Mazda Training manual - part 110

Dealing with Complaints 

Curriculum Training 

13 

3. Dealing 

with 

Complaints 

By the end of this session you will have: 
•  explored the Mazda method for dealing with complaints, and seen how customer 

expectations can be managed 

•  reviewed your duty of care to the customer and the results if complaints are dealt with 

incorrectly 

•  examined how complaints can be seen as opportunities to learn for the future 
•  reviewed the communications you have with customers, and how the right use of the 

voice and body can improve them 

•  seen how complaints can be turned into opportunities to make sales. 

3.1 Customer 

Expectations 

Customers want truth, good advice and good quality. 

Complaints therefore arise from: 
•  Lack of Truth – obtaining a service different from that expected 
•  Poor Advice – being given information that causes cost or damage 
•  Poor Quality – not doing the job to the expected standard – including general 

customer service. 

Whatever the reason, customers have every right to have their concerns dealt with 
promptly and professionally. 

Their expectations must be managed – we must make sure that customers know exactly 
what will be provided to them. 

Be honest about this – if we raise their expectations too high, it will end in complaints. 

The road to short-term and long-term growth depends on increasing customer loyalty 

▼ 

Increasing customer loyalty can only be reached by mastering customer-orientated processes 

 

Dealing with Complaints 

 

14 

Curriculum Training

 

3.2 

The Customer Process 

 

 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 

11 Invoicing  

12. Customer  information 

& vehicle return 

10. Repair order  

processing and 

Quality of work 

3. Active Customer 
contact 

4. Appointment scheduling 

  Service 

1. Delivery of the vehicle 

 2. Introduction of 

Service Personnel 

6. Complete repair order 

with fixed price 

8. Customer service 

7. Workshop planning 

9. Part pre-order 

5. Personalised 

reception

13. Customer follow-up 

Dealing with Complaints 

Curriculum Training 

15 

3.3 

Your Duty of Care to the Customer 

We have just talked about the danger of raising customer expectations.  If their 
expectations are higher than the service they receive, they will complain. 
A complaint is a serious thing – but a serious complaint could result in a claim from the 
customer for the damage they have suffered. 
What complaints could lead to a claim from the customer? 
•  Truth 
 
•  Advice 
 
•  Quality 
 

3.4 

Customer Expectations and Your Duty of Care 

 

AC3 – PART ONE – CUSTOMER EXPECTATIONS

 

 

 

 

Examine the stages of the Customer Process and decide on customer expectations at each one. 
Write your thoughts in the left-hand column, for each stage allocated to you. 
 

AC4 – PART TWO – YOUR DUTY OF CARE – AND POSSIBLE CLAIMS

 

 

 

 

 

Examine the various stages of the Customer Process again, and decide on legal aspects 
that we must comply with to avoid legal problems. 
Write your thoughts in the right-hand column, for each stage allocated to you. 
Here is an example, taken from Stage 6 of the Customer Process, to show what is needed: 

6. Complete repair order 

Customer Expectations 

Your Duty of Care – and Consequences 
of Getting It Wrong 

–  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 

 

Dealing with Complaints 

 

16 

Curriculum Training

 

 

1. Delivery of the vehicle 

Customer Expectations 

Your Duty of Care – and Consequences 
of Getting It Wrong 

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