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Automotive Service Management Total Customer Relationship Management

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ISBN-10: 1401826571

ISBN-13: 9781401826574

Edition: 2003

Authors: Mitchell Schneider

List price: $25.00
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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…    
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Book details

List price: $25.00
Copyright year: 2003
Publisher: Delmar Cengage Learning
Publication date: 12/6/2002
Binding: Paperback
Pages: 132
Size: 8.25" wide x 10.50" long x 0.25" tall
Weight: 0.638
Language: English

Preface
Introduction
Little Bit About Customer Relations
Vision For the Future
Understanding Our Relationship With The Consumer
Customer Relations ?The Customer Suite?
Integrity Based Sales
The Value Equation
The Customer Suite
Measures Of Service Quality
Understanding The Customer
Customer Loyalty
Customer Satisfaction
Achieving Customer Satisfaction
Customer Loyalties: Is Satisfaction Enough?
Customer Retention
Conclusion: WEIJII: Danger and Opportunity Side By Side