Mazda Training manual — part 135

Dealing with Complaints

Curriculum Training

25

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

– Any problems must be resolved fully

– Reminders for service

– Word these carefully – you can only

estimate when a customer will need
a service, depending on mileage

– Information on special offers that

would be of benefit to them, based
on knowledge of them

– Again, give correct technical advice

that does not oversell the need

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Dealing with Complaints

26

Curriculum Training

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)

– 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)

– No surprises (sensible warning of

possible further work after
inspection of problems)

– Only warn that work is possible, not

definite, until the vehicle has been
tested and inspected by a qualified
person

– Correct information on Courtesy

Services (promises that will be kept)

– 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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Dealing with Complaints

Curriculum Training

27

5. Personalised reception

Customer Expectations

Your Duty of Care – and Consequences
of Getting It Wrong

– Professional welcome at the vehicle

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– Sufficient time spent by an expert

person, to deal with all needs, using
a professional checklist

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– Correct and advice on the initial

work required, the inspection
needed and the process to get any
extra work done

– Do not give advice on work needed

unless you are qualified to do so,
and do not give advice until the
necessary tests and inspections
have been carried out by a qualified
person

– No selling of unnecessary work

– Do not suggest that a service or

product is essential when it is
merely beneficial

– No missing of work essential to meet

safety and legal requirements

– You must check to approved

checklists, and advise correctly on
legal requirements (for example tyre
wear or damage, failures during
annual test, unsafe mountings for
safety harnesses) – if in doubt,
consult your manager

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Dealing with Complaints

28

Curriculum Training

6. Complete repair order

Customer Expectations

Your Duty of Care – and Consequences
of Getting It Wrong

– Full explanation of all the work

– This must be explained clearly and

in writing on the repair order

– Correct and fair identification of

what is under warranty

– This must be correctly identified – or

the customer may refuse to pay for
an item that you originally said was
covered by warranty

– Clear and correct explanation of a

fixed price, including parts, labour
and taxes, and agreement before
going ahead

– You must explain the total price – or

the customer may refuse to pay any
hidden extras

– A promise of further contact (and

when) if extra work is found, with
agreement of extra fixed price and
timescales before that work is done

– Never go ahead with work that has

not been authorised by the customer
– and record that agreement – even
if they can only sign for it when they
collect the vehicle

– Work that goes ahead only if the

repair order is signed by the
customer

– As above

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