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Digg it UP - After Christmas World Class Customer Service is Needed
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Returns are unavoidable. “I might have gained a few pounds so that shirt is the wrong size so I’ll exchange it for the right size. Oh, you are out of my size? I’ll take a refund and come back later. No, of course, I don’t have a receipt, it was a gift.” How this scenario is resolved will create a problem or an opportunity.
The manner in which returns and exchanges are treated determines how the company makes good on its promises. Those people who are on the front lines of return season, the clerks and customer service representatives can be the good-will ambassadors as they fulfill their company’s promises for quality, service, and convenience. If the promises are kept, the relationship between the customer an
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Returns are unavoidable. “I might have gained a few pounds so that shirt is the wrong size so I’ll exchange it for the right size. Oh, you are out of my size? I’ll take a refund and come back later. No, of course, I don’t have a receipt, it was a gift.” How this scenario is resolved will create a problem or an opportunity.
The manner in which returns and exchanges are treated determines how the company makes good on its promises. Those people who are on the front lines of return season, the clerks and customer service representatives can be the good-will ambassadors as they fulfill their company’s promises for quality, service, and convenience. If the promises are kept, the relationship between the customer an
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Returns are unavoidable. “I might have gained a few pounds so that shirt is the wrong size so I’ll exchange it for the right size. Oh, you are out of my size? I’ll take a refund and come back later. No, of course, I don’t have a receipt, it was a gift.” How this scenario is resolved will create a problem or an opportunity.
The manner in which returns and exchanges are treated determines how the company makes good on its promises. Those people who are on the front lines of return season, the clerks and customer service representatives can be the good-will ambassadors as they fulfill their company’s promises for quality, service, and convenience. If the promises are kept, the relationship between the customer an
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The manner in which returns and exchanges are treated determines how the company makes good on its promises. Those people who are on the front lines of return season, the clerks and customer service representatives can be the good-will ambassadors as they fulfill their company’s promises for quality, service, and convenience. If the promises are kept, the relationship between the customer an
Just when I thought frequency marketing plans had peaked, I was hustled for 2 more, in one day.Concluding a purchase at the local garden supply store, the cheery clerk asked if I wanted one of their cards.“You can earn a twenty dollar certificate!”
While it is probably unreasonable to expect 100% perfect customer service, the goal is to come as close to perfection as possible. Here are a few ideas to help get you closer to that ideal.
· Return / exchange / refund policies should be easily communicated, understood and available at the time of purchase and of return.
· Time to handle return must be minimal.
· Have enough trained and empowered staff on hand.
· A supervisor should be available to resolve any conflicts quickly.
· Review all policies and training issues right after the rush.
Seek a world class “return season” and it will be better next year!
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