Simplify Item Returns for Customers

Are you seeing your share of the twenty percent of adults who predicted to Consumer Reports they'd be returning at least one of the holiday gifts they'd receive. Then be sure your staff keep item returns as simple as possible for customers.

• Yes, you're posting the return policy. But if customers are waiting in line at a returns desk, can they easily see the policy while waiting? A printed notice isn't as good as a wall posting. Consumers often don't pay attention to what return policies are until they bring in an item. If they're returning a gift, they might not be familiar with your store at all. Can't fit the returns policy onto a posting on the wall? Make a note to simplify the policy soon. How frustrating to a customer to wait in line to make a return only to be surprised to learn the return won't be accepted!
• Yes, you've trained staff on all the terms of the return policy. But can staff members keep their explanations to angry customers brief? Staff members who are flustered too often resort to reciting too much of the policy instead of explaining in plain language only the specific part of the policy that applies.
• Yes, you know that asking each customer the reason for the return is a good way both to improve merchandising and to curb fraud. But are you training and coaching your staff to make this a service-oriented inquiry, not an inquisition? Keep questions brief. If a customer asks, "Why do you need to know this?," reply "So we can do a better job of stocking the right merchandise for your needs."
• Yes, you've empowered your staff to interpret policies flexibly. But is a manager readily available for when questions about returns arise?