Mazda Training manual - part 107

Contents 

Curriculum Training 

1 

1 

Introductions and Objectives 

2. 

The Importance of Complaints 

3. 

Dealing with Complaints 

4. Conflict 

Management 

5. Practical 

Skills 

6. Learning 

Check 

 

 

 Contents 

 

2 

Curriculum Training

 

 

Introduction and Objectives 

Curriculum Training 

3 

1. Introduction 

and 

Objectives 

1.1 Welcome 

 

 

 

 

1.2 

Workbooks, Commitment Plan and Course Evaluations 

 

 

 

 

 

1.3 

Passion for Driving 

Through excellent service to customers, we aim to live up to the “Passion for Driving” 
statements: 
•  As a Mazda driver you can feel the little bit of sports car in every Mazda - Zoom-Zoom!  
•  We at Mazda Service are here to ensure this special feeling continues throughout your 

ownership experience.  

•  We share your passion for cars and we are dedicated to taking care of you and your 

Mazda. That shows in the way we treat you, the way we look after your car and the 
good value we provide.  

•  Making sure every drive leaves a smile on your face - that's what we work for. 

1.4 

Purpose and Scope of the Course 

Mazda dealers aim to provide the highest standards of customer service and care. 

In the Basic course, we looked briefly at the elements of the Mazda CSI scoring, and how 
excellent communication and excellent quality are needed in each element. 

In summary, excellence means: 
•  Treating them as a valued customer in every communication with them 
•  Meeting the customer’s needs – Right First Time. 
In summary, failure means: 
•  Poor service – the way we deal with them 
•  Poor workmanship – the work we carry out on their vehicle. 

 

Introduction and Objectives 

 

4 

Curriculum Training

 

This advanced course examines more challenging aspects of complaints: 
•  Your duty of care to the customer 
•  Dealing with aggressive customers 
•  Effectively handling escalation into conflict situations 
•  Handling stressful situations. 
Overall, it is designed to help you to convert the most difficult complaint situations into 
opportunities for excellent customer service. 

1.5 The 

Challenges 

Market Influencers 

•  Independent service providers 
•  Manufacturers merging 
•  Insurers keeping repair costs down 
•  General economic influences 
•  Quality standards as the basics of new contracts. 

Reasons why customers are refusing to go into the dealership 

•  92% did not receive their desired attention 
•  86% were dissatisfied with employee competence 
•  81% were dissatisfied with time taken at reception 
•  77% were dissatisfied at delivery dates that were not kept 
•  66% felt they were not treated honestly 
•  17% thought it was too expensive.