Mazda Training manual — part 137

Dealing with Complaints

Curriculum Training

33

11. Invoicing

Customer Expectations

Your Duty of Care – and Consequences
of Getting It Wrong

– A clearly-presented invoice, with a

final cost exactly as quoted

– Any errors can lead to non-payment

and dispute of the amount

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Dealing with Complaints

34

Curriculum Training

12. Customer information and vehicle return

Customer Expectations

Your Duty of Care – and Consequences
of Getting It Wrong

– The vehicle ready at the promised

time

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– The invoice, checklists, service

record and any test certificates
presented and explained fully

– Ensure that all documents are a

correct record – if work recorded
has not been done, or results are
falsified, this is a serious matter

– The work done explained fully, with

all the positive aspects explained,
for peace of mind

– You must explain work correctly – if

you say that work has been done
and it has not, this is a serious
matter

– Any further work or value-added

services proposed, with their
benefits to the customer clearly
explained

– The work must be needed for

reasons of safety, performance or
peace of mind. Do not oversell.

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Dealing with Complaints

Curriculum Training

35

13. Customer follow-up

Customer Expectations

Your Duty of Care – and Consequences
of Getting It Wrong

– Follow-up within 3-5 days

– This is a very good way to avoid any

complaints becoming serious and
leading to a claim

– Asking whether the customer is fully

satisfied

– Do not argue with any complaint that

the customer makes – acknowledge
the customer’s comments and
record them fully

– 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

– 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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Dealing with Complaints

36

Curriculum Training

HO1 – CUSTOMER EXPECTATIONS AND YOUR DUTY OF CARE

Hand out this document to delegates at the end of the two-part activity.

Explain that it provides a consistent guide to all delegates that they should use for
reference.

3.5 Managing

Complaints

Sorting out your customers’ complaints is only part of the process.

You must make sure the experience is not wasted.
• You must learn from them.
Discuss how this is done in their dealerships.

Do they have a system that allows them to document complaints and the remedial
action?

Ask delegates for their thoughts on what they should do AFTER dealing with a
complaint.

Show the slide on the next page, and discuss the following logical process for
managing complaints: