The service director needs to poses a wide range of skills, including ________.
A) A working understanding of all of the different departments under his control
B) Being a highly skilled diagnostic technician
C) Ability to handle the most difficult customer and employee concerns
D) Both B and C
E) Both A and C
Question 2
Every service shop should have someone responsible for customer satisfaction follow-up contacts because ________.
A) Customers usually tell you when they are not happy with their repairs or their bill.
B) You need to be sure that most of your customers are not satisfied.
C) You have got to have some sort of job in the shop for the owner's son to do.
D) Customers usually will not tell you if they are unhappy, they just go somewhere else and tell their friends.
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