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UNIT 5 : PROVIDE AFTER SALES SERVICE - Coggle Diagram
UNIT 5 : PROVIDE AFTER SALES SERVICE
WHAT IS AFTER SALES FOLLOW UP ?
It is a service that is provided after a product/service has been sold
Can generate repeat customers, develop brand loyalty among customers and ensure satisfaction
TYPES OF AFTER SALES SUPPORT
USER TRAINING
In the case of industrial machinery, it is very important
WARRANTY
The most common type of after sales service provided warranty services include repairing and replacement of selected parts for a limited time
PRE - INSTALLATION SERVICES
Providing free pre - installation in one of the after - sales services
RETURN/REPLACEMENT
For a limited period of time, companies provide free replacement of product in case of any queries. This is only with certain terms and conditions. In some cases, replacement may be the entire device or only defective parts.
CUSTOMER SUPPORT
Act of providing answers, help and guidance for your customers while they are using your product/service
POOR PRODUCT OR SERVICE
Customers would complain if the product breaks is faulty or is of poor quality
TECHNICAL SUPPORT/ HELP DESK
Help desk is the point of contact for customers regarding any issue related to its product/services
Technical support focuses on helping customers on technical matters and problems
AUTOMATED CUSTOMER SERVICE
Is a method of customer support that is provided by an automated system such as a help centre, chatbot or other artificial intelligence
COMMON AFTER SALES COMPLAINTS
POOR CUSTOMER SERVICE
Happens when customers are kept waiting for a long time and their issues are not solved
POOR ATTITUDE OF SELF
Staff that are rude may become a reason for complaint
NOT KEEPING PROMISES
It may lead to multiple complaints, distrust and switching to competitors
WAYS TO HANDLE AFTER SALES CUSTOMER COMPLAINTS
Listening while customer is making/giving feedback
Dealing with problems in an unbiased manner
Never argue
Always show empathy and try to see things from customers view
KEY CONSIDERATION WHEN HANDLING AFTER SALES SERVICE
Making realistic commitments and seeing them through
Balancing customer needs and organisational needs