Mazda Training manual — part 165

Service Communication Advanced – Handout 1

Customer Expectations and Your Duty of Care

5. Personalised reception

Customer Expectations

Your Duty of Care – and Consequences
of Getting It Wrong

–

Professional welcome at the vehicle

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Sufficient time spent by an expert
person, to deal with all needs, using a
professional checklist

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Correct and advice on the initial work
required, the inspection needed and the
process to get any extra work done

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Do not give advice on work needed
unless you are qualified to do so, and
do not give advice until the necessary
tests and inspections have been carried
out by a qualified person

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No selling of unnecessary work

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Do not suggest that a service or
product is essential when it is merely
beneficial

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No missing of work essential to meet
safety and legal requirements

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You must check to approved checklists,
and advise correctly on legal
requirements (for example tyre wear or
damage, failures during annual test,
unsafe mountings for safety harnesses)
– if in doubt, consult your manager

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Curriculum Training

5

Service Communication Advanced – Handout 1

Customer Expectations and Your Duty of Care

6. Complete repair order

Customer Expectations

Your Duty of Care – and Consequences
of Getting It Wrong

–

Full explanation of all the work

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This must be explained clearly and in
writing on the repair order

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Correct and fair identification of what is
under warranty

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This must be correctly identified – or
the customer may refuse to pay for an
item that you originally said was
covered by warranty

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Clear and correct explanation of a fixed
price, including parts, labour and taxes,
and agreement before going ahead

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You must explain the total price – or the
customer may refuse to pay any hidden
extras

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A promise of further contact (and when)
if extra work is found, with agreement
of extra fixed price and timescales
before that work is done

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Never go ahead with work that has not
been authorised by the customer – and
record that agreement – even if they
can only sign for it when they collect
the vehicle

–

Work that goes ahead only if the repair
order is signed by the customer

– As

above

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Curriculum Training

Service Communication Advanced – Handout 1

Customer Expectations and Your Duty of Care

7. Workshop planning

Customer Expectations

Your Duty of Care – and Consequences
of Getting It Wrong

–

Effective planning of work, so that
promised timescales are met

–

Keep the customer informed
immediately of any delays for whatever
reason, and suggest solutions – in this
way, you are less likely to get to a legal
argument

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Curriculum Training

7

Service Communication Advanced – Handout 1

Customer Expectations and Your Duty of Care

8. Customer service

Customer Expectations

Your Duty of Care – and Consequences
of Getting It Wrong

–

Comfortable waiting area and facilities,
if waiting

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Courtesy car or lift properly arranged, if
promised and agreed

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Make sure that all the correct
documentation is shown, completed
and signed, including driving licence
and insurance documents – or a
customer may not be covered in the
event of an accident

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Immediate information on any problems
or delays, with options for dealing with
the situation

–

Again, keep the customer informed
immediately of any delays for whatever
reason, and suggest solutions – in this
way, you are less likely to get to a legal
argument

–

Immediate and correct explanation of
any extra work, with a fixed price, and
agreement before going ahead

–

Do not give technical advice unless the
vehicle has been tested by a qualified
person

–

Organisation of further work, the same
day if possible, or a convenient next
appointment if necessary

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Curriculum Training