Organized by Date

2007

• Vol 1, No 1, January 2007 - Time is Money, Part 1 - Tracking Time
• Vol 1, No 2, February 2007 - Time is Money, Part 2 - Big Deal If My Tracking Isn't Accurate!
• Vol 1, No 3, March 2007 - Increasing Service Advisor Sales While Maintaining Customer Loyalty and Trust
• Vol 1, No 4, April 2007 - Helping Customers Feel Safe Buying Needed Services
• Vol 1, No 5, May 2007 - Some Ideas to Enhance the Marketing of Your Service Department
• Vol 1, No 6, June 2007 - Employee Performance - It's All about Confidence and Self-Esteem
• Vol 1, No 7, July 2007 - Quit Losing Money Over Quality Issues, Part 1: Introduction
• Vol 1, No 8, August 2007 - Quit Losing Money Over Quality Issues, Part 2: Whose Job is Quality?
• Vol 1, No 9, September 2007 - Quit Losing Money Over Quality Issues, Part 3: The Cost of Repeat Repairs and Poor Customer Handling
• Vol 1, No 10, October 2007 - Quit Losing Money Over Quality Issues, Part 4: Tracking and Analyzing Repeat Repairs
• Vol 1, No 11, November 2007 - Quit Losing Money Over Quality Issues, Part 5: Tracking and Analyzing Customer Handling Situations, Quality Improvement Meetings
• Vol 1, No 12, December 2007 - Managing the Points of Customer Contact

2008

• Vol 2, No 1, January 2008 - The Difference Between Training and Education
• Vol 2, No 2, February 2008 - Reviewing Service Delivery Fundamentals

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