Mazda Training manual - part 164

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 

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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 

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

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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  

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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 

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Introduction to the Service Advisor 

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Clear explanation of maintenance 
requirements 

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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) 

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Curriculum Training

 

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 

– 

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) 

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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 

– 

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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Curriculum Training