Mazda Training manual — part 167

Service Communication Advanced – Handout 1

Customer Expectations and Your Duty of Care

13. Customer follow-up

Customer Expectations

Your Duty of Care – and Consequences
of Getting It Wrong

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Follow-up within 3-5 days

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This is a very good way to avoid any
complaints becoming serious and
leading to a claim

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Asking whether the customer is fully
satisfied

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Do not argue with any complaint that
the customer makes – acknowledge the
customer’s comments and record them
fully

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Immediate and effective resolution of
any problems, and follow-up of that
resolution to make sure that the
customer is finally satisfied

–

If a complaint is speedily dealt with, you
can usually avoid it becoming a serious
matter

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Evidence of continual improvement of
processes – so that the problems do
not occur again

–

Proper recording of complaints, and the
management actions to stop them
happening again, will help to avoid a
serious claim – since it shows due care
for the customer

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Curriculum Training

13

Service Communication Advanced – Handout 1

Customer Expectations and Your Duty of Care

Notes:

14

Curriculum Training

LEVEL TEST

Service Communication –

Advanced

CT-RL2011

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Mazda Motor Europe GmbH
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