Customer Service After The Sale

[Jeriatric]

First and foremost, customer service should be about customers!



"Excellent customer service is the process by which your organization delivers its services or products in a way that allows the customer to access them in the most efficient, fair, cost effective, and humanly satisfying and pleasurable manner possible."


Service after the sale is more than “sizzle”. Any organization can have good customer service. You don’t have to have genius employees to achieve customer service.

A well thought out, properly implemented, closely monitored plan will provide employees the tools needed to provide effective, satisfying, and pleasurable customer service/support.

The customer does not care all that much if you give others good service, as long as you'll give him/her good service all the time. But, how you treat others is naturally a good predictor for customers as to how you'll treat them.

................

How would you define superior customer service?

 

[juliantrost]

:agree:

Having built many customer service organizations in different institutions over the last 15 years, I 100% agree with you. I always said to every person I hire for that department "Salesmen can sell and move on. Professional Services people can deliver. You, as support, will be the FACE of my organization, so make sure you keep your faces clean". Seems to work.

 

[d.o.spyder-rts]

:agree: Dale

 

[ARtraveler]

I am also big on good customer service. I spent 29 plus in the retail area before I became an accountant and a professor.

Alaska is a hard place to find good customer service in anything. There is much to be learned about treating the customer in such a way that they will come back again and again.

Many of you may have noted that my tag line is Consumer Advocate--and many times I jump on the bandwagon when I see or hear of something wrong. I have also chidded on a few who I though were out of line in demanding something unrealistic.

I do flip flop a bit depending on the issue and the facts given.

 

[purplepig]

c/s

Just about any business can have good customer service when things are good. That said, how a business handles its customers when something goes wrong can make a customer for life. Exceed the customers expectations...every time.

 

[rcturner]

Based on my short time dealing with BRP, I would say that BRP has a very long way to go plus, I really don't think that they care all that much. So far, my dealer has made the difference and has kept me for considering other options for resolving the issues.

 

[Buttsy]

The last place I would judge any companies Customer Service skills is by reviewing a public forum. These sites tend to be full of negative experiences and never mention when a company actually does perform well? If we used this site for example as a barometer of BRP's customer service...........there is no way they would remain or would have remained in business all these years. They are market leaders in several categories of powersports equipment. Their snowmobile and watercraft lines are well seasoned and their ATV line is surging in sales numbers.

Did they get there by being stupid, with horrible customer service and unintelligent engineers who know absolutely nothing? I am not suggesting they are a phenomonal demonstration of "how to do it right" but come on have they never once done something correct? I mean this site alone mentions how great "Carlo" was for BRP. Well do you think "Carlo" had total anonymity and could make decisions without any guidnace or approvals required against polocies and procedures?

Judge a company based on your own personal experience as this is the only way to be assured you are hearing both sides. We all want to vent but few want to say "job well done".

 

[ARtraveler]

:agree: Very good point of view. :thumbup:

 

[Jeriatric]

Service after sales as it is titled here, directly relates to the retail side of the house. Retail sales and their relationship with manufacturing is a whole nother story.

 

[Jeriatric]

bump

 

[shelbydave]

To me, the service after the sale is what creates the relationship, and results in repeat sales / references. I told my dealer flat out during my sales experience that I got the impression they don't care about repeat customers, and how I look at the dealer /customer relationship. So far, I have had a decent service experience...
By nature, I stick with the same people, unless they give e a reason to move... Just ask my last phone companyy