What is meant by customer aftercare?

Answer 1

As the name implies customer aftercare is about ensuring the customer care your provide continues after the sale or "customer-interface" has taken place, by following-up the visit. This is all about going the extra mile to ensure we deliver quality customer service. The sale should not been seen as the end of the transaction and the aftercare provided emphasises the company's commitment to excellent customer care.

Customer aftercare might involve following up the sale through a phone call to check on the customer's satisfaction. This can also provide the company with a good opportunity to get feedback which might give the company suggestions about what additional services or products the company might offer in the future. Feedback of this kind will show that the company is customer "focussed" in other words it finds out what customers want and then tries to give them it. This is good for the customer but also good for the business as it will generate more income and profit.

Customer aftercare can also help develop and maintain good working relationships with customers and it helps build customer loyalty. Similarly customer aftercare might involve keeping regular customers updated about forthcoming events which they might be interested in eg a sale in your store, or the launch of a new product, or a new exhibition in your museum.

Good customer aftercare also involves reviewing your own performance in providing the service. You should always be looking to identify your strengths and weaknesses and be looking for ways of improving levels of service by dealing with your weaknesses and by building on your strengths.