Mazda Training manual — part 124

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

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Effective planning of work, so that
promised timescales are met

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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

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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

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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

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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

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

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

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

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Curriculum Training

Service Communication Advanced – Handout 1

Customer Expectations and Your Duty of Care

9. Part pre-order

Customer Expectations

Your Duty of Care – and Consequences
of Getting It Wrong

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Parts for all planned work in stock, so
promised timescales are met

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Make sure that parts are genuine, or
that the customer knows any limitations
of the parts

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Excellent access to parts for extra work
found, so that most problems are fixed
that day

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above

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Curriculum Training

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Service Communication Advanced – Handout 1

Customer Expectations and Your Duty of Care

10. Repair order processing/quality

Customer Expectations

Your Duty of Care – and Consequences
of Getting It Wrong

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All work carried out by technically
qualified people, to technical, legal and
safety standards, and to the highest
quality (right first time)

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Always follow Mazda technical
guidelines and ensure that there is
evidence that a qualified person has
signed that the work has been correctly
done

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All work checked by a qualified person,
using road tests where necessary to
check that the vehicle is now perfect

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Always follow Mazda technical
guidelines for the checking and sign-off
of all work

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The vehicle handled carefully and
safely while in the hands of the
dealership

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Follow Mazda and dealership
standards; when the vehicle is in the
care of the dealership, it is responsible
for the vehicle (including checking
antifreeze if the vehicle is to be left
outside in winter)

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Curriculum Training