Automotive Service Management: Total Customer

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

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

What is included with this book?

The New copy of this book will include any supplemental materials advertised. Please check the title of the book to determine if it should include any access cards, study guides, lab manuals, CDs, etc.

The Used, Rental and eBook copies of this book are not guaranteed to include any supplemental materials. Typically, only the book itself is included. This is true even if the title states it includes any access cards, study guides, lab manuals, CDs, etc.

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Automotive Service Management: Total Customer Relationship Management

Summary

Table of Contents

Supplemental Materials