Overview
Customer Relations plays an important role in the success of any business. The manner in which customer complaints or inquiries are handled can affect the product’s image, dealer’s image, the repurchase intention and the willingness to recommend. This section advises American Honda’s Customer Relations Policy and points out the distributor’s customer relations responsibility.
American Honda’s Customer Relations Policy
When American Honda is contacted by a customer outside the United States, it is our policy to courteously refer the customer to the Honda distributor in their market. Distributors are required to assist the dealer organization to respond to the needs of the customer. If the distributor is unable to provide customer satisfaction after working with the dealer to resolve the customer concern, the distributor can contact their "key contact" at AH Export Service as an additional resource.
Distributor’s Customer Relations Responsibility
The local distributor is the most qualified to handle the customer’s needs. All contacts and actions should be handled by the Honda distributor/dealer closest to the customer. The Honda distributor should provide assistance and support to their dealer organization. The proper handling and tracking of customer complaints is essential for all Honda distributors regardless of size or location. Distributors should contact their "key contact" at AH Export Service if technical assistance is needed.
[Top of Page] [Policy] [Gray Market]
Gray Market Issues
Gray market vehicles are those vehicles that are imported by individuals or an entity other that the authorized Honda distributor. American Honda does not support the sale of Honda vehicles into a market by any source other than the local authorized Honda distributor. Knowing that these gray market concerns do exist, remember that:
The distributor should call your "key contact" at AH Export Service with any questions relating to recalls or product updates on gray market vehicles.
[Top of Page] [Policy] [Gray Market]
Revised 11/08/2004