Mazda Training manual - part 106

Pre-Course Pack 

 Introduction 

The Service Communication Advanced Course takes a close look at the interaction you 
have with customers during difficult times – when they have a complaint and when this 
escalates into conflict. The course covers: 

•  the importance of complaints in providing opportunities to display excellent service 
•  dealing with the complaints when they happen 
•  handling conflict situations and the stress they can cause. 

To prepare you for this course, please complete the following activities. The information you 
note down here will be used during the two days of the course. 

 

 

What are the principal complaints you receive from your customers? 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

Curriculum Training 

1 

Pre-Course Pack 

 

Now note down why you think these complaints are made – the reasons for them. 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

What do you think are the reasons why complaints can turn into conflict? 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

Thank you for completing this pre-course pack.  

Please remember to bring it with you on the day of your course. 

Curriculum Training 

2 

 

 
 
 
 
 
 
 
 
 
 

 

 
 
 
 
 
 
 

TRAINING MANUAL 

Service Communication – 

Advanced 

CT-L3001 

 
 
 
 
 

 
 

 

 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 

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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