{"version":"1.2.0","chapters":[{"startTime":0,"endTime":92},{"startTime":92,"endTime":238,"title":"The Information & Time Dilemma"},{"startTime":238,"endTime":445,"title":"Real-World Workshop Stories"},{"startTime":445,"endTime":518,"title":"Technicians vs. Service Advisors: The Language Gap"},{"startTime":518,"endTime":645,"title":"Defining Quality Information"},{"startTime":645,"endTime":816,"title":"Customer Communication Challenges"},{"startTime":816,"endTime":920,"title":"Menus, Surveys, and Capturing the Customer’s Voice"},{"startTime":920,"endTime":1092,"title":"Time Management & Environmental Factors "},{"startTime":1092,"endTime":1174,"title":"The Role of Professionalism and Leadership"},{"startTime":1174,"endTime":1243,"title":"Testing Assumptions & Emotional Factors "},{"startTime":1243,"endTime":1293.923,"title":"Shared Responsibility & Workshop Culture"}]}