kennedys service center

Being part of the Mazda dealer network involves performing various services to the Mazda customer. These services have to be in line with the policies and procedures of Mazda. More importantly, they need to be able to add value to the Mazda owner and provide the owner with a positive after-sales experience.

One of the services that need to be offered is the Mazda Accident AfterCare service. This entails a variety of responsibilities. The first responsibility is to refer the customer to Mazda First, the centre that will help the customer institute their claim. Once a claim has been made you will be given the appropriate instructions regarding the repair of the vehicle.

The first requirement is that only genuine Mazda parts be used in the repair of the vehicle. This ensures that the car will be in mint condition when it leaves the repair shop. It also ensures that there can be a guarantee on the repair work as Mazda will take full responsibility for defective or faulty parts.

The next responsibility that you have is to keep the owner up-to-date with the progress of the repair work. The customer will be in possession of a courtesy car, but will want his // her vehicle back as soon as possible. Unnecessary delays or the lack of information may result in an irate and dissatisfied customer.

You will also be required to collect the broken vehicle and deliver the repaired one to the customer. This is a courtesy activity that will mean that the customer has a positive AfterCare experience. Feeling good about the service received from a dealer in the Mazda dealer network will motivate the customer to return to Mazda when s/he makes their next purchasing decision.

Customers are encouraged to look for the following services supplied by Mazda First:

• Fit only genuine Mazda parts

• Use only authorised bodyshops

• Safeguard the Mazda warranty

• Assist in finding a replacement vehicle in the case of a written off or stolen vehicle

• Do repairs that maintains the vehicle’s value and re-sale appeal

These are but a few of the requirements that the dealer in the Mazda dealer network has to contend with in order to provide the customer with a positive experience.

After repairing the vehicle and returning it to the owner, the dealer / repairer will wait to find out if there are any come-backs. If not, the repair job was successful and the project can be closed. If not the positive experience continues with speedy fixing of whatever still needs to be repaired.