Aftersales Management: Creating a Successful Aftersales Strategy to Reduce Costs, Improve Customer Service and Increase Sales

Overview

Aftersales Management explores in detail the immense amount of money wasted in the retail industry every year on badly managed after sales processes, and looks at how to precent this happening. What happens after a sale if problems occur? How are they handled, and what processes can be applied to make sure that they are dealt with cost effectively for the company, while at the same time improving customer service and increasing sales?
Aftersales Management sets out the legal ...

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Overview

Aftersales Management explores in detail the immense amount of money wasted in the retail industry every year on badly managed after sales processes, and looks at how to precent this happening. What happens after a sale if problems occur? How are they handled, and what processes can be applied to make sure that they are dealt with cost effectively for the company, while at the same time improving customer service and increasing sales?
Aftersales Management sets out the legal position on customer rights, and explains to readers exactly what customers want, what salespeople want and how these needs impact on teams within the rest of a retailer's company. The book also discusses the key parts of implementation, showing how to manage key stakeholders, both within the business (ie the various business functions and departments) and outside (such as manufacturers and suppliers).
With practical examples to show just how much of a saving can be achieved if changes are made, the book demonstrates how to create a viable aftersales proposition - from managing the implementation, through making the necessary changes, to holding on to the gains once made.
Complete with real examples drawn from a wide variety of situations and sectors, Aftersales Management gives readers the essential information needed to create and implement a successful aftersales proposition, while reducing costs, improving customer service and increasing sales.

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Editorial Reviews

From the Publisher

"Focusing on the logistical and financial costs of both good and poor aftersales management, this book provides direction for companies that want to look beyond the landed sale." - Book News 2010
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Product Details

  • ISBN-13: 9780749456412
  • Publisher: Kogan Page, Ltd.
  • Publication date: 11/28/2009
  • Pages: 218
  • Product dimensions: 6.00 (w) x 9.30 (h) x 1.00 (d)

Meet the Author


David Brock has worked in a wide range of industries including mining, manufacturing, logistics, the motor industry, electrical retail and IT. He currently runs a specialist consultancy and is a visiting lecturer at Queen Margaret University.
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Table of Contents


1. Aftersales

Aftersales costs; Why is it important?; The ‘unnamed’ hole in retail finances; Isn’t this just customer services?; What about quality managers?; Operating principles; The book structure and who it is aimed at; Summary

2. History and common practice

General practice; Service standards; Suppliers; Lessons to be learned; Management buy-in; Summary

3. Legal matters

Key points; Legal principles; Limitations; Why the confusion?; ‘I know my rights!’; Exchanges; Repair versus replacement; Refunds; Guarantees and warranties; Duration of guarantees and legal rights; Consumer rights in the USA and Canada; Consumer rights in the rest of Europe; Consumer rights in Australia and New Zealand; Summary

4. What do customers want?

Overview; Building a reputation; Managing perceptions; Difficult customers and practices like ‘deshopping’; Summary

5. What do sales staff want?

Key messages; So what do they want?; How do you give them what they want?; Summary

6. What does the rest of the business want?

Marketing; Logistics; Finance; Purchasing; Human resources; The Board; Summary

7. Problem resolution timescales

Basic principles; Reasonable timescales; Why time is so critical; Scale of tolerance; Repeat repairs; Mr and Mrs Angry; Summary

8. Proposition design

Common sense; Timescales; Diagnosis and fault resolution; Parts availability; Multiple failures; Guarantee term; Loan equipment and products; Compensation; ‘Sorry’; Summary

9. Supplier management and reverse logistics

Basic principles; Supplier management; Operational management; OEM suppliers and bought out guarantees; Claimbacks, contributions and cost recovery; Purchase terms and conditions; Vendor manuals and supplier specifications; Summary

10. Aftersales operations

Basic principles; Repair operations; Repairs management; Testing and refurbishment of returns and exchanges; Aftersales and escalations managers; Escalation processes; Retail outlet support; Customer service teams; Summary

11. Financial evaluation

Principal issues; Operational costs; Write-off and exchange costs; In-home repairs; Supply chain issues; Summary

12. Reporting techniques

Overview; Product failures and faults; Reporting descriptions; Customer service standards; Exchange reporting; Operational reporting; Summary

13. Example financial analyses

Overview; Exchange costs – non-bought out guarantee; Exchange costs – with bought out guarantees; Repairs costs – non-bought out guarantee; Repairs costs – with bought out guarantees; Combined costs; Exchange costs – potential savings; Repair costs – potential savings; Net project savings; Summary

14. Implementation and retaining the benefits

Setting the standards; Benchmarking; Planning principles; Suppliers and manufacturers; Short-term gains; Medium-term development; Longer-term projects and holding the gains; Summary

15. Financial services

Fundamental principles; Extended warranty programmes; Consumer credit

Regulatory authorities; Summary

16. Summary and conclusions

Financial gains; Consumer reputation; Staff self-respect and increased confidence; Supplier position; Stability and the opportunity for growth; Closing notes and comments

Appendix 1 Key actions for process improvement

Appendix 2 Further reading and key sources of information

Index

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