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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.
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.