After-sales service assists a customer after a purchase.
After-sales is the service provided to the buyer of a product in the weeks or months following the purchase made. In this way, the manufacturer of said product or its seller assists the buyer in its use or can even repair any failures.
For example: “If you purchase this printer, we offer you after-sales service that includes training and maintenance for six months,” “My brother works in the after-sales area of a technology company,” “I am going to contact the company to request after-sales assistance.”
The etymological origin of post-sale (also mentioned as post-sale ) is found in Latin, which is the result of the sum of two different parts: the prefix post- , which is equivalent to “after” , and vendita , which can be translated as “the action and effect of selling something.”
After-sales recommendations
Companies that wish to launch an after-sales service, in favor of their image and, of course, in favor of their customers, it is important that they follow a series of recommendations in this regard:
- You should never neglect a person who has already made a purchase; that is, to those who are already clients.
- It is interesting that a follow-up is carried out. This means that at the time you have purchased one of the items, you are asked about your satisfaction with it.
- Of course, it is necessary and essential that the employees of this customer service department are polite, show empathy, have the ability to calm their nerves, have the resolution capacity to resolve incidents, have the ability to listen and remain calm.
After-sales service aims to increase buyer satisfaction.
The goal
The objective of after-sales is to establish a commitment with the customer that transcends the moment of purchase. The company that offers the service, in this way, tries to bring confidence to the buyer, supporting their decision with assistance that can be channeled in various ways.
After-sales, of course, also constitute an additional commercial alternative for the company, which can charge for the service.
After-sales examples
There are many companies that offer this service or after-sales care. Thus, for example, in Spain , the railway company Renfe has a proposal of this type. In your case, the objective is to serve those people who have traveled on those trains or who have bought tickets to do so. Thus, the professionals of that department will be able to address your complaints or try to solve any incidents that may have occurred.
One of the services most frequently included in after-sales is training or training . This type of practice is common in software companies that market certain systems. Suppose a small business decides to install a management accounting system. To help your employees learn how to use it, you can hire the software developer's after-sales service, which includes several classes that teach how to use it.
After-sales, in other cases, constitutes maintenance of the facilities or machinery sold. In this way, the user ensures the proper functioning of what they purchased.