Mazda Training manual — part 155

Dealing with Complaints

Curriculum Training

27

12. Customer information and vehicle return

Customer Expectations

Your Duty of Care – and Consequences
of Getting It Wrong

–

–

–

–

–

–

–

–

–

–

–

–

Dealing with Complaints

28

Curriculum Training

13. Customer follow-up

Customer Expectations

Your Duty of Care – and Consequences
of Getting It Wrong

–

–

–

–

–

–

–

–

–

–

–

–

Dealing with Complaints

Curriculum Training

29

HO1 – CUSTOMER EXPECTATIONS AND YOUR DUTY OF CARE

3.5 Managing

Complaints

Sorting out your customers’ complaints is only part of the process.

You must make sure the experience is not wasted.

You must learn from them.

Log the

complaint

Monitor

customer

satisfaction

Management

analysis –

common

factors or

trends?

Management

review – how

do we stop this

happening?

Continual

improvement –

better systems

and training

Deal with the

immediate

complaint

Dealing with Complaints

30

Curriculum Training

AC5 – HOW YOU CAN CONTRIBUTE

Your contribution to:

Dealing

Logging

Analysis

Review

Continual improvement

Monitoring