Mazda Training manual - part 166

Service Communication Advanced – Handout 1 

 
Customer Expectations and Your Duty of Care 

 

9. Part pre-order 

Customer Expectations 

Your Duty of Care – and Consequences 
of Getting It Wrong 

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Parts for all planned work in stock, so 
promised timescales are met 

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Make sure that parts are genuine, or 
that the customer knows any limitations 
of the parts 

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Excellent access to parts for extra work 
found, so that most problems are fixed 
that day 

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above 

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Curriculum Training 

9 

 

Service Communication Advanced – Handout 1 

 

Customer Expectations and Your Duty of Care 

 

10. Repair order processing/quality 

Customer Expectations 

Your Duty of Care – and Consequences 
of Getting It Wrong 

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All work carried out by technically 
qualified people, to technical, legal and 
safety standards, and to the highest 
quality (right first time) 

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

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All work checked by a qualified person, 
using road tests where necessary to 
check that the vehicle is now perfect 

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Always follow Mazda technical 
guidelines for the checking and sign-off 
of all work 

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The vehicle handled carefully and 
safely while in the hands of the 
dealership 

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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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Curriculum Training

 

Service Communication Advanced – Handout 1 

 
Customer Expectations and Your Duty of Care 

 

11. Invoicing 

Customer Expectations 

Your Duty of Care – and Consequences 
of Getting It Wrong 

– 

A clearly-presented invoice, with a final 
cost exactly as quoted 

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Any errors can lead to non-payment 
and dispute of the amount 

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Curriculum Training 

11 

 

Service Communication Advanced – Handout 1 

 

Customer Expectations and Your Duty of Care 

 

12. Customer information and vehicle return 

Customer Expectations 

Your Duty of Care – and Consequences 
of Getting It Wrong 

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The vehicle ready at the promised time 

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The invoice, checklists, service record 
and any test certificates presented and 
explained fully 

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Ensure that all documents are a correct 
record – if work recorded has not been 
done, or results are falsified, this is a 
serious matter 

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The work done explained fully, with all 
the positive aspects explained, for 
peace of mind 

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You must explain work correctly – if you 
say that work has been done and it has 
not, this is a serious matter 

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Any further work or value-added 
services proposed, with their benefits to 
the customer clearly explained 

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The work must be needed for reasons 
of safety, performance or peace of 
mind.  Do not oversell. 

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Curriculum Training