TY - BOOK ID - 131497536 TI - Service management made simple : increasing profits, productivity and customer retention PY - 2012 SN - 9781466214422 PB - Place of publication unknown Automotive Aftermarket Training, Inc. DB - UniCat KW - Motorcars engineering KW - onderhoudsmanagement KW - Toyota (auto's) KW - ondernemingsstrategieën KW - klantendienst KW - klantentevredenheid KW - auto's UR - https://www.unicat.be/uniCat?func=search&query=sysid:131497536 AB - Written by an automotive industry expert and former Toyota business consultant, this book is for automotive repair shop owners and managers who want to grow their business, improve customer retention, and increase profitability. Service Management Made Simple delivers easy-to-implement industry best practices in an easy-to-read format. Creating an extraordinary customer service experience, improving customer satisfaction, hiring and retaining quality employees, shop equipment, and financial analysis are covered in detail. Useful tools and references are included in the Appendix. ER -