The availability of the OEM service information Web sites provides automotive service professionals with a new resource for service, repair and diagnostic information. The course begins with an exploration of several OEM service information Web sites. This interactive session will allow you to examine site content and functionality.

Shop owners and managers will quickly realize that the availability of this information will enhance a technician's ability to perform diagnosis and repairs. If not prepared to manage these resources, the potential profits from more efficient repairs will be lost. Leave this class with a plan to implement the systems and processes necessary to effectively manage these resources.

Bill Haas, AAM 6 credits; 3-hour course Specialty:

Historically, independent automotive repair shops have provided the repair and maintenance needs for the vast majority of vehicle owners. Providing a superior level of customer satisfaction led to building customer loyalty. Today, while delivering that same high level of service, shops are challenged to attract and retain customers.

Automobile manufacturers and dealerships are attempting to be a significant influence on when and where vehicle owners have service performed. This seminar will provide automotive service professionals with an understanding of how the increased warranty periods, reduced labor times and conflicting maintenance schedules on new vehicles are impacting the industry. Consumers are confused and customer loyalty can no longer be taken for granted.

Bill Haas, AAM 5 credits; 2.5-hour course Specialty: