after-sales service

Mktg

customer support following the purchase of a product or service. In some cases, after-sales service can be almost as important as the initial purchase. The manufacturer, retailer, or service provider determines what is included in any warranty (or guarantee) package. This will include the duration of the warranty—traditionally one year from the date of purchase, but increasingly two or more years—maintenance and/or replacement policy, items included/excluded, labor costs, and speed of response. In the case of a service provider, after-sales service might include additional top-up training or helpdesk availability. Of equal importance is the customer’s perception of the degree of willingness with which a supplier deals with a question or complaint, speed of response, and action taken.