Mazda Training manual — part 152

Dealing with Complaints

Curriculum Training

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3.3

Your Duty of Care to the Customer

We have just talked about the danger of raising customer expectations. If their
expectations are higher than the service they receive, they will complain.
A complaint is a serious thing – but a serious complaint could result in a claim from the
customer for the damage they have suffered.
What complaints could lead to a claim from the customer?
• Truth

• Advice

• Quality

3.4

Customer Expectations and Your Duty of Care

AC3 – PART ONE – CUSTOMER EXPECTATIONS

Examine the stages of the Customer Process and decide on customer expectations at each one.
Write your thoughts in the left-hand column, for each stage allocated to you.

AC4 – PART TWO – YOUR DUTY OF CARE – AND POSSIBLE CLAIMS

Examine the various stages of the Customer Process again, and decide on legal aspects
that we must comply with to avoid legal problems.
Write your thoughts in the right-hand column, for each stage allocated to you.
Here is an example, taken from Stage 6 of the Customer Process, to show what is needed:

6. Complete repair order

Customer Expectations

Your Duty of Care – and Consequences
of Getting It Wrong

– Clear and correct explanation of a fixed

price, including parts, labour and taxes,
and agreement before going ahead

– You must explain the total price – or the

customer may refuse to pay any hidden
extras

Dealing with Complaints

16

Curriculum Training

1. Delivery of the vehicle

Customer Expectations

Your Duty of Care – and Consequences
of Getting It Wrong

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Dealing with Complaints

Curriculum Training

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2. Introduction of service personnel

Customer Expectations

Your Duty of Care – and Consequences
of Getting It Wrong

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Dealing with Complaints

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Curriculum Training

3. Active customer contact

Customer Expectations

Your Duty of Care – and Consequences
of Getting It Wrong

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