Mazda Training manual - part 137

Dealing with Complaints 

Curriculum Training 

33 

 

11. Invoicing 

Customer Expectations 

Your Duty of Care – and Consequences 
of Getting It Wrong 

–  A clearly-presented invoice, with a 

final cost exactly as quoted 

–  Any errors can lead to non-payment 

and dispute of the amount 

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Dealing with Complaints 

 

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Curriculum Training

 

 

12. Customer information and vehicle return 

Customer Expectations 

Your Duty of Care – and Consequences 
of Getting It Wrong 

–  The vehicle ready at the promised 

time 

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–  The invoice, checklists, service 

record and any test certificates 
presented and explained fully 

–  Ensure that all documents are a 

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

–  The work done explained fully, with 

all the positive aspects explained, 
for peace of mind 

–  You must explain work correctly – if 

you say that work has been done 
and it has not, this is a serious 
matter 

–  Any further work or value-added 

services proposed, with their 
benefits to the customer clearly 
explained 

–  The work must be needed for 

reasons of safety, performance or 
peace of mind.  Do not oversell. 

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Dealing with Complaints 

Curriculum Training 

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13. Customer follow-up 

Customer Expectations 

Your Duty of Care – and Consequences 
of Getting It Wrong 

–  Follow-up within 3-5 days 

–  This is a very good way to avoid any 

complaints becoming serious and 
leading to a claim 

–  Asking whether the customer is fully 

satisfied 

–  Do not argue with any complaint that 

the customer makes – acknowledge 
the customer’s comments and 
record them fully 

–  Immediate and effective resolution 

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

–  If a complaint is speedily dealt with, 

you can usually avoid it becoming a 
serious matter 

–  Evidence of continual improvement 

of processes – so that the problems 
do not occur again 

–  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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Dealing with Complaints 

 

36 

Curriculum Training

 

 

HO1 – CUSTOMER EXPECTATIONS AND YOUR DUTY OF CARE

 

 

 

Hand out this document to delegates at the end of the two-part activity. 

Explain that it provides a consistent guide to all delegates that they should use for 
reference. 

3.5 Managing 

Complaints 

Sorting out your customers’ complaints is only part of the process. 

You must make sure the experience is not wasted. 
•  You must learn from them. 
Discuss how this is done in their dealerships. 

Do they have a system that allows them to document complaints and the remedial 
action? 

Ask delegates for their thoughts on what they should do AFTER dealing with a 
complaint. 

 

Show the slide on the next page, and discuss the following logical process for 
managing complaints: