Mazda Training manual — part 134

Dealing with Complaints

Curriculum Training

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3.3

Your Duty of Care to the Customer

Introduce this section by explaining to delegates:
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.
Ask the following question:
What complaints could lead to a claim from the customer?
Use the three headings already discussed.
Just get one or two answers for each. There will be more detail later.
Look for answers such as:
• Truth – if we promised a specification and didn’t deliver it (such as promising

fuel consumption, or that the vehicle would have certain equipment)

• Advice – if we suggested that something was legal when it was not, or vice-versa

(such as emissions, annual vehicle checks or tyre tread depths)

• Quality – if we fitted a poor part, or fitted it badly, and it caused damage or injury.

3.4

Customer Expectations and Your Duty of Care

Explain that this section combines customer expectations and the duty of care we
have to meet those expectations. So the following activity will be in two parts:
• Part 1 – Expectations that we must meet
• Part 2 – Our duty of care to meet those expectations and what could happen if

we do not – in other words, what claim a customer might make.

AC3 – PART ONE – CUSTOMER EXPECTATIONS

Split the delegates into groups of 3 or 4 to examine customer expectations.
They will list what these are at each stage of the customer journey, using the LEFT-
HAND COLUMN of each of the following tables (marked Customer Expectations).
Allocate different stages to each group.
They will then present their findings. Ask each group to note down the ideas from
the other groups. Discuss the findings, and point out how failure to meet any of the
expectations will lead to complaints.
The guidance in Bold and Italic lists the most important points – if the groups have
missed any of these points, make sure they add them to their tables.

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.

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Curriculum Training

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

Split the delegates into the same groups of 3 or 4.

Explain that they now need to take each of the customer expectations that have been
recorded in the left hand column, and, in the RIGHT HAND COLUMN, write down
what we must do to meet those expectations, and what claims a customer might
make if we get things wrong.

Allocate the SAME stages to each group – this avoids important items being missed.

Illustrate carefully what they need to do, by taking them through the example that
follows these instructions (and appears in the delegates’ Training Manuals).

They will then present their findings. Ask each group to note down the ideas from
the other groups. Discuss the findings, and point out:
• The important things that must be done
• The possible consequences if they are not.
The guidance in Bold and Italic lists the most important points – if the groups have
missed any of these points, make sure they add them to their tables.

It is very important that:
• delegates take correct notes on these aspects where failure could result in

claims from a customer

• you explain that the law in each country may be different – so these aspects can

only be a common-sense guide

• you advise them to ask their manager if they are in any doubt.
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

Curriculum Training

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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

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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