Mazda Training manual - part 114

 

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Mazda Training manual - part 114

 

 

Dealing with Complaints 

Curriculum Training 

29 

 

HO1 – CUSTOMER EXPECTATIONS AND YOUR DUTY OF CARE

 

 

 

 

 

3.5 Managing 

Complaints 

Sorting out your customers’ complaints is only part of the process. 

You must make sure the experience is not wasted. 

You must learn from them. 

 

Log the 

complaint 

 

Monitor 

customer 

satisfaction 

Management 

analysis – 

common 

factors or 

trends?

 

Management 

review – how 

do we stop this 

happening? 

 

Continual 

improvement –

better systems 

and training 

Deal with the 

immediate 

complaint 

 

Dealing with Complaints 

 

30 

Curriculum Training

 

 

AC5 – HOW YOU CAN CONTRIBUTE 

 

 

 

Your contribution to: 

Dealing 

 

Logging 

 

Analysis 

 

Review 

 

Continual improvement 

 

Monitoring 

 

Dealing with Complaints 

Curriculum Training 

31 

3.6 Resolving 

Complaints 

APOLOGISE 

 

EMPATHISE 

 

REASSURE 

 

APOLOGISE 

•  The first thing you must do is to apologise for the failure identified by the customer. 
•  Listen carefully to what they have to say and apologise for the failure. 
•  Resist the temptation to apologise for something other than that identified by the 

customer, even if you think the customer has got it wrong. 

•  This is not the right time to correct them. 
•  Make sure the customer sees that you are taking their complaint seriously – give them 

your full attention and apologise in the right tone and with positive body language. 

•  The effect of an apology is to diffuse the situation and show that we will do everything 

we can to resolve the problem. 

Your Notes 

 

 

 

 

 

 

 

Dealing with Complaints 

 

32 

Curriculum Training

 

EMPATHISE 

•  The second step is to empathise with them – by confirming our understanding of the 

problem and its impact on the customer. 

•  Acknowledge the error and express regret regarding the inconvenience that the 

customer has experienced. 

•  If the right tone of voice is used this will show that their concerns are being taken very seriously. 

Your Notes 

 

 

 

 

 

 

These two steps are important because they show the customer that we value them. 
However, they don’t prove that they should continue to do business with you. For that you 
need the third step. 

 

REASSURE 

•  You must now make sure that the customer is confident that something will be done 

about the complaint. 

•  This reassurance can be in two stages: 

1.  FIRST fix the customer’s immediate problem – tell them what you are going to do 

and then take corrective action. 

2.  THEN prevent future breakdowns – assure the customer that processes will be put 

in place to make sure it doesn’t happen again. 

This will reassure them that it will not happen to them again, and that other 
customers will not experience a similar difficulty. 

This second stage is very powerful – it can overcome major anger and frustration. It 
shows that you value them and that they are helping you improve your systems. 

Your Notes 

 

 

 

 

 

 

 

 

 

 

 

 

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