Usually customers have a small tolerance on something that they just bought or have, they will appreciate and adore it so much. But what if something bad happen, like a defect on a product because they not checking the stuff properly before they buy it, or the stuff just broke after once or two times use ?
This is what after sales service have to deal with, they have to deal with a sensitive customers who have a low tolerance and unpatient. They just want to have their stuff to be replace or to be service as fast as possible.
There are 4 tips to improve after sales service :
A. Response Quickly
Customers are unpatient, they want their problem to be solve as soon as possible
B. Listen and Resolve them
Show how flexible you are on resolving the customers problem, adapt and provide answers or suggestion to suit the customer, even if they are not in line with your sales policy. No customers means no business.
C. Have a clear returns policy
Make life easier for your after sales service by clearly detailing your delivery and returns policy in your terms and conditions.
D. Make a gesture of goodwill
If you make a mistake then consider to make a gesture of goodwill, convince them to continue ordering from your website. Take the time to phone or email to apologise. Refund the delivery charge they paid to return their order or a discount vouchers for their next purchase.
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