Service Advising and Management - Couverture souple

LaRosa, Gary

Couverture souple

ISBN 10 : 1284145840 ISBN 13 : 9781284145847

Editeur : Jones and Bartlett Publishers, Inc, 2019

Synopsis

Preview a Sample Chapter now. Service advising is 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. Covers effective communication skills for all phases of the service process, from initial greeting and walk-around inspection to writing the repair order and vehicle re-delivery Reviews basic vehicle operations for working with technicians and explaining issues to customers Explains the importance of inspection-based selling and producing strong service write-ups Emphasizes customer service and verbal communication skills with a focus on active listening, addressing concerns, and eliminating barriers to customer loyalty Puts knowledge into practice with application chapters that enhance write-up and relationship skills Contains real-world "Advisor Tips" and other pedagogical tools to reinforce new knowledge, such as review questions, bulleted takeaways, and key terms for each chapter Service Advising and Management allows service advising students to become an integral part of any automotive shop, building long-term customer relationships and a better customer experience along the way. Service Advising and Management in the CDX Blog: Service advisors have a unique role as both the face of an automotive shop and the link between customers and technicians. Therefore, it makes sense that classroom training for service advisors should have a good balance between...Read More. (c) 2020 212 pages

A propos du livre

À propos de l'auteur

Gary LaRosa is the author of'Service Advising and Management'(CDX Learning Systems, 2018). Repeatedly recognized as a Top 3 Service Advisor at Ford Motor Company, he combines his industry experience with his passion for helping others to provide a service experience that builds customer loyalty and long-term relationships.

Détails de l'édition

• Éditeur: Jones and Bartlett Publishers, Inc
• Date d'édition: 2019
• Langue: anglais
• ISBN 10: 1284145840
• ISBN 13: 9781284145847
• Reliure: Broché
• Nombre de pages: 212
• Coordonnées du fabricant: non disponible
• Personne responsable: non disponible