Page 16 - Peak Period Planning Document-ENGLISHV2
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PRODUCTIVITY
BREAK AWAY RETURNS
STATEMENTS MAKING IT RIGHT
During peak times, a lot of one-on- We need to uphold this promise of an exceptional shopping
one time with customers can be experience, ESPECIALLY if the customer is visiting our stores
challenging. We want to teach teams to return or exchange an item. So how exactly can you WOW
how to manage multiple customers shoppers who come back to us with concerns with an item?
and how to build polite, simple break Make the process quick, friendly and EASY. See it as an
away statements to transition from opportunity to make things right for the customer!
one customer to another, to another
to another. By breaking away, we Most customers are genuine and have legitimate reasons for
can have fashion associates spend coming back to us with an item. For example:
time offering many customer great
service, rather than providing a few • The customer ordered something online that didn’t work
customers one-on-one service. This out for him/her.
is all about reaching many 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 his/her purchase or
changed their mind and would like a refund.
In each of these instances, YOU have the POWER
WATCH THE to turn a potentially negative experience into
BREAK AWAY a positive one. Being welcoming and cheerful
STATEMENTS about handling returns actually shows our
VIDEO! customers how much you value them!
