Abstract
The service concept which will be analysed throughout this report concerns the after-sales service of the branch Alcatel's Enterprise Solution Division. This branch of the French company Alcatel provides worldwide companies with solutions of telecommunication that include phones and systems. Therefore this service is exclusively business-to-business. This service concept consists of ensuring the best after-sales service for unsatisfied customers who may have encountered some difficulties with the product. The service concept of Alacatel's Enterprise Solution Division also stresses the importance on the responsiveness and the quality of the advice given to the customer. These two objectives are enshrined in the customer satisfaction charter and quality policy. The after-sales service can deal either with a defect on the phone or a default system. Thus the hardware support has first to identify the main problem and then find the most appropriate solution.
