Mazda Training manual — part 166

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

Service Communication Advanced – Handout 1

Customer Expectations and Your Duty of Care

11. Invoicing

Customer Expectations

Your Duty of Care – and Consequences
of Getting It Wrong

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A clearly-presented invoice, with a final
cost exactly as quoted

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Any errors can lead to non-payment
and dispute of the amount

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Curriculum Training

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Service Communication Advanced – Handout 1

Customer Expectations and Your Duty of Care

12. Customer information and vehicle return

Customer Expectations

Your Duty of Care – and Consequences
of Getting It Wrong

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The vehicle ready at the promised time

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The invoice, checklists, service record
and any test certificates presented and
explained fully

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Ensure that all documents are a correct
record – if work recorded has not been
done, or results are falsified, this is a
serious matter

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The work done explained fully, with all
the positive aspects explained, for
peace of mind

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You must explain work correctly – if you
say that work has been done and it has
not, this is a serious matter

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Any further work or value-added
services proposed, with their benefits to
the customer clearly explained

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The work must be needed for reasons
of safety, performance or peace of
mind. Do not oversell.

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Curriculum Training