Necessity and Effectiveness of After Sales Services
After-sales services: A rising revenue model?
Posted On May 16th, 2009
By Srabani Sen
When Sinee Electronics shifted base from Thane to Delhi, it installed 16 UPS and four inverters to run its office. A popular brand, which provided both UPS and inverters, was very prompt in delivering the products and installing them. Not only that, the two servicemen who had visited the site to install the machines, spent a full day in explaining the On the other hand, good customer service often isn’t good enough. Customers are becoming increasingly disillusioned with the “merely adequate” services provided by companies. For them, exceptional service is the rule, not the exception. Anything less, they’re ready to change their brand. That makes extraordinary service necessary, not just desirable.
Service: An inherent part
In this competitive sector, it is important that any company keeps its customers happy. Strategically as well as financially, it costs much more to hook a new customer than to hold on to an existing one. Companies vying with each other, therefore, need to offer excellent customer services or else the customers will go to their rivals. “After-sales service has become an integral part of a company’s overall strategy when it comes to building loyalty, improving customer satisfaction, reducing costs, improving product design and discovering new market opportunities,” states Nilkantha Rath, senior manager, customer support, Delta Energy Systems (India).
Explaining the necessity of after-sales services, Devender Sharma, manager, service, Intex Technologies India, says, “An organisation cannot exist without a robust after-sales service support. Strong after-sales service support forms one of the basic requisites of creating good and long-term relationships with consumers. It is, in fact, instrumental in enhancing brand image and building goodwill.”
Yogesh Dua, managing director, UpsIN-word of mouth.” VERTER.com, however, feels, “A product sans after-sales
Posted On May 16th, 2009
By Srabani Sen
When Sinee Electronics shifted base from Thane to Delhi, it installed 16 UPS and four inverters to run its office. A popular brand, which provided both UPS and inverters, was very prompt in delivering the products and installing them. Not only that, the two servicemen who had visited the site to install the machines, spent a full day in explaining the On the other hand, good customer service often isn’t good enough. Customers are becoming increasingly disillusioned with the “merely adequate” services provided by companies. For them, exceptional service is the rule, not the exception. Anything less, they’re ready to change their brand. That makes extraordinary service necessary, not just desirable.
Service: An inherent part
In this competitive sector, it is important that any company keeps its customers happy. Strategically as well as financially, it costs much more to hook a new customer than to hold on to an existing one. Companies vying with each other, therefore, need to offer excellent customer services or else the customers will go to their rivals. “After-sales service has become an integral part of a company’s overall strategy when it comes to building loyalty, improving customer satisfaction, reducing costs, improving product design and discovering new market opportunities,” states Nilkantha Rath, senior manager, customer support, Delta Energy Systems (India).
Explaining the necessity of after-sales services, Devender Sharma, manager, service, Intex Technologies India, says, “An organisation cannot exist without a robust after-sales service support. Strong after-sales service support forms one of the basic requisites of creating good and long-term relationships with consumers. It is, in fact, instrumental in enhancing brand image and building goodwill.”
Yogesh Dua, managing director, UpsIN-word of mouth.” VERTER.com, however, feels, “A product sans after-sales