Mazda Training manual - part 136

 

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Mazda Training manual - part 136

 

 

Dealing with Complaints 

Curriculum Training 

29 

 

7. Workshop planning 

Customer Expectations 

Your Duty of Care – and Consequences 
of Getting It Wrong 

–  Effective planning of work, so that 

promised timescales are met 

–  Keep the customer informed 

immediately of any delays for 
whatever reason, and suggest 
solutions – in this way, you are less 
likely to get to a legal argument 

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Dealing with Complaints 

 

30 

Curriculum Training

 

 

8. Customer service 

Customer Expectations 

Your Duty of Care – and Consequences 
of Getting It Wrong 

–  Comfortable waiting area and 

facilities, if waiting 

–  

–  Courtesy car or lift properly 

arranged, if promised and agreed 

–  Make sure that all the correct 

documentation is shown, completed 
and signed, including driving licence 
and insurance documents – or a 
customer may not be covered in the 
event of an accident 

–  Immediate information on any 

problems or delays, with options for 
dealing with the situation 

–  Again, keep the customer informed 

immediately of any delays for 
whatever reason, and suggest 
solutions – in this way, you are less 
likely to get to a legal argument 

–  Immediate and correct explanation 

of any extra work, with a fixed price, 
and agreement before going ahead 

–  Do not give technical advice unless 

the vehicle has been tested by a 
qualified person 

–  Organisation of further work, the 

same day if possible, or a 
convenient next appointment if 
necessary 

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Dealing with Complaints 

Curriculum Training 

31 

 

9. Part pre-order 

Customer Expectations 

Your Duty of Care – and Consequences 
of Getting It Wrong 

–  Parts for all planned work in stock, 

so promised timescales are met 

–  Make sure that parts are genuine, or 

that the customer knows any 
limitations of the parts 

–  Excellent access to parts for extra 

work found, so that most problems 
are fixed that day 

–  As above 

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Dealing with Complaints 

 

32 

Curriculum Training

 

 

10. Repair order processing/quality 

Customer Expectations 

Your Duty of Care – and Consequences 
of Getting It Wrong 

–  All work carried out by technically 

qualified people, to technical, legal 
and safety standards, and to the 
highest quality (right first time) 

–  Always follow Mazda technical 

guidelines and ensure that there is 
evidence that a qualified person has 
signed that the work has been 
correctly done 

–  All work checked by a qualified 

person, using road tests where 
necessary to check that the vehicle 
is now perfect 

–  Always follow Mazda technical 

guidelines for the checking and 
sign-off of all work 

–  The vehicle handled carefully and 

safely while in the hands of the 
dealership 

–  Follow Mazda and dealership 

standards; when the vehicle is in the 
care of the dealership, it is 
responsible for the vehicle 
(including checking antifreeze if the 
vehicle is to be left outside in winter) 

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