Mazda Training manual — part 164

Service Communication Advanced – Handout 1

Customer Expectations and Your Duty of Care

1. Delivery of the vehicle

Customer Expectations

Your Duty of Care – and Consequences
of Getting It Wrong

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The exact specification they ordered

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The specification must be correct – or
the customer may demand a
completely new vehicle if this one
cannot be rectified

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The vehicle in perfect condition – fully
checked

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If something is not perfect, it must be
corrected to the right standard, or the
customer may reject the vehicle.

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A memorable handover – with gifts

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You must give the customer anything
that you have advertised or promised

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Clear explanation of the vehicle

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Poor advice or explanation here may
lead to damage to the vehicle, and a
claim against the dealership.

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No promises of performance should be
made – for example, fuel consumption

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Curriculum Training

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Service Communication Advanced – Handout 1

Customer Expectations and Your Duty of Care

2. Introduction of service personnel

Customer Expectations

Your Duty of Care – and Consequences
of Getting It Wrong

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Clear explanation of the service
organisation

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Do not make any promises that the
dealership may not be able to keep –
such as servicing at a weekend

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Introduction to the Service Advisor

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Clear explanation of maintenance
requirements

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Make sure that the advice is correct –
there may be a claim if we advise the
wrong service interval and the warranty
is invalidated

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Do not suggest that servicing MUST be
done at a Mazda dealership

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The next maintenance scheduled – or
at least a promise of a reminder (a
promise that must be kept)

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Again, give correct information so that
the warranty is not invalidated

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Information about other services that
might be of benefit to them – based on
knowledge of the customer’s situation
(work, holidays, family etc.)

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Take care to give correct technical
advice (for example, do not suggest
that a service or product is essential
when it is just beneficial – such as a
special lubricant)

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Curriculum Training

Service Communication Advanced – Handout 1

Customer Expectations and Your Duty of Care

3. Active customer contact

Customer Expectations

Your Duty of Care – and Consequences
of Getting It Wrong

–

A follow-up call to make sure that they
are completely satisfied with the vehicle
– and immediate resolution of any
problems

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Any problems must be resolved fully

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Reminders for service

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Word these carefully – you can only
estimate when a customer will need a
service, depending on mileage

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Information on special offers that would
be of benefit to them, based on
knowledge of them

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Again, give correct technical advice that
does not oversell the need

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Curriculum Training

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Service Communication Advanced – Handout 1

Customer Expectations and Your Duty of Care

4. Appointment scheduling service

Customer Expectations

Your Duty of Care – and Consequences
of Getting It Wrong

–

Immediate and welcoming response on
the phone (including return call if the
department is busy)

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Flexible appointments (morning or
afternoon, for example)

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Good advice over the phone (the likely
extent of the work correctly identified)

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Do not state the cause of a symptom,
or the work needed to correct it, until
the vehicle has been tested by a
qualified person in the dealership (the
customer may at the very least refuse
to pay for additional work)

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No surprises (sensible warning of
possible further work after inspection of
problems)

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Only warn that work is possible, not
definite, until the vehicle has been
tested and inspected by a qualified
person

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Correct information on Courtesy
Services (promises that will be kept)

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Do not promise services that may not
be available – a customer might, in
extreme cases, claim for such things as
a missed business meeting

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Curriculum Training