Mazda Training manual — part 136

Dealing with Complaints

Curriculum Training

29

7. Workshop planning

Customer Expectations

Your Duty of Care – and Consequences
of Getting It Wrong

– Effective planning of work, so that

promised timescales are met

– Keep the customer informed

immediately of any delays for
whatever reason, and suggest
solutions – in this way, you are less
likely to get to a legal argument

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Dealing with Complaints

30

Curriculum Training

8. Customer service

Customer Expectations

Your Duty of Care – and Consequences
of Getting It Wrong

– Comfortable waiting area and

facilities, if waiting

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– Courtesy car or lift properly

arranged, if promised and agreed

– Make sure that all the correct

documentation is shown, completed
and signed, including driving licence
and insurance documents – or a
customer may not be covered in the
event of an accident

– Immediate information on any

problems or delays, with options for
dealing with the situation

– Again, keep the customer informed

immediately of any delays for
whatever reason, and suggest
solutions – in this way, you are less
likely to get to a legal argument

– Immediate and correct explanation

of any extra work, with a fixed price,
and agreement before going ahead

– Do not give technical advice unless

the vehicle has been tested by a
qualified person

– Organisation of further work, the

same day if possible, or a
convenient next appointment if
necessary

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Dealing with Complaints

Curriculum Training

31

9. Part pre-order

Customer Expectations

Your Duty of Care – and Consequences
of Getting It Wrong

– Parts for all planned work in stock,

so promised timescales are met

– Make sure that parts are genuine, or

that the customer knows any
limitations of the parts

– Excellent access to parts for extra

work found, so that most problems
are fixed that day

– As above

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Dealing with Complaints

32

Curriculum Training

10. Repair order processing/quality

Customer Expectations

Your Duty of Care – and Consequences
of Getting It Wrong

– All work carried out by technically

qualified people, to technical, legal
and safety standards, and to the
highest quality (right first time)

– Always follow Mazda technical

guidelines and ensure that there is
evidence that a qualified person has
signed that the work has been
correctly done

– All work checked by a qualified

person, using road tests where
necessary to check that the vehicle
is now perfect

– Always follow Mazda technical

guidelines for the checking and
sign-off of all work

– The vehicle handled carefully and

safely while in the hands of the
dealership

– Follow Mazda and dealership

standards; when the vehicle is in the
care of the dealership, it is
responsible for the vehicle
(including checking antifreeze if the
vehicle is to be left outside in winter)

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