Automotive aftersales services

Report(1)

Student Name: mohamed osama khalil

Student ID: 1901261

Introduction
The world is progressing at an exponential rate where a single decision can decide a company’s
future or downfall. Companies that aren’t progressing along are failing because of the sudden
upheaval caused by social media or the internet where a company’s image matters more than
their product itself. This small guide aftersales management is meant to offer information that
you might need to know.

Definition of Aftersales Management

54% of social browsers use social media to research products and figure out whether they should
buy a potential item or not.

A company’s value and success matter not only the outcome of its sales but customer retention
as well. A product can be manufactured or procured by various companies, but what sets it apart
is the quality and the services provided to the customer who bought it. That’s how companies
thrive nowadays.

A brief history
During the last 30 years, the companies have stopped pushing the product and started focusing
on the value that it provides to the customers. It was all necessary because the people stopped
demanding. After all, a similar product could be found with different branding or company at in
much cheaper rate.

The companies started offering various promotions where they could provide spare parts, repairs,
exchange offers, technical support, upgrades, and various other things. All of this led to the term
‘Aftersales Management’ starting to be widely used. It refers to the services the company
provides to the customers after the sale of a product.

Role of aftersales management

The Aftersales Management’s work is to look towards the smooth procedure after the sale of a
certain product in their business. From the Sales Department to the Service Organization and
then finally to its customers, all of the management as soon as the sale has been completed falls
under the jurisdiction of the aftersales management department. 89% of customers report
that they are more likely to make another purchase after a positive customer service experience.

Their role is overseeing the customer relations and product quality and thus enhancing the
company’s overall performance and value. It is indeed a dependable source where long-lasting
customer relations and after services help with the growth of the company and ensure its
profitability in the long run.

Why is it necessary?
To be successful and compete with the other companies in the global market, a company must
provide an advantage where the consumer sees it.

Improving quality, decreasing price, availability of the product and finally the most important of
them all, customer satisfaction and making sure that they stay loyal to the company. These things
are why the Aftersales Management is vital. These days what matters to a company is the
positive reviews about its product from its consumers.

Positive feedback from a single customer can go a long way where it will attract others and those
others will attract more. This cycle ultimately leads to the company’s growth both in sales and
popularity. The loyal customer will also start believing in the company and will always promote
the brand to others, whether it be subconsciously or through their goodwill.

Is aftersales management bad for your business?

As with everything in a business, if something isn’t implemented properly, it will adversely
affect the working of the business. Many customers don’t like companies collecting data, even if
it is for the optimization of the delivery of business services. Similarly, some customers hate
when the business reaches out to customers without their volition.

In these unique, but still equally common cases, the aftersales department has to figure out the
best course of action. If they are unable to satisfy such sort of customers, aftersales management
may be the undoing of the business. This is why it is not for everyone, but all businesses that are
confident they can communicate effectively with their customers should have an aftersales
management department.

What can a company do to retain its customers?

A company can take the necessary steps to ensure customer satisfaction is up to the mark.

 Feedback – the company should get in contact with a customer, inquire about the
product that has been sold, get their opinion on what to improve, keep in touch afterward
& offer occasional discounts to keep the customer engaged, solve problems for the
customer should they arise in a limited warranty period and finally be able to treat both
returning and new customers the same way.
 Internal affairs – The Aftersales Management should have a separate department, where
it is not directly influenced by the shareholders but by the customers it serves. The
company should train its employees to handle all kinds of customers. The staff should
always prioritize the customer, making sure that they have understood their problem and
have a solution as well. Customer Relations should be the highest priority.
 Communication – Communication needs to become a constant inside a company. There
should be a level of consistency, which is usually overlooked. This leads to the blame
being thrown up on the Aftersales Department. Necessary contacts within and out of the
company should be provided in case of any discrepancies while handling a certain
product.
  Satisfaction – Customer satisfaction should be the goal regardless of the profit/loss of the
company.

How to mitigate after-sale problems

For such kinds of steps, many companies nowadays have started various call centers to help
mitigate the problems which rises with the product after a customer has taken it home. The call
center is a part of Aftersales Management where they take care of the problems of the customer
by ensuring contact with the relevant department.

