Mazda Training manual - part 124

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 

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Effective planning of work, so that 
promised timescales are met 

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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 

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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 

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

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

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

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Curriculum Training

 

Service Communication Advanced – Handout 1 

 
Customer Expectations and Your Duty of Care 

 

9. Part pre-order 

Customer Expectations 

Your Duty of Care – and Consequences 
of Getting It Wrong 

– 

Parts for all planned work in stock, so 
promised timescales are met 

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Make sure that parts are genuine, or 
that the customer knows any limitations 
of the parts 

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Excellent access to parts for extra work 
found, so that most problems are fixed 
that day 

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above 

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Curriculum Training 

9 

 

Service Communication Advanced – Handout 1 

 

Customer Expectations and Your Duty of Care 

 

10. Repair order processing/quality 

Customer Expectations 

Your Duty of Care – and Consequences 
of Getting It Wrong 

– 

All work carried out by technically 
qualified people, to technical, legal and 
safety standards, and to the highest 
quality (right first time) 

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Always follow Mazda technical 
guidelines and ensure that there is 
evidence that a qualified person has 
signed that the work has been correctly 
done 

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All work checked by a qualified person, 
using road tests where necessary to 
check that the vehicle is now perfect 

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Always follow Mazda technical 
guidelines for the checking and sign-off 
of all work 

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The vehicle handled carefully and 
safely while in the hands of the 
dealership 

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Follow Mazda and dealership 
standards; when the vehicle is in the 
care of the dealership, it is responsible 
for the vehicle (including checking 
antifreeze if the vehicle is to be left 
outside in winter) 

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Curriculum Training