After sales services include set of activities that starts after selling of product or service. It is a periodic or as-required maintenance or repair of equipment by its manufacturer or supplier, during and after a warranty period. After sales service is an important part of non price competition often found in Oligopoly (small group of firms). It is be a way to encourage people to buy the product in the first place; it can be used to justify a higher price for the good.
After Sales Services – Key Elements
Six Steps to Remarkable Service & Customer Satisfaction
- Connect with your customer: Establish rapport and begin a relationship with your customer.
- Discover what they want: Asking pertinent questions and paying attention to the answers.
- Know what you can do: Choosing the customers who best fit what you can do well by knowing what you do best.
- Do it: Execute well convert your customer's wants into actions you can measure.
- Follow-up: Plan a follow-up contact & do it consistently.
- Thank them: Make sure they know you are grateful for their business.
After Sales Service Key to Customer Retention
As per the findings of the American Express Customer Service Barometer, 76 per cent of Indian consumers are ready to shell out 11 per cent more for excellent customer service. In fact, 67 per cent of consumers have paid more for a product or a service of a company with a good history of customer service.
Moreover, 86 per cent of the consumers are ready to give a second chance to companies with a good track record even after a poor experience. While the buying decisions of 89 per cent of Indian consumers are influenced by convenience and 90 per cent of them attach importance to value-for-money propositions, the majority of consumers (90 per cent) make their purchases based on the quality of customer service.
The American Express Customer Service Barometer is a survey conducted in India and eleven other countries exploring attitudes and preferences toward customer service.
Approximately 65 per cent of Indian consumers share the belief that companies have increased their focus on providing good customer service, compared to 49 per cent in Japan, 47 per cent in Mexico and 37 per cent in America, which seems to reflect the corporate mindset to retain customers as well.
If the company is successful in satisfying its customers in terms of service, it gets the benefit of word-of-mouth publicity. About 95 per cent of consumers give positive reviews about companies in case of good service in contrast to 77 per cent who speak negatively after a poor experience.