Mazda Training manual - part 128

Level Test 

 

SOLUTIONS FOR NUMBER TWO 

ACTION MAXIMUM 

MARKS TO 

AWARD 

MARKS 

GIVEN 

Resolving Complaints 

 

 

– 

Apologising: 

5  

– 

Items such as: focusing on the customer; listening; not correcting 
them; apologising in the right tone and with the right body language 

5  

– 

Empathising: 

5  

– 

Items such as: confirming understanding of the effect on the 
customer; using sincere voice 

5  

– 

Reassuring: 

5  

– 

Items such as: stating how you will fix the immediate problem; 
making sure the customer is totally satisfied; explaining how 
you will stop it happening again 

5  

Building Good Relationships 

5  

Items such as: matching; the right voice; the right body language; 
respecting their world 

5  

Saying No: 

5  

– 

Items such as: listening carefully to the request; thinking 
carefully before you respond; saying no politely; explaining 
clearly why; stressing that you don’t want to over-promise and 
under-deliver; offering a compromise; listening again and 
keeping going round the loop until agreement is reached. 

5  

 

50 

 

Supporting comments (continue on reverse if necessary) 

 

Curriculum Training 

7 

Level Test 

 

SOLUTIONS FOR NUMBER THREE 

ACTION MAXIMUM 

MARKS TO 

AWARD 

MARKS 

GIVEN 

Understanding outside and inside sources of stress: 

5  

Items such as: stresses from job, family, finances; stresses from 
your own feelings, beliefs and attitudes 

5  

Recognising the symptoms of stress: 

5  

Items such as: headaches; muscular tension; sleeping poorly; 
anxiety 

5  

Recognising the impact at work: 

5  

Items such as: poor morale; loss of confidence; absenteeism; poor 
performance; poor service 

5  

Getting stress under control: 

 

 

– 

Being aware of what stresses you – and your reaction: 

3  

– 

Items such as: notice your distress; don’t ignore it; don’t gloss over 
your problems; notice how your body responds to stress 

2  

– 

Recognising what you can change: 

3  

– 

Items such as: trying to avoid or eliminate the causes; trying to 
reduce their intensity; trying to take a break; working with your 
colleagues to minimise overall stress 

2  

– 

Moderating your responses: 

3  

– 

Items such as: not overreacting; not expecting to please 
everyone; putting the situation in perspective; slow, deep 
breathing 

2  

– 

Building your reserves: 

3  

– 

Items such as: exercising; taking breaks; getting enough sleep; 
developing supportive relationships; expecting some 
frustrations 

2  

 

50 

 

Supporting comments (continue on reverse if necessary) 

 

 

Curriculum Training 

8 

 

 

 
 
 
 
 
 
 
 
 
 

 

 
 
 
 
 
 
 

TRAINER GUIDE 

Service Communication – 

Advanced 

CT-RL2011 

 
 
 
 
 

 
 

 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 

No part of this hardcopy may be reproduced in any form without prior permission of 
Mazda Motor Europe GmbH. 
 
The illustrations, technical information, data and descriptive text in this issue, to the best 
of our knowledge, were correct at the time of going to print.  
 
No liability can be accepted for any inaccuracies or omissions in this publication, 
although every possible care has been taken to make it as complete and accurate as 
possible. 
 
© 2005 
Mazda Motor Europe GmbH 
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