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NAGASA Publishes Dealer Service Yearbook: Techniques
to Enhance Service Department Productivity and Profitability
Washington, DC, December 27, 1999: The North American Graphic Arts Suppliers
Association (NAGASA) announced publication of White Paper No. 13 entitled
Dealer Service Yearbook: Techniques to Enhance Service Department Productivity
and Profitability. Written by dealer service expert Mike Stoll, the document
was created to provide dealer owners, branch managers, service department
managers, technicians, and others with insights about ways to foster and
maintain superior and profitable dealer service.
Dealer Service Yearbook: Techniques to Enhance Service Department Productivity and Profitability is a 36 page saddle-stitched self-cover document measuring 5 1/2" x 8 1/2". Stoll writes about four topic areas:
- "Customer Service in the Service Department" encompasses topics such as measuring service levels, attitude/behaviors, what to do with angry customers, bringing back customers, and how employees are interacting with customers;
- "Making Service Productive" discusses areas such as marketing, image, and support;
- "Pricing Service Contracts" walks readers through a methodology to determine costs;
- "Mike’s Magic Service Formula" describes ratios that owners can use to manage service department operations.
The document concludes with thoughts on lessons learned at NAGASA’s Forum conference, the channel’s annual event devoted to distribution topics.
The first copy of Dealer Service Yearbook: Techniques to Enhance Service Department Productivity and Profitability is available without charge on request to NAGASA members. Copies cost $15.00 each, with NAGASA members able to purchase additional copies at $5.00 each. Fees include shipping via UPS or USPS. A surcharge will be applied for shipments outside of the U.S., Canada, and Mexico and for overnight shipping. Contact NAGASA for information or to order copies.
The North American Graphic Arts Suppliers Association (NAGASA) is the world¹s largest association devoted to the needs of dealers, distributors, value-added resellers, and manufacturers who sell through these organizations. NAGASA and its member network represent more than $4.5 billion of traditional and digital equipment and supplies within the total $6 billion printing and imaging channel marketplace. With hundreds of member firms, NAGASA is dedicated to advancing the channel as the source of value added quality products and services for customers.