What Is an After-Sales Service?

After-sales service is all kinds of service activities provided after the goods are sold. From the perspective of sales, after-sales service itself is also a means of promotion. In the tracking and follow-up phase, the sales staff must take various forms of cooperation steps to improve the credibility of the company through after-sales service, expand the market share of the product, and improve the efficiency and profit of the sales work.

After sales service

After-sales service is the most important part of after-sales. After-sales service has become an element for enterprises to maintain or expand market share (such as Shuda, Tmall, Jingdong, etc.). The quality of after-sales service can affect consumer satisfaction. At the time of purchase, relevant provisions such as the warranty and after-sales service of the product can enable customers to get rid of their doubts and swings and make up their mind to purchase the product. High-quality after-sales service can be regarded as the product of the brand economy. In a fiercely competitive society, with the increase of consumer rights awareness and changes in consumer concepts, consumers no longer focus only on the product itself. Under similar circumstances, they are more willing to choose these companies with quality after-sales service.

Objectively speaking, high-quality after-sales service is the product of brand economy, and the after-sales service of brand-name products is often better than miscellaneous products. The price of brand-name products is generally higher than miscellaneous brands, on the one hand based on product cost and quality, but also because after-sales service costs have been considered in the sales strategy of brand-name products.

1. Install and debug products for consumers;

From

Listen patiently

Listen patiently to what customers say. If most people hear the other person repeat the topic, they will inevitably want to stop the other person, so they say "I

Applying online information-based after-sales service tools enables enterprises to clarify after-sales service management, convert support requests submitted by customers into recordable work orders, and submit them to support service personnel, so that internal service personnel can perform targeted acceptance and service, and According to the actual situation, the support request is assigned and assigned, so that all customer service requests will not be overlooked, which reflects the professional and clear management of the company's after-sales service.

Customize business processes and meet the general process of corporate after-sales service, so that all after-sales support services are accepted, assigned and managed to follow this process, reflecting standardized services, and greatly reducing the cost of manual operations and human resources, reflecting the after-sales service tools Advancement in support services.

Unify service goals and facilitate querying and tracking

Use SLA service goals to unify service goals, so that all after-sales support services obey the set goals, so that any customer's after-sales service requests can be completed at specific times and under specific circumstances, and for different levels of customers Or user groups provide different levels of after-sales service, reflecting the standardization of services.

All customer after-sales service requests are converted into service work orders for processing and archiving, and are archived and processed with transactions and events to facilitate future inquiries, tracking and follow-up, to avoid any improper service caused by negligence of personnel or space To improve management and service quality.

The after-sales service tool's satisfaction evaluation and statistical analysis function is very good to record the customer's evaluation and evaluation of each after-sales service, which is convenient for enterprises to record the effect of each after-sales service and effectively record the service content and service process.

Through powerful statistics and analysis functions, it is very good to grasp the performance of customer service personnel and the trend of customer satisfaction evaluation, so that companies can effectively respond to after-sales service and improve and improve service quality.