With the holiday shopping rush over, a new flood of traffic is upon us and how your business deals with it will definitely affect how customers view your business and whether or not they come back.

Attitude is everything. Taking returns can be stressful so it’s important to use staff that are particularly skilled at dealing with customers and are generally positive. But, make sure that all employees are trained at handling returns so that customers don’t need to wait if someone isn’t available. If you have high return volume then switch out staff periodically in order to give them a break.

Attaining a new customer costs your business five times more than keeping a current one. With that in mind, if a customer is frustrated or rude, it is your staff’s job to make the experience as seamless and pleasant as possible and it is your job to give your employees the tools to do so.

• Return policies should be clearly posted at the cash register.
• Give your employees the power to make exceptions to the policy without having to get approval from a manager.
• Have a system in place to document returns that do not follow policy (for example, if a receipt is not available or the time period for a return has passed).
• Keep it simple. One basic question about the reason for a return should be enough information for your employee to continue. Asking too many questions puts the customer on the defense.

Marketing 360 Payments offers integrated products that can help you manage inventory and make returns easy to track. Contact us today to learn more about how we are making business richer!