Management expectation to the team “After Sales Service”

 In every business, generally management’s expectation is profit. It is very natural as all the financial hit is carried out by management so there is no alternative of expecting profit in business. Most of the sale driven companies give priority on sales, because it is the direct profit center whereas after sales service team can work as indirect profit center. Actually efficient and cost optimized after sales service can be recognized as cost savings tools of company.

Now question is how it works to get output?  Very first step of improved after sales service is to ensure Repair Turn Around Time (RTAT). There must be a realistic target what to be achievable considering relevant circumstance. Repeated service must be avoided. Use of replaceable parts is to be optimized. It’s only possible when technicians’ repair skill and knowledge is to be outstanding. And one important thing is to keep honest diagnosis reporting.

Comparison data analysis is a must to take actual development decisions in after sales service what may help to do efficient cost optimization and act as like indirect profit center.

In Bangladesh, one of the winning after sales service team is Service department of Butterfly Marketing Ltd. (LG-Butterfly) who did above KPI comparison analysis and does it regularly to be more improved.    

It’s all about team work. Without combined effort nobody can expect success in after sales service.    

Customer Service KPI || RTAT and Ratio of repeat service

Generally, most of the hectic customer is seen in after-sales service what is one of the most important branches of customer service. It’s such a working area where customers never allow the service team to do work a long time along with repetition. So it’s an obvious need in after-sales service to complete service work as soon as possible keeping the highest quality, as it will help to avoid repeat work within a short interval, in order to ensure a happy customer experience.

Customers get a happy experience when the service team works properly. To judge the progress of service work evaluation is also very important. Repair Turn Around Time (RTAT) and Ratio of repeat service are the most effective KPI here to do an actual evaluation of service work as RTAT is related to work completion time and Ratio of repeat service can portray the quality of service. 

Targeting to ensure proper customer service in Bangladesh, Butterfly Service Department (LG-Butterfly) is trying its best to be more improved day today. As per the last two months KPI evaluation, it is clearly visible that the team has shown remarkable progress in RTAT and the Ratio of repeat service.

We can give big THANKS to them along with their management.

Good luck.