Mazda Training manual - part 165

Service Communication Advanced – Handout 1 

 
Customer Expectations and Your Duty of Care 

 

5. Personalised reception 

Customer Expectations 

Your Duty of Care – and Consequences 
of Getting It Wrong 

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Professional welcome at the vehicle 

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Sufficient time spent by an expert 
person, to deal with all needs, using a 
professional checklist 

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Correct and advice on the initial work 
required, the inspection needed and the 
process to get any extra work done 

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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 

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No selling of unnecessary work 

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Do not suggest that a service or 
product is essential when it is merely 
beneficial 

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No missing of work essential to meet 
safety and legal requirements 

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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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Curriculum Training 

5 

 

Service Communication Advanced – Handout 1 

 

Customer Expectations and Your Duty of Care 

 

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 

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Correct and fair identification of what is 
under warranty 

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This must be correctly identified – or 
the customer may refuse to pay for an 
item that you originally said was 
covered by warranty 

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Clear and correct explanation of a fixed 
price, including parts, labour and taxes, 
and agreement before going ahead 

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You must explain the total price – or the 
customer may refuse to pay any hidden 
extras 

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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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6 

Curriculum Training

 

Service Communication Advanced – Handout 1 

 
Customer Expectations and Your Duty of Care 

 

7. Workshop planning 

Customer Expectations 

Your Duty of Care – and Consequences 
of Getting It Wrong 

– 

Effective planning of work, so that 
promised timescales are met 

– 

Keep the customer informed 
immediately of any delays for whatever 
reason, and suggest solutions – in this 
way, you are less likely to get to a legal 
argument 

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Curriculum Training 

7 

 

Service Communication Advanced – Handout 1 

 

Customer Expectations and Your Duty of Care 

 

8. Customer service 

Customer Expectations 

Your Duty of Care – and Consequences 
of Getting It Wrong 

– 

Comfortable waiting area and facilities, 
if waiting 

–  

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Courtesy car or lift properly arranged, if 
promised and agreed 

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Make sure that all the correct 
documentation is shown, completed 
and signed, including driving licence 
and insurance documents – or a 
customer may not be covered in the 
event of an accident 

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Immediate information on any problems 
or delays, with options for dealing with 
the situation 

– 

Again, keep the customer informed 
immediately of any delays for whatever 
reason, and suggest solutions – in this 
way, you are less likely to get to a legal 
argument 

– 

Immediate and correct explanation of 
any extra work, with a fixed price, and 
agreement before going ahead 

– 

Do not give technical advice unless the 
vehicle has been tested by a qualified 
person 

– 

Organisation of further work, the same 
day if possible, or a convenient next 
appointment if necessary 

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8 

Curriculum Training