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Automotive Service Management: Total Customer Relationship Management / Edition 1

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Overview

Gain the expertise required for success in one of the hottest segments of the automotive industry! This pioneering, eight-book series leads users to an understanding of the principles and procedures needed to manage an automotive services facility. Written by a National Automotive Service Advisory Panel member and former host of the "Tech Tips" segment on the popular "Truckin' USA" television show, each book contains proven solutions for effectively tackling challenges faced by today's professional automotive service managers. The rationale for automotive services management as a unique discipline is also explained, making this series a great resource for professionals and those interested in Auto Service Management as their career path.

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Product Details

  • ISBN-13: 9781401826574
  • Publisher: Cengage Learning
  • Publication date: 12/6/2002
  • Edition description: New Edition
  • Edition number: 1
  • Pages: 140
  • Sales rank: 1,258,790
  • Product dimensions: 8.30 (w) x 10.80 (h) x 0.30 (d)

Meet the Author

Mitch Schneider is a fourth generation "mechanic/technician" and is a frequent speaker at major conventions and meetings of automotive industry trade organizations. Schneider is also an award-winning journalist and is a regular contributor and senior contributing editor for Motor Age magazine. He provides commentary on the evolving relationship between service dealers, jobbers, warehouse directors and manufacturers. Schneider has also appeared on the TNN cable show "Truckin USA" where he hosted the "Tech Tips" segment. In addition to operating the award-winning Schneider's Automotive for 22 years in Simi Valley,CA, he is also the president and founder of Schneider's Future-Tech, a service company specializing in conducting management seminars for automotive service dealers, jobbers, and warehouse distribution companies, and manufacturers. Finally, Schneider has also served as automotive service dealer spokesperson for the AFTER MARKET AUTOMOTIVE PARTS ALLIANCE, headquarters for AUTO VALUE, ALL PRO & BUMPER to BUMPER and is still seated on their National Automotive Service Advisory Panel.

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Table of Contents

Preface. Introduction. Chapter 1: Little Bit About Customer Relations. Chapter 2: Vision For the Future. Chapter 3: Understanding Our Relationship With The Consumer. Chapter 4: Customer Relations "The Customer Suite". Chapter 5: Integrity Based Sales. Chapter 6: The Value Equation. Chapter 7: The Customer Suite. Chapter 8: Measures Of Service Quality. Chapter 9: Understanding The Customer. Chapter 10: Customer Loyalty. Chapter 11: Customer Satisfaction. Chapter 12: Achieving Customer Satisfaction. Chapter 13: Customer Loyalties: Is Satisfaction Enough? Chapter 14: Customer Retention. Conclusion: WEIJII: Danger and Opportunity Side By Side.

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