Mazda Training manual - part 167

Service Communication Advanced – Handout 1 

 
Customer Expectations and Your Duty of Care 

 

13. Customer follow-up 

Customer Expectations 

Your Duty of Care – and Consequences 
of Getting It Wrong 

– 

Follow-up within 3-5 days 

– 

This is a very good way to avoid any 
complaints becoming serious and 
leading to a claim 

– 

Asking whether the customer is fully 
satisfied 

– 

Do not argue with any complaint that 
the customer makes – acknowledge the 
customer’s comments and record them 
fully 

– 

Immediate and effective resolution of 
any problems, and follow-up of that 
resolution to make sure that the 
customer is finally satisfied 

– 

If a complaint is speedily dealt with, you 
can usually avoid it becoming a serious 
matter 

– 

Evidence of continual improvement of 
processes – so that the problems do 
not occur again 

– 

Proper recording of complaints, and the 
management actions to stop them 
happening again, will help to avoid a 
serious claim – since it shows due care 
for the customer 

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Curriculum Training 

13 

 

Service Communication Advanced – Handout 1 

 

Customer Expectations and Your Duty of Care 

Notes: 

14 

Curriculum Training

 

 

 
 
 
 
 
 
 
 
 
 

 

 
 
 
 
 
 
 

LEVEL TEST 

Service Communication – 

Advanced 

CT-RL2011 

 
 
 
 
 

 
 

 

 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 

No part of this hardcopy may be reproduced in any form without prior permission of 
Mazda Motor Europe GmbH. 
 
The illustrations, technical information, data and descriptive text in this issue, to the best 
of our knowledge, were correct at the time of going to print.  
 
No liability can be accepted for any inaccuracies or omissions in this publication, 
although every possible care has been taken to make it as complete and accurate as 
possible. 
 
© 2005 
Mazda Motor Europe GmbH 
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