| Document Type
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BL
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| Record Number
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1028080
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| Doc. No
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b782450
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| Main Entry
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Brock, David,1962 February 26-
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| Title & Author
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Aftersales management : : creating a successful aftersales strategy to reduce costs, improve customer service and increase sales /\ David Brock.
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| Publication Statement
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London ;Philadelphia :: Kogan Page,, 2009.
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| Page. NO
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1 online resource (vi, 218 pages) :: illustrations
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| ISBN
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0749458615
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: 9780749458614
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0749456418
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9780749456412
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| Bibliographies/Indexes
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Includes bibliographical references and index.
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| Contents
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Title page; Copyright; Contents; Chapter 1 Aftersales; Chapter 2 History and common practice; Chapter 3 Legal matters; Chapter 4 What do customers want?; Chapter 5 What do sales staff want?; Chapter 6 What does the rest of the business want?; Chapter 7 Problem resolution timescales; Chapter 8 Proposition design; Chapter 9 Supplier management and reverse logistics; Chapter 10 Aftersales operations; Chapter 11 Financial evaluation; Chapter 12 Reporting techniques; Chapter 13 Example financial analyses; Chapter 14 Implementation and retaining the benefits; Chapter 15 Financial services.
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| Abstract
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Every year large sums of money are wasted by the retail industry on badly managed after sales processes. Aftersales Management shows how to create much stronger customer service with very little additional cost. It explores what customers want, what sales people want, and how these points interface with the rest of a retailer?s company. It also discusses implementation, explaining how to manage key stakeholders both within the business (the various business functions and departments) and outside (such as manufacturers and suppliers).
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| Subject
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Customer relations.
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Customer services.
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Quality of products.
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Retail trade-- Management.
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Returning goods.
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BUSINESS ECONOMICS-- Customer Relations.
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| Subject
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Customer relations.
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Customer services.
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Quality of products.
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| Subject
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Retail trade-- Management.
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Returning goods.
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| Dewey Classification
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658.8/12
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| LC Classification
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HF5429.B6636 2009eb
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