Automotive Service Management: Total Customer Relationship Management

by Schneider, Mitch

• ISBN13: 9781401826574
• ISBN10: 1401826571
• Format: Paperback
• Copyright: 2002-12-06
• Publisher: Cengage Learning

Summary

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 automoti

Table of Contents

Preface	vii
Acknowledgements	ix
Introduction	xi
A Little Bit About Customer Relations	1	(6)
What Is Customer Relations?	1	(3)
Summary	4	(3)
A Vision For The Future	7	(8)
Mission Statement	7	(6)
Summary	13	(2)
Understanding Our Relationship With The Consumer	15	(8)
What Do You And I Sell?	15	(3)
Trust	18	(3)
Summary	21	(2)
Customer Relations	23	(10)
What Is The Purpose Of Business?	23	(2)
What The Customer Has No Right To Expect	25	(1)
Managing Expectations	25	(6)
Summary	31	(2)
Integrity-Based Sales	33	(4)
What is Best for the Customer?	33	(1)
Sales	34	(1)
Balance	34	(1)
Summary	34	(3)
The Value Equation	37	(6)
How Does The Value Equation Work?	37	(3)
Summary	40	(3)
Customer Satisfaction	43	(10)
Our Relationship With The Consumer	43	(1)
Customer Satisfaction	44	(2)
A High-Demand Industry	46	(1)
A New Age	46	(1)
Achieving Customer Satisfaction	47	(4)
Summary	51	(2)
Ten Measures Of Service Quality	53	(6)
Service Quality	53	(2)
Understanding The Customer	55	(1)
Summary	56	(3)
Understanding The Customer	59	(4)
The Final Component	59	(1)
Measuring Customer Satisfaction	59	(2)
Is Customer Satisfaction Really the Goal?	61	(1)
Loyal And Lifetime Customers	61	(1)
Summary	61	(2)
Customer Loyalty	63	(4)
Reasons For Customer Loyalty	63	(1)
Summary	64	(3)
Customer Satisfaction	67	(26)
How Do You Achieve Customer Satisfaction?	68	(1)
Ten Steps For Achieving Customer Satisfaction	69	(17)
Summary	86	(3)
Achieving Customer Satisfaction
Continuous Improvement	89	(2)
Summary	91	(2)
Customer Loyalty: Is Satisfaction Enough?	93	(10)
Why Have Loyal And Lifetime Customers?	93	(1)
The Myth	94	(1)
Limited Loyalty	94	(1)
Increasing Customer Loyalty	94	(6)
Summary	100	(3)
Customer Retention	1	(3)
Why We Are In Business	103	(1)
Increasing Market Share	104	(1)
Customer-Driven Marketing	105	(1)
Human Behavior	105	(1)
Higher-Level Marketing	106	(2)
Data Intimacy	108	(1)
Increasing Customer Loyalty	109	(2)
Summary	111	(2)
Conclusion
More To Come	113