After-sales service encompasses all the services offered to customers after they have purchased a product or service. The various components of after-sales service, which vary depending on the industry, generally include: delivery, installation (free or paid), repairs, troubleshooting, on-site assistance, maintenance, servicing, a helpline, consulting, training, maintenance contracts, and more. These services can be provided by either the manufacturer or the distributor of the product in question.

Some after-sales services are part of contractual commitments. Their importance in the purchasing process and customer loyalty is crucial, particularly for technical products and specific sectors. In some areas where after-sales service is charged, it can represent a significant profit center for the company. Car dealerships are a prime example.

The concept of after-sales service also encompasses the team within the company responsible for delivering these services. A prime example of effective after-sales service management is Apple, long recognized for the quality of its after-sales support. This brand stands out for its high level of customer satisfaction, measured through indicators such as the Net Promoter Score (NPS) following a visit to a retailer’s after-sales service department.