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Unit 5 - Provide after sales service - Coggle Diagram
Unit 5 - Provide after sales service
Role of after sales service
Enhance customer's experience and create loyalty
After sales follow up
Generate repeat customers
Develop brand loyalty
Ensure customer satisfaction
Types of after sales support
Help desk
Point of contact for customers regarding issues related to products / services
Technical Support
Requires a high level of technical expertise beyond capabilities of help desk
Customer support
Automated customer service
Others
User Training
Warranty
Returns / Replacements
After sales follow up
Common after sales
Not keeping promises
Poor customer service
Poor attitude of staff
Ways to handle after sales customer complaints
Listen to their feedback / complains
Never argue
Do not make excuses
Key considerations when handling after sales service
Making realistic commitments and seeing them through
Balancing customer and org needs