After-sales service department

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The range of services provided to the consumer at the time of sale of goods may vary, but they are all conventionally divided into:

for pre-sale;

aftermarket.

Pre-sale service is always free of charge and is designed to make the purchase process easier for the buyer. During pre-sale service, the customer is shown the product, the rules for its use armenia mobile phone numbers database are explained, and any questions that may arise are answered. The quality of these procedures largely determines whether the sale will be made or not.

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After-sales service is provided to the buyer from the moment of sale of the goods until the end of their service life. Some services are provided free of charge, and some are on a paid basis, and they include the following types of work:

delivery, installation and preparation of goods for operation;

training the buyer in the rules of handling the product;

sale of additional devices and accessories;

warranty and post-warranty service;

supply of spare parts, additional devices and accessories;

provision of similar goods from the replacement fund for the period of repair of the failed one and other services.

The after-sales service department is one of the key divisions of any trade organization. A specialist in organizing after-sales service and maintenance must be well trained. Interaction with consumers after the sale helps to increase their trust, increase the customer life cycle (LTV) and receive feedback on the quality of the product.

Modern means of communication allow us to improve the quality of after-sales service without significant additional costs, for example, by creating automatic email newsletters or SMS notifications, developing bonus programs and special offers.

In addition, well-established service is an important tool for attracting new customers and an additional source of profit for the enterprise.

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Depending on the audience the company's product is aimed at, the approach to customer service also differs:

customer service for mass-market goods is focused on repair services and bonus programs ;

In narrower market niches, an individual approach and personal communication with the client are highly valued .

A high level of service means that the buyer has received the product or service, assessed its quality and was able to determine to what extent the purchase meets his expectations. Only if the declared characteristics and quality of the product meet the buyer's requirements, we get loyal customers and an increase in repeat sales.