Positive CX Every business has returns. It doesn’t matter if you’re B2B or B2C. Returns are inevitable. The industry that probably has the most returns is retail. It’s just a fact. Beyond defective merchandise, which happens in any type of business, someone won’t like that sweater you picked out. Someone has no use for that […]
Every business has returns. It doesn’t matter if you’re B2B or B2C. Returns are inevitable. The industry that probably has the most returns is retail. It’s just a fact. Beyond defective merchandise, which happens in any type of business, someone won’t like that sweater you picked out. Someone has no use for that gadget you thought he or she would love. You get the idea. So, just count on it. It’s going to happen. The question is, how well will you or your business handle it?
Regardless of the type of business you’re in, a good return program is important to your overall customer service and experience strategy. Stats and facts indicate that 85% of customers will not do repeat business with a company where returns are complicated or inconvenient. So, think about this:
How easy are you to do business with?
Ideally, you make it easy to buy from you. You create a positive customer service experience that would make someone want to come back and do business with you again. If for any understandable reason your customers want to return what they bought from you, it shouldn’t ruin their overall experience with you. If anything, that interaction can actually lead to a higher level in customer confidence.
With that in mind, here are four ways to handle the return that not only make it easy for the customer, but also boosts your customer’s confidence, making them want to come back and do business with you. Why? Because you are easy to do business with.
So, think about your return policy – does it make you easy to do business with?
Shep Hyken is a customer service expert, keynote speaker and New York Times bestselling business author. For information contact or www.hyken.com. For information on The Customer Focus™ customer service training programs go to www.thecustomerfocus.com. Follow on Twitter: @Hyken
(Copyright © MMXV, Shep Hyken)
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