This course provides a view of the expansive opportunity automotive service providers have in today's vehicle service market. It examines customer value, vehicle revenue value, repea/loyal customer development, and service writer positioning and key stepping-stones to a customer retention and development program for a service center. The course covers theories regarding customer loyalty and provides tangible and practical workbook exercises that participants use to see the value of customer loyalty and repeat business.

Approval Date: 04/04

Walt Samuelson 6 credits; 3-hour course Specialty: