How retailers can improve customer service

There's no recipe for the perfect return policy that will work for all retail businesses, but generally speaking, the policy should specify the limitations of returns (e.g. whether a receipt is required, if the product needs to be unopened, if there is a time limit, etc.), and how the customer...

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Bibliographic Details
Published inRetail Customer Experience. News Features
Main Author Horsley, R J
Format Newsletter
LanguageEnglish
Published Louisville Networld Media Group DBA Networld Alliance, LLC 19.11.2019
Subjects
Communication
Customer services
Product reviews
Retail stores
Social networks
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Summary:There's no recipe for the perfect return policy that will work for all retail businesses, but generally speaking, the policy should specify the limitations of returns (e.g. whether a receipt is required, if the product needs to be unopened, if there is a time limit, etc.), and how the customer will be refunded (e.g. cash, gift card, store credit, etc.). Numerous customer service problems, as well as costly chargebacks, can be avoided by simply making sure that customers know what the return policy is with a multi-channel approach: in-store with clear signage at the cash register, on the customer receipt, company website, company's social media pages, and the company's business profile pages on review sites such as Yelp, as well as anywhere else the business has a presence. If a retail business has a preferred method of handling customer support issues — say via a toll-free phone number or through email—that should be prominently communicated across all channels, just like with the return policy.