Mazda Training manual - part 115

 

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Mazda Training manual - part 115

 

 

Dealing with Complaints 

Curriculum Training 

33 

 

 

AC6 – COMPLAINT HANDLING IN PRACTICE 

 

 

 

Your Notes 

 

 

 

 

 

 

 

Dealing with Complaints 

 

34 

Curriculum Training

 

3.7 Customer 

Conversations 

In the end, customers pay our wages.  If our customers complain, they are giving us the 
opportunity to put things right – so they will come back to us. 

So all complaints must be handled as being equally important.  
•  Whatever you think, to the customer the complaint is the most important thing in their 

life at that moment. 

•  Customers must be dealt with fairly and with complete objectivity. 

 

AC7 – THE CUSTOMER IS THE MOST IMPORTANT PERSON 

 

 

 

•  What can you do to make sure that your customer is in no doubt that you are taking 

their complaint seriously? 

•  How can you make it clear to the customer that they are the most important person in 

the world while you are dealing with them? 

 

Your Notes 

 

 

 

 

 

 

 

 

 

 

Dealing with Complaints 

Curriculum Training 

35 

Building a Good Relationship 

To be able to provide excellent service, we have to establish the right environment, have 
the right attitude AND build a good relationship with our customer. 

This is the state in which people feel comfortable in each other’s company. 

There are four key ways of building this good relationship: 
•  Matching 
•  The right voice 
•  The right body language 
•  Respecting their world. 
 

Let’s try this out. 

 

 

AC8 – BUILDING A GOOD RELATIONSHIP 

 

 

 

Matching 

•  Matching a person’s behaviour gets you into a good relationship with them, while 

mismatching leads to conflict. 

•  Matching makes the most of the similarities you have with them and plays down the 

differences. 

•  Matching language is important – for example, technical words for technical people and 

non-technical terms for the non-technical. 

•  If you don’t have a good relationship with someone, you won’t reach a mutually 

satisfactory outcome. 

 

The right voice 

•  Changing the speed and volume of your voice, to match their speed and volume, builds 

a better relationship with them. 

•  Harmonising voice tone and tempo brings good results. 
•  But don’t try to mimic them – that leads to conflict. 
 

 

Dealing with Complaints 

 

36 

Curriculum Training

 

The right body language 

•  Notice the way people sit, stand, walk, lean and shift their weight from one foot to the 

other. 

•  Notice their facial expressions. 
•  See if you can respond by making similar changes to your body language. 
•  Again, don’t come across as a mimic – be subtle. 
 

Respecting their world 

•  We all have a built-in set of values and beliefs that we hold dear. 
•  You don’t have to hold the same values and beliefs as others, but you must respect the 

fact that they are important to them. 

•  Judging, criticising and disagreeing with others can only lead to conflict. 

Your Notes 

 

 

 

 

 

 

 

 

 

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