Page 16 - Peak Period Planning Document-ENGLISH - 2019_Neat
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PRODUCTIVITY
BREAK AWAY RETURNS
STATEMENTS MAKING IT RIGHT
During peak times, a lot of one-on-one time We need to uphold this promise of an exceptional shopping experience,
with customers can be challenging. We want to ESPECIALLY if the customer is visiting our stores to return or exchange an
teach team members how to manage multiple item. So how exactly can you WOW shoppers who come back to us with
customers and how to build polite, simple break concerns with an item? Make the process quick, friendly and EASY. See it as an
away statements to transition from one customer opportunity to make things right for the customer!
to another, to another to another. By breaking
away, we can have fashion associates spend Most customers are genuine and have legitimate reasons for coming back to us
time offering many customers great service, with an item. For example:
rather than providing a few customers one-on-
one service. This is all about reaching many • The customer ordered something online that didn’t work out for her.
customers to grow conversion.
• The customer would like a price adjustment.
• The customer wishes to exchange an item.
• The customer is simply not happy with her purchase or changed their mind
and would like a refund.
WATCH THE In each of these instances, YOU have the POWER to turn
a potentially negative experience into a positive one. Being
BREAK AWAY welcoming and cheerful about handling returns actually shows
STATEMENTS our customers how much you value them!
VIDEO!
