Mazda Training manual - part 122

Learning Check 

Curriculum Training 

61 

 

What is the Mazda Complaint Resolution Formula? 

10. 

 

 

There are four ways to build a good relationship. Name two. 

11. 

 

 

Complaints can become opportunities. How? 

12. 

 

 

Why do complaints sometimes turn into conflict? 

13. 

 
 

 

Why is the collaborator mode the best attitude when in conflict? 

14. 

 

 

Name the four steps to problem solving. 

15. 

 

 

Stress comes from both external and internal influences. What are the internal stress 
influencers? 

16. 

 
 

 

What can be one impact at work if you are stressed? 

17. 

 

 

Why is it so important that Mazda dealerships become known for their high quality of 
service, and places where you can be assured of excellent workmanship? 

18. 

 
 

 

 Learning 

Check 

 

62 

Curriculum Training

 

6.3 Commitment 

Plan 

 

Think back to the learning from the last two days (use the learning check completed at the 
end of each session to help you) and commit to 5 actions you will carry out on your return 
to work. 

 

1. 

2. 

3. 

4. 

5. 

Thank you for your contribution over the last two days and good luck implementing your 
learning on your return to work. 

Service Communication Advanced – Handout 1 

 
Customer Expectations and Your Duty of Care 

 

1. Delivery of the vehicle 

Customer Expectations 

Your Duty of Care – and Consequences 
of Getting It Wrong 

– 

The exact specification they ordered 

– 

The specification must be correct – or 
the customer may demand a 
completely new vehicle if this one 
cannot be rectified 

– 

The vehicle in perfect condition – fully 
checked 

– 

If something is not perfect, it must be 
corrected to the right standard, or the 
customer may reject the vehicle. 

– 

A memorable handover – with gifts 

– 

You must give the customer anything 
that you have advertised or promised 

– 

Clear explanation of the vehicle 

– 

Poor advice or explanation here may 
lead to damage to the vehicle, and a 
claim against the dealership. 

– 

No promises of performance should be 
made – for example, fuel consumption  

–  

–  

–  

–  

Curriculum Training 

1 

 

Service Communication Advanced – Handout 1 

 

Customer Expectations and Your Duty of Care 

 

2. Introduction of service personnel 

Customer Expectations 

Your Duty of Care – and Consequences 
of Getting It Wrong 

– 

Clear explanation of the service 
organisation 

– 

Do not make any promises that the 
dealership may not be able to keep – 
such as servicing at a weekend 

– 

Introduction to the Service Advisor 

– 

 

– 

Clear explanation of maintenance 
requirements 

– 

Make sure that the advice is correct – 
there may be a claim if  we advise the 
wrong service interval and the warranty 
is invalidated 

– 

Do not suggest that servicing MUST be 
done at a Mazda dealership 

– 

The next maintenance scheduled – or 
at least a promise of a reminder (a 
promise that must be kept) 

– 

Again, give correct information so that 
the warranty is not invalidated 

– 

Information about other services that 
might be of benefit to them – based on 
knowledge of the customer’s situation 
(work, holidays, family etc.) 

– 

Take care to give correct technical 
advice (for example, do not suggest 
that a service or product is essential 
when it is just beneficial – such as a 
special lubricant) 

–  

–  

2 

Curriculum Training