Mazda Training manual - part 123

Service Communication Advanced – Handout 1 

 
Customer Expectations and Your Duty of Care 

 

3. Active customer contact 

Customer Expectations 

Your Duty of Care – and Consequences 
of Getting It Wrong 

– 

A follow-up call to make sure that they 
are completely satisfied with the vehicle 
– and immediate resolution of any 
problems 

– 

Any problems must be resolved fully 

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Reminders for service 

– 

Word these carefully – you can only 
estimate when a customer will need a 
service, depending on mileage 

– 

Information on special offers that would 
be of benefit to them, based on 
knowledge of them 

– 

Again, give correct technical advice that 
does not oversell the need 

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Curriculum Training 

3 

 

Service Communication Advanced – Handout 1 

 

Customer Expectations and Your Duty of Care 

 

4. Appointment scheduling service 

Customer Expectations 

Your Duty of Care – and Consequences 
of Getting It Wrong 

– 

Immediate and welcoming response on 
the phone (including return call if the 
department is busy) 

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Flexible appointments (morning or 
afternoon, for example) 

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Good advice over the phone (the likely 
extent of the work correctly identified) 

– 

Do not state the cause of a symptom, 
or the work needed to correct it, until 
the vehicle has been tested by a 
qualified person in the dealership (the 
customer may at the very least refuse 
to pay for additional work) 

– 

No surprises (sensible warning of 
possible further work after inspection of 
problems) 

– 

Only warn that work is possible, not 
definite, until the vehicle has been 
tested and inspected by a qualified 
person 

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Correct information on Courtesy 
Services (promises that will be kept) 

– 

Do not promise services that may not 
be available – a customer might, in 
extreme cases, claim for such things as 
a missed business meeting 

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4 

Curriculum Training

 

Service Communication Advanced – Handout 1 

 
Customer Expectations and Your Duty of Care 

 

5. Personalised reception 

Customer Expectations 

Your Duty of Care – and Consequences 
of Getting It Wrong 

– 

Professional welcome at the vehicle 

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Sufficient time spent by an expert 
person, to deal with all needs, using a 
professional checklist 

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Correct and advice on the initial work 
required, the inspection needed and the 
process to get any extra work done 

– 

Do not give advice on work needed 
unless you are qualified to do so, and 
do not give advice until the necessary 
tests and inspections have been carried 
out by a qualified person 

– 

No selling of unnecessary work 

– 

Do not suggest that a service or 
product is essential when it is merely 
beneficial 

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No missing of work essential to meet 
safety and legal requirements 

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You must check to approved checklists, 
and advise correctly on legal 
requirements (for example tyre wear or 
damage, failures during annual test, 
unsafe mountings for safety harnesses) 
– if in doubt, consult your manager 

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Curriculum Training 

5 

 

Service Communication Advanced – Handout 1 

 

Customer Expectations and Your Duty of Care 

 

6. Complete repair order 

Customer Expectations 

Your Duty of Care – and Consequences 
of Getting It Wrong 

– 

Full explanation of all the work 

– 

This must be explained clearly and in 
writing on the repair order 

– 

Correct and fair identification of what is 
under warranty 

– 

This must be correctly identified – or 
the customer may refuse to pay for an 
item that you originally said was 
covered by warranty 

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Clear and correct explanation of a fixed 
price, including parts, labour and taxes, 
and agreement before going ahead 

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You must explain the total price – or the 
customer may refuse to pay any hidden 
extras 

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A promise of further contact (and when) 
if extra work is found, with agreement 
of extra fixed price and timescales 
before that work is done 

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Never go ahead with work that has not 
been authorised by the customer – and 
record that agreement – even if they 
can only sign for it when they collect 
the vehicle 

– 

Work that goes ahead only if the repair 
order is signed by the customer 

– As 

above 

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Curriculum Training