Mazda Training manual — part 158

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)

Dealing with Complaints

Curriculum Training

41

OBSERVER’S SHEET

Things that I particularly liked (what went well)

Things I would have done differently (what could have been improved)

Dealing with Complaints

42

Curriculum Training

3.10

Review of the Session

In this session we have examined:
• the expectations of customers, and how complaints arise when we do not meet those

expectations

• the legal aspects of those complaints, and how we can avoid any legal problems
• managing complaints – learning from them and making sure they do not happen again
• resolving complaints: the techniques and skills to be used.

AC11 – SESSION REVIEW

Your Notes