After Sales Service / Customer Service

James Chen, CMT is an expert trader, investment adviser, và global market strategist. He has authored books on technical analysis & foreign exchange trading published by John Wiley và Sons and served as a guest expert on CNBC, BloombergTV, Forbes, and Reuters aước ao other financial truyền thông." data-inline-tooltip="true">James Chen
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James Chen, CMT is an expert trader, investment adviser, và global market strategist. He has authored books on technical analysis & foreign exchange trading published by John Wiley và Sons & served as a guest expert on CNBC, BloombergTV, Forbes, and Reuters aao ước other financial media.

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What Is After-Sales Service Support?

After-sales tư vấn, sometimes called after-sales service, is any service provided after a customer has purchased a hàng hóa. After-sales tư vấn may be provided by a retailer, manufacturer, or a third-tiệc nhỏ customer service or training provider. Typically, examples of after-sales service include support regarding warranty service, training, or repair & upgrades. After-sales tư vấn may also be considered to be part of a company"s overall kinh doanh strategy. Some customers might seek out a company’s products based on its after-sales service, for example, Best Buy Co.’s Geek Squad or Apple Inc."s Apple Care.


After-sales service is any tư vấn provided to lớn a customer after the product or service has already been purchased.Companies use after-sales support as a business strategy as it typically leads to higher customer satisfaction, brand loyalty, & even word-of-mouth-kinh doanh.Examples of after-sales service include warranty service, training, or repair for a sản phẩm.

Understanding After-Sales Service Support

After-sales tư vấn helps ensure that a customer gets as much use & value as possible out of their purchase. This may entail training on existing features or education about new uses or capabilities. The business reasoning behind after-sales tư vấn is that it can contribute khổng lồ br& loyalty & repeat sales; happier customers tend lớn create repeat customers. Good after-sales services can also result in positive sầu word-of-mouth for a company. Poor after-sales support can prevent companies from achieving a good customer satisfaction record và therefore growth.


After-Sales Support Examples

Some examples of after-sales services include companies helping with the installation process (such as computer software), maintaining products through free or discounted service (oil changes included with purchase of a new car or via a paid-for service plan), or having a clear exchange and return policy & providing a customer service number. Some other examples include:


Help Desk và Technical Support Services

Such after-sales support may come không lấy phí with the purchase of an tác phẩm and may also be sold as part of a more comprehensive service plan, such as how Best Buy Co. sells Geek Squad computer-related service plans. Service offered through a help or tư vấn desk may include technical assistance for personal computers, mobile phones, software, machinery and a variety of other products.

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Real-Time Online Support

Real-time online tư vấn includes gmail, chat, forums, and a social truyền thông media interface (& monitoring) that assists in responding to public complaints và criticisms. This may include handling returns or repairs.


Automated Customer Service Lines

Automated customer service lines can give advice and solutions lớn frequent or even more complex issues & questions. Typically, rather than employing more human customer service representatives, automated responses và bots allow customers lớn easily access support at any time, either by phone or online.


Automated Support Resources

This may include easily-accessible online solutions that involve forums where customers may interact with other users or experts, post questions, or tìm kiếm for answers.


After-Sales Support Best Practices

Customers who have sầu a bad experience with a hàng hóa have sầu more venues than ever khổng lồ publicly complain. As such, companies should be proactive sầu in reaching out to lớn customers after a purchase is made to ensure that their experience is as good as it can be. Reaching customers early can avoid sản phẩm returns và public complaints, which can lead khổng lồ negative public perceptions. Such interaction should be ongoing, as well, & give sầu customers the opportunity to lớn revalidate their decision to lớn buy a product. Companies should also make it easy for happy customers lớn giới thiệu their experiences with their products, such as providing the opportunity to lớn post nhận xét, ideas & stories on social media.