Mazda Training manual — part 122

Learning Check

Curriculum Training

61

What is the Mazda Complaint Resolution Formula?

10.

There are four ways to build a good relationship. Name two.

11.

Complaints can become opportunities. How?

12.

Why do complaints sometimes turn into conflict?

13.

Why is the collaborator mode the best attitude when in conflict?

14.

Name the four steps to problem solving.

15.

Stress comes from both external and internal influences. What are the internal stress
influencers?

16.

What can be one impact at work if you are stressed?

17.

Why is it so important that Mazda dealerships become known for their high quality of
service, and places where you can be assured of excellent workmanship?

18.

Learning

Check

62

Curriculum Training

6.3 Commitment

Plan

Think back to the learning from the last two days (use the learning check completed at the
end of each session to help you) and commit to 5 actions you will carry out on your return
to work.

1.

2.

3.

4.

5.

Thank you for your contribution over the last two days and good luck implementing your
learning on your return to work.

Service Communication Advanced – Handout 1

Customer Expectations and Your Duty of Care

1. Delivery of the vehicle

Customer Expectations

Your Duty of Care – and Consequences
of Getting It Wrong

–

The exact specification they ordered

–

The specification must be correct – or
the customer may demand a
completely new vehicle if this one
cannot be rectified

–

The vehicle in perfect condition – fully
checked

–

If something is not perfect, it must be
corrected to the right standard, or the
customer may reject the vehicle.

–

A memorable handover – with gifts

–

You must give the customer anything
that you have advertised or promised

–

Clear explanation of the vehicle

–

Poor advice or explanation here may
lead to damage to the vehicle, and a
claim against the dealership.

–

No promises of performance should be
made – for example, fuel consumption

–

–

–

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Curriculum Training

1

Service Communication Advanced – Handout 1

Customer Expectations and Your Duty of Care

2. Introduction of service personnel

Customer Expectations

Your Duty of Care – and Consequences
of Getting It Wrong

–

Clear explanation of the service
organisation

–

Do not make any promises that the
dealership may not be able to keep –
such as servicing at a weekend

–

Introduction to the Service Advisor

–

–

Clear explanation of maintenance
requirements

–

Make sure that the advice is correct –
there may be a claim if we advise the
wrong service interval and the warranty
is invalidated

–

Do not suggest that servicing MUST be
done at a Mazda dealership

–

The next maintenance scheduled – or
at least a promise of a reminder (a
promise that must be kept)

–

Again, give correct information so that
the warranty is not invalidated

–

Information about other services that
might be of benefit to them – based on
knowledge of the customer’s situation
(work, holidays, family etc.)

–

Take care to give correct technical
advice (for example, do not suggest
that a service or product is essential
when it is just beneficial – such as a
special lubricant)

–

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2

Curriculum Training