Mazda Training manual - part 116

 

  Index      Mazda     Mazda Training Manual

 

Search            

 

 

 

 

 

 

 

 

 

Content   ..  114  115  116  117   ..

 

 

Mazda Training manual - part 116

 

 

Dealing with Complaints 

Curriculum Training 

37 

Saying No 

Sometimes we have to say no to a customer, even if their demand is for us to resolve their 
complaint.  If we think back to the duty of care we owe to them, we cannot afford to over-
promise and under-deliver. 

But how do we say no without destroying our good relationship with them? 

A practical process for doing this involves a Repeating Loop: 

 

•  Listen carefully to the request 
•  Think carefully before you respond 
•  Say No and Why: 

–  Say no politely – “I’m afraid we cannot do that Mr……” 

–  Explain clearly why you cannot do it – stress the inconvenience to them if you 

were to over-promise and under-deliver 

•  Offer a compromise – tell them what you can do for them. 
Then listen to the customer’s response and keep going round the loop until agreement is reached. 

Your Notes 

 

Listen 

Say No and Why 

Think 

Compromise 

 

Dealing with Complaints 

 

38 

Curriculum Training

 

 

 

AC9 – SAYING NO 

 

 

 

 

Dealing with Complaints 

Curriculum Training 

39 

3.8 

Complaints into Opportunities 

Customers complain because they want something that has gone wrong to be put right. 
•  They are interested in getting the right result – namely corrective action. 
•  If they were not interested they would keep silent and leave the dealership. 
It follows that customers who complain are actually giving you a second chance to get 
things right. 

They want you to provide the service they demand – not a competitor. 

3.9 

Practical Complaint Handling 

 

 

AC10 – COMPLAINTS: PUTTING IT INTO PRACTICE 

 

 

 

 

Dealing with Complaints 

 

40 

Curriculum Training

 

 

OBSERVER’S SHEET 

Things that I particularly liked (what went well) 

Things I would have done differently (what could have been improved) 

 

 

 

 

 

 

 

Content   ..  114  115  116  117   ..