One key element that shows the quality of a business’ customer service is the way it handles customers’ complaints and store returns. It shows that the company understands that customer service goes beyond just making a sale but also involves fostering relations with customers. Good customer service ensures that every interaction a customer has with the business is a positive experience.
These tips for handling store returns will ensure you’re providing exemplary customer service:
Choose the “right” return policy.
The right return policy is the one that addresses the customer’s needs. When it comes to returns, what they basically want is to be able to return what they’ve mistakenly bought and get their money back without too much of a hassle. So that’s what the right return policy should do, whether the products are sold online or offline.
Point out your return policy to your customers.
Incorporate the return policy when training your sales staff so that they make it a habit to mention it after making a sale. They can use lines such as “And if you have any problems with __________ in the next 90 days, you can return it for a full refund as long as you bring in the receipt.” With just one sentence, you can lessen the chances of having to deal with store returns.
Keep a calm and friendly demeanor.
People find it such a hassle to make store returns and are never in a good mood when they do so. The more irritable ones may even be rude at times. As the saying goes, ‘Patience is a virtue.’ The staff must always remember this and remain calm and friendly when handling irate customers. Customers will easily calm down like this and the return process will be easily finished.
Make the return process as fast and simple as possible.
A clear return policy is necessary for an easy and efficient return process. Your employees don’t need to make hard decisions; they just have to abide by the policy. Documentation should be simple too and ensure that your staff can easily utilize the business’ computer program.