Page 14 - Peak Period Planning Document-ENGLISH - 2020_Neat

PEAK PERIOD - RETURNS - MAKING IT RIGHT PRODUCTIVITY

DID YOU KNOW THAT RETURNS - MAKING IT RIGHT

WHEN A CUSTOMER We need to uphold this promise of an exceptional shopping experience,

WHO SHOPS ONLINE ESPECIALLY if the customer is visiting our stores to return or exchange
an item. So how exactly can you WOW shoppers who come back to us
COMES TO YOUR STORE, with concerns with an item? Make the process quick, friendly and EASY.

YOU ARE ENGAGING See it as an opportunity to make things right for the customer!

WITH ONE OF OUR Most customers are genuine and have legitimate reasons for coming back

“MOST VALUABLE” to us with an item. For example:

CUSTOMERS? THEY ARE • The customer ordered something online that didn’t work out for her.

LIKELY TO SHOP MORE • The customer would like a price adjustment.
• The customer wishes to exchange an item.

OFTEN, HAVE GREATER • The customer is simply not happy with her purchase or changed their
mind and would like a refund.
BRAND LOYALTY AND

LIKELY MAKES MULTIPLE In each of these instances, YOU have the POWER to turn a potentially
negative experience into a positive one. Being welcoming and cheerful
VISITS TO BOTH ONLINE about handling returns actually shows our customers how much you value

AND STORES ANNUALLY. them!

PEAK PERIOD PLANNING | REVISED OCT 20 20 14