Whether a retailer likes it or not, returns are a part of the retail game. Processing a return from a customer might be irritating but it’s something that will always be an inevitability about retail and so the retailer needs to accept this. The retailer needs to have a clear returns policy in place and of course they need to fully train staff about how to process a return. Staff need to totally understand and be familiar with the whole returns process because it is a major cog in the overall customer service experience. If the customer has a poor experience upon returning a product, it’s highly unlikely they will re-purchase but if it is a “good” experience for them i.e. hassle free, they are likely to repeat purchase thus making the process a success.
This infographic from the guys athighlights the importance of the whole customer returns process. It focuses on some stand out statistics about returns which are sure to be a bit of an eye opener. It also explains the “reverse logistics” process and it also emphasizes the importance of staff training in customer returns. Check it out below.