The returns process can often get overlooked with the other pressures a retail business faces, but it is vital to customer satisfaction and loyalty.
Customer friendly returns policy
An efficient returns policy is one of the cornerstones of a successful retail business. Good work done elsewhere in the business can be let down by a failure to promptly refund a disgruntled customer. The right returns process can ensure stock is returned quickly to become a salable product and can increase reorders from customers. Done badly it can result in unnecessary stock ordering, missed orders, complaints and compensation. The contact centre is often the glue which supports the process and provides your customers the reassurance they need. Close relationships between the retail network, warehouse and logistics must be formed, with regular communication between all parties. Without a fundamental understanding of the retail industry and the often complex returns policy, the process can become something that fails to delight your customers and employees alike.
PCMS make your returns policy more agile by:
- Completing administration tasks
- Managing customer contacts
- Adhering to SLA’s within your returns policy
- Delivering root cause analysis to establish reasons for returns