What makes or breaks a business these days? In the 21st century, a company’s reputation hinges on product quality, online presence, and yes, customer service, which does not stop even after a purchase is made. What sets your brand apart is how customers are supported, especially when complaints, returns, and other issues need to be addressed.
In this case, you’ll need a trusted reverse logistics technology provider in handling your logistics with ease and maintaining profitability and sustainability. How do you handle returns like a pro? Here are some tips to wow your customers:
Create a Digestible Returns Policy
One way to attract more customers and build trust is to create an easy-to-digest returns policy that’s very transparent and is advertised on the get-go. While retail stores like H&M visibly showcase their return policy on their cashier, the same analogy should apply to your online platform. Don’t drown your customers in legal jargon and lengthy paragraphs. Either explain through bullets or enumerate the steps to make the instructions clear.
Keep in mind that your policy should benefit and protect both parties: you and the customer. Some companies like to include “change of mind” as an unacceptable reason for returning an item.
Train Your Customer Service Personnel to Handle Returns
It’s one thing when your product is defective or wasn’t the item your customer ordered in the first place; it’s another thing when your agent hands the customer over to someone else who can handle returns. Having a well-rounded team who’s trained in handling return requests can appease issues early on. It also helps gain customers’ trust, as they know they can have their money back guaranteed.
As much as possible, refrain from sending canned responses as it makes the messages less personal and more robotic. If you have a reverse logistics technology program in place, it’s best to train your team on how to navigate through it to avoid delays in returning items.
Log the Items that are Constantly Returned or Refunded
Data is key. A software program not only helps in the logistics side of things, but it can also give insight into product trends. Some could potentially be sent back to the supplier if there’s a common defect, or certain items could be causing revenue loss due to the number of refund requests for it. Keep track of products that have factory defects and cost you your customers in the future.
Once you have the proper data in place, advise your web team to temporarily take it down from the site or mark it as “Coming Soon” and ensure your social media team refrains from advertising it in the meantime. This also gives you a chance to push other products or offer complimentary items to your customers at a discounted price to potentially increase their purchase.
After-sales support and how your team handles customer refunds and returns can easily set you apart from other brands. Always remember that the customer service journey does not end even after a purchase is made.
