Mazda Training manual - part 155

 

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Mazda Training manual - part 155

 

 

Dealing with Complaints 

Curriculum Training 

27 

 

12. Customer information and vehicle return 

Customer Expectations 

Your Duty of Care – and Consequences 
of Getting It Wrong 

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Dealing with Complaints 

 

28 

Curriculum Training

 

 

13. Customer follow-up 

Customer Expectations 

Your Duty of Care – and Consequences 
of Getting It Wrong 

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Dealing with Complaints 

Curriculum Training 

29 

 

HO1 – CUSTOMER EXPECTATIONS AND YOUR DUTY OF CARE

 

 

 

 

 

3.5 Managing 

Complaints 

Sorting out your customers’ complaints is only part of the process. 

You must make sure the experience is not wasted. 

You must learn from them. 

 

Log the 

complaint 

 

Monitor 

customer 

satisfaction 

Management 

analysis – 

common 

factors or 

trends?

 

Management 

review – how 

do we stop this 

happening? 

 

Continual 

improvement –

better systems 

and training 

Deal with the 

immediate 

complaint 

 

Dealing with Complaints 

 

30 

Curriculum Training

 

 

AC5 – HOW YOU CAN CONTRIBUTE 

 

 

 

Your contribution to: 

Dealing 

 

Logging 

 

Analysis 

 

Review 

 

Continual improvement 

 

Monitoring 

 

 

 

 

 

 

 

 

Content   ..  153  154  155  156   ..