Mazda Training manual — part 125

Service Communication Advanced – Handout 1

Customer Expectations and Your Duty of Care

11. Invoicing

Customer Expectations

Your Duty of Care – and Consequences
of Getting It Wrong

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A clearly-presented invoice, with a final
cost exactly as quoted

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Any errors can lead to non-payment
and dispute of the amount

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Curriculum Training

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Service Communication Advanced – Handout 1

Customer Expectations and Your Duty of Care

12. Customer information and vehicle return

Customer Expectations

Your Duty of Care – and Consequences
of Getting It Wrong

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The vehicle ready at the promised time

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The invoice, checklists, service record
and any test certificates presented and
explained fully

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

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The work done explained fully, with all
the positive aspects explained, for
peace of mind

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You must explain work correctly – if you
say that work has been done and it has
not, this is a serious matter

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Any further work or value-added
services proposed, with their benefits to
the customer clearly explained

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The work must be needed for reasons
of safety, performance or peace of
mind. Do not oversell.

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Curriculum Training

Service Communication Advanced – Handout 1

Customer Expectations and Your Duty of Care

13. Customer follow-up

Customer Expectations

Your Duty of Care – and Consequences
of Getting It Wrong

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Follow-up within 3-5 days

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This is a very good way to avoid any
complaints becoming serious and
leading to a claim

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Asking whether the customer is fully
satisfied

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Do not argue with any complaint that
the customer makes – acknowledge the
customer’s comments and record them
fully

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Immediate and effective resolution of
any problems, and follow-up of that
resolution to make sure that the
customer is finally satisfied

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If a complaint is speedily dealt with, you
can usually avoid it becoming a serious
matter

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Evidence of continual improvement of
processes – so that the problems do
not occur again

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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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Curriculum Training

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Service Communication Advanced – Handout 1

Customer Expectations and Your Duty of Care

Notes:

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Curriculum Training