To begin with, we must clarify that although not all professional areas need a department, they all carry out post-sales work to a greater or lesser extent. If we take the step of creating an independent and organized body, we will have to consider a series of criteria.
The key is in the client
We need to differentiate between the product or canadian biotechnology email list service that causes the incident and the customer who suffers from it . An after-sales service must try to solve the problems that arise by carrying out a loyalty task and taking the customer into account.
A fixed error does not guarantee customer satisfaction and it can be a very difficult problem to manage in the long run, so the key is to create procedures to solve the problem, but also to treat the customer correctly. Likewise, we must establish control mechanisms over the work of the technicians and over the resolution of incidents.
With our eyes set on our clients, we will realise that their typology will determine the type of after-sales service we have to structure. An industrial client is not the same as a private client, just as providing service to a café is not the same as providing service to a tax advisor.
Procedures and channels
An after-sales department usually faces two types of incidents: those that are routine and those that are one-off or extraordinary. For the former, we must establish procedures to speed up their resolution (without forgetting to communicate known problems to those in charge of making the product or service), but we cannot ignore the latter.
