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.
- the real-world approach reflects the author's experience as a fourth generation technician, a repair & service company owner, an automotive industry trainer
- all-inclusive coverage spans from designing an automotive repair facility floor plan through financial management techniques, customer/staff relations, and more
- 100/144 pages per book makes it easy to incorporate this series into workshops, seminars, and training/education courses
- information is available ?as is? or for customization by franchises, dealerships, OEMs, and others seeking specific training solutions
Table of Contents:
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.