Mazda Training manual - part 135

 

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Mazda Training manual - part 135

 

 

Dealing with Complaints 

Curriculum Training 

25 

 

3. Active customer contact 

Customer Expectations 

Your Duty of Care – and Consequences 
of Getting It Wrong 

–  A follow-up call to make sure that 

they are completely satisfied with 
the vehicle – and immediate 
resolution of any problems 

–  Any problems must be resolved fully 

–  Reminders for service 

–  Word these carefully – you can only 

estimate when a customer will need 
a service, depending on mileage 

–  Information on special offers that 

would be of benefit to them, based 
on knowledge of them 

–  Again, give correct technical advice 

that does not oversell the need 

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Dealing with Complaints 

 

26 

Curriculum Training

 

 

4. Appointment scheduling service 

Customer Expectations 

Your Duty of Care – and Consequences 
of Getting It Wrong 

–  Immediate and welcoming response 

on the phone (including return call if 
the department is busy) 

–  

–  Flexible appointments (morning or 

afternoon, for example) 

–  

–  Good advice over the phone (the 

likely extent of the work correctly 
identified) 

–  Do not state the cause of a 

symptom, or the work needed to 
correct it, until the vehicle has been 
tested by a qualified person in the 
dealership (the customer may at the 
very least refuse to pay for 
additional work) 

–  No surprises (sensible warning of 

possible further work after 
inspection of problems) 

–  Only warn that work is possible, not 

definite, until the vehicle has been 
tested and inspected by a qualified 
person 

–  Correct information on Courtesy 

Services (promises that will be kept) 

–  Do not promise services that may 

not be available – a customer might, 
in extreme cases, claim for such 
things as a missed business 
meeting 

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Dealing with Complaints 

Curriculum Training 

27 

 

5. Personalised reception 

Customer Expectations 

Your Duty of Care – and Consequences 
of Getting It Wrong 

–  Professional welcome at the vehicle 

–  

–  Sufficient time spent by an expert 

person, to deal with all needs, using 
a professional checklist 

–  

–  Correct and advice on the initial 

work required, the inspection 
needed and the process to get any 
extra work done 

–  Do not give advice on work needed 

unless you are qualified to do so, 
and do not give advice until the 
necessary tests and inspections 
have been carried out by a qualified 
person 

–  No selling of unnecessary work 

–  Do not suggest that a service or 

product is essential when it is 
merely beneficial 

–  No missing of work essential to meet 

safety and legal requirements 

–  You must check to approved 

checklists, and advise correctly on 
legal requirements (for example tyre 
wear or damage, failures during 
annual test, unsafe mountings for 
safety harnesses) – if in doubt, 
consult your manager 

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Dealing with Complaints 

 

28 

Curriculum Training

 

 

6. Complete repair order 

Customer Expectations 

Your Duty of Care – and Consequences 
of Getting It Wrong 

–  Full explanation of all the work 

–  This must be explained clearly and 

in writing on the repair order 

–  Correct and fair identification of 

what is under warranty 

–  This must be correctly identified – or 

the customer may refuse to pay for 
an item that you originally said was 
covered by warranty 

–  Clear and correct explanation of a 

fixed price, including parts, labour 
and taxes, and agreement before 
going ahead 

–  You must explain the total price – or 

the customer may refuse to pay any 
hidden extras 

–  A promise of further contact (and 

when) if extra work is found, with 
agreement of extra fixed price and 
timescales before that work is done 

–  Never go ahead with work that has 

not been authorised by the customer 
– and record that agreement – even 
if they can only sign for it when they 
collect the vehicle 

–  Work that goes ahead only if the 

repair order is signed by the 
customer 

–  As above 

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