Dealing with Complaints
Curriculum Training
21
3.3
Your Duty of Care to the Customer
Introduce this section by explaining to delegates:
We have just talked about the danger of raising customer expectations. If their
expectations are higher than the service they receive, they will complain.
A complaint is a serious thing – but a serious complaint could result in a claim from the
customer for the damage they have suffered.
Ask the following question:
What complaints could lead to a claim from the customer?
Use the three headings already discussed.
Just get one or two answers for each. There will be more detail later.
Look for answers such as:
• Truth – if we promised a specification and didn’t deliver it (such as promising
fuel consumption, or that the vehicle would have certain equipment)
• Advice – if we suggested that something was legal when it was not, or vice-versa
(such as emissions, annual vehicle checks or tyre tread depths)
• Quality – if we fitted a poor part, or fitted it badly, and it caused damage or injury.
3.4
Customer Expectations and Your Duty of Care
Explain that this section combines customer expectations and the duty of care we
have to meet those expectations. So the following activity will be in two parts:
• Part 1 – Expectations that we must meet
• Part 2 – Our duty of care to meet those expectations and what could happen if
we do not – in other words, what claim a customer might make.
AC3 – PART ONE – CUSTOMER EXPECTATIONS
Split the delegates into groups of 3 or 4 to examine customer expectations.
They will list what these are at each stage of the customer journey, using the LEFT-
HAND COLUMN of each of the following tables (marked Customer Expectations).
Allocate different stages to each group.
They will then present their findings. Ask each group to note down the ideas from
the other groups. Discuss the findings, and point out how failure to meet any of the
expectations will lead to complaints.
The guidance in Bold and Italic lists the most important points – if the groups have
missed any of these points, make sure they add them to their tables.
Examine the stages of the Customer Process and decide on customer expectations at each one.
Write your thoughts in the left-hand column, for each stage allocated to you.