Mazda Training manual — part 116

Dealing with Complaints

Curriculum Training

37

Saying No

Sometimes we have to say no to a customer, even if their demand is for us to resolve their
complaint. If we think back to the duty of care we owe to them, we cannot afford to over-
promise and under-deliver.

But how do we say no without destroying our good relationship with them?

A practical process for doing this involves a Repeating Loop:

• Listen carefully to the request
• Think carefully before you respond
• Say No and Why:

– Say no politely – “I’m afraid we cannot do that Mr. ”

– Explain clearly why you cannot do it – stress the inconvenience to them if you

were to over-promise and under-deliver

• Offer a compromise – tell them what you can do for them.
Then listen to the customer’s response and keep going round the loop until agreement is reached.

Your Notes

Listen

Say No and Why

Think

Compromise

Dealing with Complaints

38

Curriculum Training

AC9 – SAYING NO

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)