Explain the automotive workplace procedures relating to the following:

a. Customer service

b. Dealing with dis-satisfied customer's

c. Complaints handling and recommending appropriate action

d. Escalating issues to appropriate person

e. Reporting and documenting complaints

What are the common complex customer issues in an automotive workplace including disputes concerning the following?

a. Cost

b. Work standards

The time taken or expected for the repairs

d. The selection of parts

e. Warranties