BN.com Gift Guide

Automotive Service Management: Total Customer Relationship Management / Edition 1

Paperback (Print)
Used and New from Other Sellers
Used and New from Other Sellers
from $18.91
Usually ships in 1-2 business days
(Save 24%)
Other sellers (Paperback)
  • All (1) from $18.91   
  • New (1) from $18.91   

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.

Read More Show Less

Product Details

  • ISBN-13: 9781401826574
  • Publisher: Cengage Learning
  • Publication date: 12/6/2002
  • Edition description: New Edition
  • Edition number: 1
  • Pages: 140
  • Sales rank: 895,805
  • 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.

Read More Show Less

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.

Read More Show Less

Customer Reviews

Be the first to write a review
( 0 )
Rating Distribution

5 Star

(0)

4 Star

(0)

3 Star

(0)

2 Star

(0)

1 Star

(0)

Your Rating:

Your Name: Create a Pen Name or

Barnes & Noble.com Review Rules

Our reader reviews allow you to share your comments on titles you liked, or didn't, with others. By submitting an online review, you are representing to Barnes & Noble.com that all information contained in your review is original and accurate in all respects, and that the submission of such content by you and the posting of such content by Barnes & Noble.com does not and will not violate the rights of any third party. Please follow the rules below to help ensure that your review can be posted.

Reviews by Our Customers Under the Age of 13

We highly value and respect everyone's opinion concerning the titles we offer. However, we cannot allow persons under the age of 13 to have accounts at BN.com or to post customer reviews. Please see our Terms of Use for more details.

What to exclude from your review:

Please do not write about reviews, commentary, or information posted on the product page. If you see any errors in the information on the product page, please send us an email.

Reviews should not contain any of the following:

  • - HTML tags, profanity, obscenities, vulgarities, or comments that defame anyone
  • - Time-sensitive information such as tour dates, signings, lectures, etc.
  • - Single-word reviews. Other people will read your review to discover why you liked or didn't like the title. Be descriptive.
  • - Comments focusing on the author or that may ruin the ending for others
  • - Phone numbers, addresses, URLs
  • - Pricing and availability information or alternative ordering information
  • - Advertisements or commercial solicitation

Reminder:

  • - By submitting a review, you grant to Barnes & Noble.com and its sublicensees the royalty-free, perpetual, irrevocable right and license to use the review in accordance with the Barnes & Noble.com Terms of Use.
  • - Barnes & Noble.com reserves the right not to post any review -- particularly those that do not follow the terms and conditions of these Rules. Barnes & Noble.com also reserves the right to remove any review at any time without notice.
  • - See Terms of Use for other conditions and disclaimers.
Search for Products You'd Like to Recommend

Recommend other products that relate to your review. Just search for them below and share!

Create a Pen Name

Your Pen Name is your unique identity on BN.com. It will appear on the reviews you write and other website activities. Your Pen Name cannot be edited, changed or deleted once submitted.

 
Your Pen Name can be any combination of alphanumeric characters (plus - and _), and must be at least two characters long.

Continue Anonymously

    If you find inappropriate content, please report it to Barnes & Noble
    Why is this product inappropriate?
    Comments (optional)