The Service Consultant: Working in an Automotive Facility

Book Description
This book examines the multi-faceted responsibilities of an automotive service consultant. It outlines task-oriented procedures for day-to day operations and provides an understanding of how service techniques are used to maximize customer satisfaction and profitability. Content follows the tasks identified by ASE for Automotive Service Consultant (C1). ASE terminology is used throughout to describe the people and businesses servicing the driving public. Coverage examines communications specific to customer relations and sales as well as internal communications, relations, and supervision. Customer delivery and follow up round out this thorough exploration of the functions of a successful automotive service consultant.

About the Author
Ron Garner, Ph.D. is an Associate Professor of Automotive Technology in the Division of Transportation Technology at the Pennsylvania College of Technology an affiliate of The Pennsylvania State University.


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This book examines the responsibilities and procedures associated with the multi-faceted role of an automotive service consultant. It provides an understanding of how service techniques are used to maximize customer satisfaction and profitability. Content follows the tasks identified by ASE for Automotive Service Consultant (C1), and 'Case Studies' focusing on people who own and manage service facilities help readers identify with the concepts presented. ASE terminology is used throughout to describe the people and businesses servicing the driving public, with coverage that examines communications specific to customer relations and sales, as well as internal communication, relations, and supervision. Customer delivery and follow-up round out this thorough exploration into the functions of a successful service consultant.


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