which they then shared at the company to improve daily processes and offer better customer service.
In 2016, 52 employees took part in this training program.
Business School
As part of the specialized training it offers its distributors, Bridgestone has a business school that embodies the company’s philosophy, in which quality, creativity and innovation are the fundamental bases for driving value and professional growth.
This program was created in conjunction with Instituto Tecnológico de Monterrey to incorporate, generate and transmit knowledge among the organization’s internal employees and members of the business network.
This skills-based training program was implemented in 2016 for 100% of the business team (and it will continue until 2018).
As part of the programs offered by the Business School, Bridgestone has created the Dual-Training Program, the goal of which is to drive the education, professionalization and specialization of its technical staff, helping to meet the human capital needs of the industry. In 2016, 96 face-to-face training hours were offered to 12 distributors to help improve customer service.
Bridgestone, thanks to the business school initiative, was awarded the Integridad award for developing programs that help employees to generate value responsibly.
