Mazda Training manual — part 128

Level Test

SOLUTIONS FOR NUMBER TWO

ACTION MAXIMUM

MARKS TO

AWARD

MARKS

GIVEN

Resolving Complaints

–

Apologising:

5

–

Items such as: focusing on the customer; listening; not correcting
them; apologising in the right tone and with the right body language

5

–

Empathising:

5

–

Items such as: confirming understanding of the effect on the
customer; using sincere voice

5

–

Reassuring:

5

–

Items such as: stating how you will fix the immediate problem;
making sure the customer is totally satisfied; explaining how
you will stop it happening again

5

Building Good Relationships

5

Items such as: matching; the right voice; the right body language;
respecting their world

5

Saying No:

5

–

Items such as: listening carefully to the request; thinking
carefully before you respond; saying no politely; explaining
clearly why; stressing that you don’t want to over-promise and
under-deliver; offering a compromise; listening again and
keeping going round the loop until agreement is reached.

5

50

Supporting comments (continue on reverse if necessary)

Curriculum Training

7

Level Test

SOLUTIONS FOR NUMBER THREE

ACTION MAXIMUM

MARKS TO

AWARD

MARKS

GIVEN

Understanding outside and inside sources of stress:

5

Items such as: stresses from job, family, finances; stresses from
your own feelings, beliefs and attitudes

5

Recognising the symptoms of stress:

5

Items such as: headaches; muscular tension; sleeping poorly;
anxiety

5

Recognising the impact at work:

5

Items such as: poor morale; loss of confidence; absenteeism; poor
performance; poor service

5

Getting stress under control:

–

Being aware of what stresses you – and your reaction:

3

–

Items such as: notice your distress; don’t ignore it; don’t gloss over
your problems; notice how your body responds to stress

2

–

Recognising what you can change:

3

–

Items such as: trying to avoid or eliminate the causes; trying to
reduce their intensity; trying to take a break; working with your
colleagues to minimise overall stress

2

–

Moderating your responses:

3

–

Items such as: not overreacting; not expecting to please
everyone; putting the situation in perspective; slow, deep
breathing

2

–

Building your reserves:

3

–

Items such as: exercising; taking breaks; getting enough sleep;
developing supportive relationships; expecting some
frustrations

2

50

Supporting comments (continue on reverse if necessary)

Curriculum Training

8

TRAINER GUIDE

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