Mazda Training manual - part 158

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) 

Dealing with Complaints 

Curriculum Training 

41 

 

OBSERVER’S SHEET 

Things that I particularly liked (what went well) 

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

 

Dealing with Complaints 

 

42 

Curriculum Training

 

3.10 

Review of the Session 

In this session we have examined: 
•  the expectations of customers, and how complaints arise when we do not meet those 

expectations 

•  the legal aspects of those complaints, and how we can avoid any legal problems 
•  managing complaints – learning from them and making sure they do not happen again 
•  resolving complaints: the techniques and skills to be used. 

 

AC11 – SESSION REVIEW 

 

 

Your Notes