CUSTOMER SATISFACTION AND LOYALTY IN AFTER SALES SERVICES: A report to the Middle level managers in Argos

TABLE OF CONTENTS
INTRODUCTION………………………………………………………………….3
RESEARCH BACKGROUND……………………………………………………5
LITERATURE analyse…………………………………………………………..5
METHODOLOGY………………………………………………………………….7
BENEFIT OF A guest CENTERED brass section………………..8
LOYALTY LADER………………………………………………………………...9
RECOMMENDATIONS……………………………………………………………...9
TRAINING AND DEVELOPMENT METHODS………………………………..10
TRAINING AND DEVELOPMENT FRO CUSTOMER SERVICE…………...11
TRAINING AND DEVELOPMENT FOR MANAGERS…………………………….11
WORK PLANING…………………………………………………………………12
HANDLING COMPLAINTS……………………………………………………...13
mobilize CALLS…………………………………………………………….13
CONCLUSION……………………………………………………………………14
REFERENCE……………………………………………………………………..14










INTRODUCTION

As competition has become more global and more intense, umteen organisations have realised that they cannisternot postulate on price alone.



It is in their market place that many companies have developed their strategy of providing superior care to pit their crossing and avails surveys suggest that service driven companies can change up to 9 percent more for the product and service they provide. (Sarah Cook, 1998)
After sales service is a node support following the purchase of a product or service. In certain cases it can be almost as important as the initial purchase. The manufacturer, retailer, or service supplier determines what is entangled in any warranty package. This will include the duration of the warranty. The duration of the warranty depends upon the products. Mostly the warranty was assumption for one year but increasingly two or more years maintenance and replacement policy, items included or excluded, labour costs, and speed of response. In the case of a service provider, after-sales service might include additional training or helpdesk availability. The customers perception of the degree of willingness with which a supplier deals with a question or complaint, speed of response, and action taken is of tally importance.
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