Mazda Training manual - part 125

Service Communication Advanced – Handout 1 

 
Customer Expectations and Your Duty of Care 

 

11. Invoicing 

Customer Expectations 

Your Duty of Care – and Consequences 
of Getting It Wrong 

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A clearly-presented invoice, with a final 
cost exactly as quoted 

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Any errors can lead to non-payment 
and dispute of the amount 

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Curriculum Training 

11 

 

Service Communication Advanced – Handout 1 

 

Customer Expectations and Your Duty of Care 

 

12. Customer information and vehicle return 

Customer Expectations 

Your Duty of Care – and Consequences 
of Getting It Wrong 

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The vehicle ready at the promised time 

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The invoice, checklists, service record 
and any test certificates presented and 
explained fully 

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Ensure that all documents are a correct 
record – if work recorded has not been 
done, or results are falsified, this is a 
serious matter 

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The work done explained fully, with all 
the positive aspects explained, for 
peace of mind 

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You must explain work correctly – if you 
say that work has been done and it has 
not, this is a serious matter 

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Any further work or value-added 
services proposed, with their benefits to 
the customer clearly explained 

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The work must be needed for reasons 
of safety, performance or peace of 
mind.  Do not oversell. 

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Curriculum Training

 

Service Communication Advanced – Handout 1 

 
Customer Expectations and Your Duty of Care 

 

13. Customer follow-up 

Customer Expectations 

Your Duty of Care – and Consequences 
of Getting It Wrong 

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Follow-up within 3-5 days 

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This is a very good way to avoid any 
complaints becoming serious and 
leading to a claim 

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Asking whether the customer is fully 
satisfied 

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Do not argue with any complaint that 
the customer makes – acknowledge the 
customer’s comments and record them 
fully 

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Immediate and effective resolution of 
any problems, and follow-up of that 
resolution to make sure that the 
customer is finally satisfied 

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If a complaint is speedily dealt with, you 
can usually avoid it becoming a serious 
matter 

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Evidence of continual improvement of 
processes – so that the problems do 
not occur again 

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Proper recording of complaints, and the 
management actions to stop them 
happening again, will help to avoid a 
serious claim – since it shows due care 
for the customer 

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Curriculum Training 

13 

 

Service Communication Advanced – Handout 1 

 

Customer Expectations and Your Duty of Care 

Notes: 

14 

Curriculum Training