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After-sales service may seem unimportant for some businesses, but it can be a crucial factor that could plummet a firm or take it sky high. The quality of this service can affect several aspects of a company, including customer satisfaction and even product improvement.
Read on below to learn what makes after-sales service essential and how to improve yours today.
After-sales service is any job a manufacturer, retailer, or third-party provider delivers after a customer purchases a product. It’s not precisely a revenue-generating activity. However, many companies strengthen their after-sales endeavors as part of their marketing efforts. This is because quality after-sales services also mean a caring company.
Improving your after-sales service just as you do with every other aspect of your business is crucial. It can help you present your company as a people-centric firm that wants to ensure convenience for its customers, even after purchase.
Some of the most common demonstrations of after-sales services include:
- Pre-installation services
- User training
- Warranty services
- Return or replacement
- Product upgrade
Offering excellent after-sales services could do a lot for your business. You build a more loyal customer base. You also potentially increase your sales and stand out from your competitors by being more caring to customers.
To achieve those aims, here are some helpful tips on improving your after-sales services:
Customer service is at the frontline of significant inquiries and complaints about your offerings. Your agents must be patient, understanding, and able to get every piece of essential information from your customers. Only in this way can your after-sales team can attend to them better.
With all the vital details, the after-sales team can do preemptive planning on how to approach an upcoming job. This way, customers don’t have to wait long when, for instance, they bring in a product for repair or replacement.
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Add a layer of trust to your business by employing licensed professionals to take care of your after-sales services. For instance, if you’re providing HVAC services, you can have technicians with certifications from the North American Technician Excellence (NATE) program.
NATE is a nonprofit organization that trains technicians through knowledge and experience-based industry-standard tests. If you have technicians with such credentials, you’re increasing your customers’ trust and confidence in getting quality after-sales services.
Additionally, if you allow them to learn new skills or attend more training programs, you’ll also benefit from their newfound knowledge as they apply it to their services. Enhancing your employees’ technological proficiency is also an excellent idea, considering that technology is progressing aggressively. Let your employees learn new tools and practices to improve their efficiency.
Some customers may know how to operate the product, but it’s still best if you train them for good measure. Doing so will ensure that customers get the most out of the item and save them time with figuring out or discovering the new features.
Product training is most effective on physical items, such as smartphones and appliances, where professionals can teach customers how to use them correctly. It also ensures product longevity. This is because professionals will be guiding customers on how to prevent certain issues.
Modern technology will help your technicians and customer service representatives resolve various issues or attend to any needs smoothly. One of the best examples of this is service dispatch software. This software enables technicians to streamline their workflows and communicate with each other better for more organized field service.
Most service dispatch programs include team scheduling, workflow automation for recurring events, dispatch notifications, technician-only calendars, and integrated maps. All of these boost productivity for field technicians so they can accomplish more in a day.
You can also improve your after-sales efforts inside the office. For example, you can use modern techniques like personalized email campaigns to reach out to your customers even after purchase. Offer them after-sales benefits or inform them of upcoming promotions to show you still care for them even after your transaction.
Finally, don’t skimp on the latest physical tools for installation and repairs. Using the latest equipment is also a plus for customers. This is because they’ll see how well-established and competent your after-sales services are.
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Use customers’ opinions to improve your after-sales services. Request customer feedback after every job and use the data you gather to find areas of improvement, whether it’s timeliness, friendliness, or performance.
In addition, don’t discourage your customers from sending complaints. You can learn something from insightful customers with constructive criticisms about your work. Therefore, provide contact information or physical drop boxes where frustrated customers can write to you about their issues with your after-sales services.
After-sales services let entrepreneurs make a mark with customers who are likely to purchase again or make referrals to other potential buyers. Remember to value customer time and opinion and use the latest tools and practices to give your after-sales services a competitive advantage. It might be a simple repair today, but you don’t know how one job may significantly affect your whole company in the future.
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