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| Service Operations | |
| The Automotive Service Industry | |
| Physical Resources | |
| Manpower Resources | |
| The Service Workflow | |
| Management Styles | |
| Classic Management | |
| The Complex Role of Management | |
| Being a Leader | |
| Business Ethics | |
| Management Strategies | |
| Long-Range Planning | |
| Strategic and Short-Range Planning | |
| Decision-Making | |
| Continuous Improvement | |
| Finanacial Management | |
| Income and Expense | |
| Compensation Plans | |
| Production Plans | |
| Analysis and Action | |
| Organizing and Managing Your Efforts | |
| Prioritizing and Organizing | |
| Time Management | |
| Customer Relations | |
| The Value of Satisfied Customers | |
| Building Basic Communication Skills | |
| Resolving Customer Disputes | |
| Employee Relations | |
| Recruiting and Selection | |
| Motivating Employees | |
| Corrective Discipline | |
| Marketing, Merchandising, and Selling Service | |
| Public Marketing Mediums and Strategies | |
| Point of Purchase Merchandising | |
| Target Marketing to Your Customers | |
| Selling Service in the Shop | |
| The Legal Issues and Responsibilities | |
| Legal Guidelines for Service Operations | |
| OSHA and Workplace Safety | |
| Table of Contents provided by Publisher. All Rights Reserved. |
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