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Sales Dealer and Service Center Relationship

Author baruchi
#1 | Posted: 27 Jan 2009 03:50 
Sales Dealer are considered to be one of our customers when it comes to Service. We need to satisfy the requirement of Sales Dealers esp. on broken display unit repairs or repairs of their loyal customer sets.

Is there any other way and/or activity you have in mind to enrich/enhance the relationship between Sales Dealers and Service Centers?

Author KarenSB
#2 | Posted: 4 Feb 2009 11:30 
Here's what has always worked best for me:

Take your last sentence/last question, and ask it of those who are your Sales Dealers.

Then, give them your undivided attention when they respond. Listen to what they say...don't try to anticipate them; don't try to come to a solution to any problem they may pose. Just listen.

Thank them.

Then figure out if you can deliver on any of their wishes. If so, make it so.

Good luck!

#3 | Posted: 5 Feb 2009 20:43 
I guess my first question is what exactly is the structure of your relationships with the Sales Dealers and Service Centers. I'm assuming they are two separate entities that probably have no service level agreements between the two. Are you filling the role as the liason between the two groups? Are you paying commissions to the sales group, and paying invoices to the service centers? These are good questions because it will allow you to gauge how much of a stake you may have in a given situation.

The way I see it, both parties have a lot to gain by maintaining customer satisifaction. The better service a client receives, the more comfortable they are with the products the buy, hence making it much easier for future buying decisions. The more products they buy, the better the chance they will require service at some time. If both parties view their themselves as part of a team, they will both realize benefits specific to their sector.

By the way - let me know if I am completely off-base on the structure. I'm relatively new to the group, so I'm still getting my feet wet.

Customer Service Forum Customer Service Manager Forum / Customer Service Forum /
 Sales Dealer and Service Center Relationship

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