Evaluate after sales service e.g. warranties, return policies, upgrade policies (software firms) etc. and compare amongst firms.

1. Evaluate after sales service e.g. warranties, return policies, upgrade policies (software firms) etc. and compare amongst firms. I recommend making a chart where you assess all firms on a wide variety of customer service tasks. Many students construct a chart to do the cross-company analysis – this works well.2. Review and discuss after sales service including 1-800 numbers, web site etc.3. Identify some metrics that indicate value creation i.e. JD Power ratings, Consumer Reports ratings, industry awards