Mazda Training manual — part 148

TRAINING MANUAL

Service Communication –

Advanced

CT-RL2011

No part of this hardcopy may be reproduced in any form without prior permission of
Mazda Motor Europe GmbH.

The illustrations, technical information, data and descriptive text in this issue, to the best
of our knowledge, were correct at the time of going to print.

No liability can be accepted for any inaccuracies or omissions in this publication,
although every possible care has been taken to make it as complete and accurate as
possible.

© 2005
Mazda Motor Europe GmbH
Training Services

Contents

Curriculum Training

1

1

Introductions and Objectives

2.

The Importance of Complaints

3.

Dealing with Complaints

4. Conflict

Management

5. Practical

Skills

6. Learning

Check

Contents

2

Curriculum Training