For example, if a customer has a problem with the part being mishandled by the courier service,
the company is liable to check whether or not the company itself is the reason for the bad
experience. If so, the company should do everything in its power to mitigate these problems.
This is called the mitigation of after-sale problems. Aftersales management should cover this.

Here are a few ways on how to mitigate after-sale problems:

 Inquire – Take feedback and check thoroughly on what the problem is with your
product. Figure out properly whether the problem is because of the mishandling of the
product or a manufacturing defect. Be as detailed in your approach as possible.
 Rewarding customers – if a problem is found, apologize and reward customers who
were able to find problems in your product. More customers are likely to buy from
companies that seem more humanlike instead of corporeal. Accepting mistakes is a step
in the right direction.
 Problem-solving – Solve the problem, if it was ever found, to ensure that the customer
doesn’t get the chance to complain again. Because you are expending money to reward
customers, you will, either way, be forced to take a step in the right direction.
 Test & inquire – After you have provided a solution for after-sale problems, test whether
the provided solution is viable for the customer or not. Inquire customers and incentivize
them to test & report back to you.

9 types of after-sales service

Some examples of after-sales service provided by a company to its customers include:

1. Warranty information

If a product purchased includes warranty coverage, the seller might send the buyer information
about the warranty. They might also offer details about how to register the product, if needed,
and where to go for support during the warranty period. Some companies continue to follow up
with customers who haven't yet registered their products.

2. Product or service training

Providing product or service training after the purchase is another type of after-sales service. For
example, a software company might reach out to the client to schedule training or provide a link
to online training that can help the user become familiar with the program and its features.
Electronic device sellers might send tutorials that outline how to use the device purchased.
Customizing this messaging based on what the buyer purchased can make it more useful to the
recipient.

3. Repair or upgrade offers

A company might send information about repairs or upgrade options to its customers. An
example of this type of messaging might come from a wireless phone provider who outlines how
the customer can upgrade their device based on their service plan and eligibility. In the same
example, the provider might also offer information about how to request a repair on a damaged
device.

4. Request for review

Online reviews are highly beneficial to companies of all sizes and across all industries. Many
people use reviews to learn more about a product or service, and what others say about the brand
may impact whether an individual chooses to buy from that company or not. Asking customers
to leave online reviews is another form of after-sales service that can benefit the company.

5. Return and exchange policy details

If a customer needs to return or exchange a product they purchased, having information about the
policy for doing so can be helpful. A brand might email all customers with details about the
return and exchange policy to avoid questions or issues in the future as well. This type of
messaging typically outlines the process for returning or exchanging an item, including how long
the buyer has to return merchandise and what they will receive in return.

6. Automated support resources

Receiving support resources from a company can help a customer feel that the organization cares
about them and their needs. This type of messaging is also useful when a customer struggles with
their purchase and may not know where to turn to get support. Your company might choose to
use this after-sales service option if you sell a product that has underutilized features or a steep
learning curve.
7. Coupon or digital code

When a brand wants to encourage its customers to become repeat customers, they might provide
a coupon or discount code for a future purchase. Sending a discount in appreciation for the
purchase may also encourage the customer to share the opportunity to buy at a lower price with a
friend or family member, which increases the word-of-mouth marketing for the brand. Extending
a coupon even for a small percentage off of a purchase can start the lifecycle of the sale over
again with a customer.

8. Survey

If a business wants to know how its customers feel about the buying process and what they
purchased, they might send a survey for the client to complete. Some buyers only complete a
survey if they receive something in return, like a free gift or a coupon code to use toward a
purchase. Sending a survey to every customer can help a company garner valuable feedback that
they can use to change their processes and improve the overall experience.

9. Holiday or birthday messages

Holidays and birthdays are great times to rekindle relationships with customers. Sending a
friendly holiday greeting can encourage a previous customer to make another purchase, as it puts
the brand back into their mind. A birthday card can brighten someone's day, especially if it's
from a company they like and trust. Some companies offer something extra for their customers'
birthdays, like a personalized discount code or a coupon for a free item or service.