Mazda Training manual - part 148

 

 
 
 
 
 
 
 
 
 
 

 

 
 
 
 
 
 
 

TRAINING MANUAL 

Service Communication – 

Advanced 

CT-RL2011 

 
 
 
 
 

 
 

 

 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 

No part of this hardcopy may be reproduced in any form without prior permission of 
Mazda Motor Europe GmbH. 
 
The illustrations, technical information, data and descriptive text in this issue, to the best 
of our knowledge, were correct at the time of going to print.  
 
No liability can be accepted for any inaccuracies or omissions in this publication, 
although every possible care has been taken to make it as complete and accurate as 
possible. 
 
© 2005 
Mazda Motor Europe GmbH 
Training Services  

 
 
 
 
 
 
 
 
 
 
 

 

Contents 

Curriculum Training 

1 

1 

Introductions and Objectives 

2. 

The Importance of Complaints 

3. 

Dealing with Complaints 

4. Conflict 

Management 

5. Practical 

Skills 

6. Learning 

Check 

 

 

 Contents 

 

2 

Curriculum Training