Hino Malaysia‘s CSO programme combined rope courses, corporate games, and structured training to reinforce its Total Support service network.
Hino Malaysia’s Annual CSO Programme Targets Service Gaps and Dealer Network Cohesion
Hino Malaysia brought together Customer Success Operation (CSO) personnel from its nationwide network of 3S dealerships for a two-day team building and training programme held at Colmar Tropicale, Bukit Tinggi, in January.
A total of 22 CSOs from Hino‘s 28 nationwide 3S dealers attended the programme, themed “Enhancing Collaborative Team Efficiency and Competency Skills”. The event combined outdoor team-building activities with structured training and peer sharing sessions, designed to strengthen the brand’s “Total Support” mindset across its service network.
The outdoor activities included a High Challenge Rope Course at the venue’s Adventure Park, featuring challenges such as Canopy Bridge, Mini Fox, Beam, and Burma Bridge, and hiking. Corporate games involving structured competitive and collaborative tasks complemented the physical activities.
“These mixed experiences balanced intense challenges with more relaxed fun to engage participants fully. They boosted CSO morale, sharpened communication, and practised problem-solving skills in a fun, non-work environment,” a Hino Malaysia representative told Truck and Bus News.
The training sessions, meanwhile, were designed to address gaps identified in team efficiency, particularly among newer staff. “We’ve observed gaps in team efficiency among dealer CSOs, particularly new joiners. This high-impact, cross-functional program addresses them by boosting collaboration and synergy through purposeful interactions blended with targeted learning,” the representative said.
Two interactive sharing sessions formed the centrepiece of the programme, with four CSOs presenting commitment plans, followed by a forum featuring four panellists from different dealerships. Discussion topics covered professional complaints handling, adherence to work standard operating procedures and etiquette, customer-first mindset, and managing stakeholder expectations. During the interactive sessions, participants discussed common practices, explored solutions to challenges, and shared success stories.
“This annual Team Building program brings together all 3S Dealer CSOs, in line with management directives. It serves as an incentive for attending training sessions aimed at re-skilling and up-skilling to elevate their performance. In the context of Hino‘s “Total Support” mindset for our service network, the program offers CSOs an ideal opportunity to connect closely, work cohesively, build strong partnerships, and contribute to a high-performing, service-oriented culture across the network,” the representative explained.
The CSO Team Building and Training programme is an annual fixture for Hino 3S dealer CSOs. “We plan to continue this program with a focus on a few series of ‘one-day training’ sessions exploring deeper into specific areas for the coming FY2026,” Hino‘s representative said.
