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The redesign was successful, with average lead times for one product line falling 70% and potential shop capacity increasing through the use of redundant equipment in the second overflow line. Even though service departments generally excel at fixing the vehicles they sell, many are discovering competitive weakness in all aspects of their customer interactions, including answering the telephone effectively, coordinating outbound marketing campaigns, accurately managing shop capacity and providing excellent in-store customer service. Even though service departments generally excel at fixing the vehicles they sell, many discover competitive weakness in all aspects of their customer interactions, including answering the telephone effectively, coordinating outbound marketing campaigns, accurately managing shop capacity and providing excellent in-store customer service. |
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