1.

Covid pandemic led to adoption of ‘work from home’ culture. This further led to increase in demand for electronic gadgets such as laptops, mobile phones, chargers, head phones etc. A company XYZ dealing in such electronic gadgets was able to foresee such huge demand and produced new laptops with powerful display, impressive computing power, clear color experience and other amazing features. The company has a policy to provide help for installation, maintenance and operation of products. Example – configuring windows, ensuring smooth net connectivity. It also keeps regular contact with its customers but it does not have any grievance handling mechanism. Discuss various kind of after-sale services techniques that sales personnel of XYZ must use in order to keep their customers satisfied by effective grievance handling.

Answer»

Different kind of after-sale services techniques to be used by company XYZ in order to keep customers satisfied by effective grievance handling:

1. Exchange/replacement in case of damaged products 

2. Handling queries through toll-free numbers or through website 

3. Collecting feedback from customers and improvement in quality of products as per customer feedback 

4. Asking customers to sign Annual Maintenance Contract (AMC).



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