You’re about to apply for After-Sales. What do you need to know?

Pontos importantes que seriam considerados antes de aceitar esse desafio: 1) Como está a estrutura atual de atendimento ao cliente; 2) Existe um coletor de feedback? Quais as metas de níveis de serviço hoje praticadas vs a meta; 3) Qual a capacidade atual do time para resolução de processsos, existe já desenhado todo esse fluxo? 4) Existe programa de fidelidade e benefícios? Qual o percentual vs volume ativo de cliente. 5) Automatização de processos; Ser data-driven 6) Saber como está o atual gerenciamento de reclamações. É necessário ter um processo claro para lidar com reclamações de clientes de forma justa e eficiente pode ajudar a evitar que problemas simples se transformem em crises maiores.

In my experience, understanding and anticipating customer needs is crucial in after-sales. This understanding allows for proactive service, significantly enhancing customer satisfaction and loyalty. Furthermore, in the consumer goods industry, staying updated on product changes and advancements is essential to provide accurate and helpful support. Lastly, certifications and qualifications are beneficial, but practical experience and a customer-centric mindset can often be more valuable.

In my experience, the key to successful after-sales service is a deep understanding of the customer journey and needs. This involves resolving issues and proactively identifying and addressing potential problems. Leveraging technology to enhance customer experience, such as using AI for customer service or data analytics for personalized service, is also essential. Furthermore, sustainability practices in after-sales, such as circular economy initiatives, can significantly enhance brand reputation and customer loyalty.

In my experience, after-sales challenges often serve as opportunities for growth and improvement. Dealing with dissatisfied customers, for instance, provides valuable feedback for enhancing products and services. Furthermore, pressure and a heavy workload can lead to efficient processes and systems development. Adapting to changing customer needs is a constant in this field, and it keeps us innovative and competitive. Viewing these challenges as pathways to strengthen customer relationships and improve the overall consumer experience is crucial.

In the consumer goods industry, using these tools is not just about managing customer interactions but also about gathering valuable data that can be used to improve products and services. For instance, CRM software can provide insights into customer behaviour and preferences, while analytics tools can help identify trends and patterns. Furthermore, feedback tools allow us to understand customer satisfaction levels and areas for improvement. As an after-sales professional, leveraging these technologies to enhance the consumer experience and drive customer loyalty is crucial.

From my experience in the consumer goods industry, the trends mentioned are shaping the future of after-sales service. Personalization, for instance, is not just about tailoring services to individual needs but also about understanding customer behaviour and preferences to predict future needs. Automation and AI can significantly improve efficiency and accuracy in after-sales service. Still, they should be implemented thoughtfully to ensure they maintain the human touch, which is often crucial in customer service. On the other hand, sustainability is becoming a key differentiator in the market, and companies that can demonstrate a commitment to sustainable practices in their after-sales service are likely to gain a competitive advantage.