(eBook PDF) Service Advising and Management (Cdx Learning Systems) – Digital Ebook – Instant Delivery Download
Product details:
- ISBN-10 : 1284145840
- ISBN-13 : 978-1284145847
- Author: Gary LaRosa
Service advisors are an essential component of any service-oriented automotive shop. In ‘Service Advising and Management’, students gain the communication, customer service, and automotive knowledge they need to balance competing demands from customers, technicians, and shop management to become successful service advisors.
Table contents:
Chapter 1 Inspection-Based Service
Chapter 2 Vehicle Operations and Communication with Technicians
Chapter 3 Phone Communication Skills
Chapter 4 Customer Arrival and Drop-off
Chapter 5 Service Process
Chapter 6 Selling the Service
Chapter 7 Delivery and Follow-Up
Chapter 8 Communication with Service Customers
Chapter 9 Warranty Essentials
Chapter 10 Service Write-up Skills
Chapter 11 Service Relationship Skills
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