Automotive service management series.
By: Mitch Schneider.
Publisher: Thomson/Delmar Learning
Published: 2003
Place of publication: Clifton Park, NY
Language: eng
Number of pages: 120
Subjects: Service stations -- Management; Customer relations
Other titles: Total customer relationship management
Notes: Cover title.

Includes bibliographical references (p. 119).
Table of contents: title: A little bit about customer relations; title: A vision for the future; title: Understanding our relationship with the consumer; title: Customer relations "the customer suite"; title: Integrity based sales; title: The value equation; title: The customer suite; title: Measures of service quality; title: Understanding the customer; title: Customer loyalty; title: Customer satisfaction; title: Achieving customer satisfaction; title: Customer loyalties : is satisfaction enough?; title: Customer retention.