Mazda Training manual — part 107

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

Introduction and Objectives

Curriculum Training

3

1. Introduction

and

Objectives

1.1 Welcome

1.2

Workbooks, Commitment Plan and Course Evaluations

1.3

Passion for Driving

Through excellent service to customers, we aim to live up to the “Passion for Driving”
statements:
• As a Mazda driver you can feel the little bit of sports car in every Mazda - Zoom-Zoom!
• We at Mazda Service are here to ensure this special feeling continues throughout your

ownership experience.

• We share your passion for cars and we are dedicated to taking care of you and your

Mazda. That shows in the way we treat you, the way we look after your car and the
good value we provide.

• Making sure every drive leaves a smile on your face - that's what we work for.

1.4

Purpose and Scope of the Course

Mazda dealers aim to provide the highest standards of customer service and care.

In the Basic course, we looked briefly at the elements of the Mazda CSI scoring, and how
excellent communication and excellent quality are needed in each element.

In summary, excellence means:
• Treating them as a valued customer in every communication with them
• Meeting the customer’s needs – Right First Time.
In summary, failure means:
• Poor service – the way we deal with them
• Poor workmanship – the work we carry out on their vehicle.

Introduction and Objectives

4

Curriculum Training

This advanced course examines more challenging aspects of complaints:
• Your duty of care to the customer
• Dealing with aggressive customers
• Effectively handling escalation into conflict situations
• Handling stressful situations.
Overall, it is designed to help you to convert the most difficult complaint situations into
opportunities for excellent customer service.

1.5 The

Challenges

Market Influencers

• Independent service providers
• Manufacturers merging
• Insurers keeping repair costs down
• General economic influences
• Quality standards as the basics of new contracts.

Reasons why customers are refusing to go into the dealership

• 92% did not receive their desired attention
• 86% were dissatisfied with employee competence
• 81% were dissatisfied with time taken at reception
• 77% were dissatisfied at delivery dates that were not kept
• 66% felt they were not treated honestly
• 17% thought it was too expensive.