您的企業是否有為客戶制定退貨政策？
企業的客戶服務政策定義了如何處理客戶投訴和店鋪退貨，定義了其客戶服務。它表明該公司是否“得到”客戶服務不僅僅是為了銷售，而是為了培養一種關係，企業通過讓客戶對該公司的每一次體驗都成為一種積極的體驗而保持友善的關係。與客戶建立良好的關係對您的業務建立積極的口碑。對於那些與線上業務競爭的零售店來說，讓顧客開心比以往任何時候都重要。
要做到這一點，您需要確保您的企業退貨政策和退貨流程符合您的客戶服務目標。這些處理商店退貨的技巧將確保您提供好客戶服務而不是損壞服務。
選擇“正確”的退貨政策
什麼是正確的企業退貨政策？給客戶想要的東西。在產品退貨問題上弄清楚他們想要什麼並不是什麼高深的科學；當我們試圖退貨時，客戶們想要的是和你我一樣的東西，能够不麻煩地退貨和拿回我們的錢。他們希望退貨簡單快捷。
所以這就是我們的退貨政策必須做的，不管我們是線上銷售還是線下銷售商品。
是的，像這樣的退換貨政策會讓你付出代價，特別是當客戶用信用卡支付了他們的購物費用，而你卻被卡在了銀行的商戶帳戶處理費上時。但在考慮小企業的退貨政策時，請記住三點：
- 如果你認識到把一個新顧客引進你的商店的費用是處理一個不愉快顧客的問題的費用的五倍，那麼這是一筆值得花的費用。考慮一下你的目標，即提供一種客戶服務，使客戶能够不斷地回頭。
- 方便的退貨政策對客戶很重要。商店的退貨政策是顧客購買决定的一部分，如果你的不符合標準，顧客可能會决定去別處購物。
- 您不必制定全面的退款退換貨政策。有例外是很好的，只要你的例外是公開的和公平的應用。例如，“不退貨”的銷售商品政策是很常見的。
公佈您的企業退貨政策
您的退換貨政策需要明顯張貼。在一家實體店，把它貼在牆上、前臺和收銀機上，如果可能的話，把它列印在客戶收據上。在一個網站上，把它拼在一個頁面上，並確保到該頁面的連結在網站導航中可見。將其添加到您的商業Facebook頁面或其他社交媒體帖子和電子郵件行銷活動中。
向客戶指出退貨政策
培訓您的銷售人員在完成銷售時養成參攷退貨政策的習慣。銷售人員很容易說出這樣的話：“如果您在接下來的90天內有任何問題，只要您帶上收據，您就可以全額退款。”或者對於退貨政策中的例外商品：“您知道這些銷售商品不能退貨嗎？”一句主動的話可以大大减少你必須處理的產品退貨數量。
在產品退貨過程中的客戶服務做法
要求所有員工都必須處理退貨
對於客戶來說，沒有什麼比去商店退貨並被工作人員告訴更令人沮喪的了，說只有當某某才能處理退貨，而他在休假中，直到下周二才回來！授權所有員工處理退貨並解决客戶問題。
培訓員工處理產品退貨
當然，如果您的所有員工都要處理產品退貨，他們需要知道如何處理。如果你有一個明確的，書面的退貨政策，培訓他們會很容易。然後，只需與員工一起檢查並向他們展示如何執行退貨流程。
不要如在做審訊
客戶來退貨時，你不斷問：妳何時當買了這個產品，產品確實出了什麼問題，你何時你第一次注意到產品出了問題，等等，這些無窮無盡的提問，有如在做審訊，會讓客戶感覺退貨像是折磨。當然，你想知道客戶為什麼要退貨。所以必須問。但是，設法控制在，只問一次。
保持冷靜友好的態度
人們在退貨時通常不高興。他們甚至可能是粗魯，令人討厭和骯髒的嘴。必須對員工進行培訓，使其在整個客戶退貨過程中保持冷靜和友好。這種態度可以讓一個憤怒的人平靜下來，當然也有助於實現讓你的企業在處理退貨過程中盡可能有愉快的目標。
使退貨過程盡可能快速簡單
明確的企業退貨政策是加快退貨流程的基石。您的員工在處理退貨時不必做出决定；他們只需應用該政策。也要保持書面工作的簡單性，確保你的員工受過培訓，能够使用你的企業使用的任何電腦程式，並填寫表格（如果需要）。另外，避免額外的費用。當有人退貨時，不要去做是收集與交易無關的客戶數據，或者詢問客戶是否願意成為您獎勵計畫的一部分。
產品退貨的底線
面臨客戶退貨是零售生活的一個事實。不管你賣什麼，人們都會想要退貨。使退貨流程簡單明瞭，並將其轉化為愉快的交易，而不是令人不快的瑣事，這樣不僅可以留住客戶，還可以鼓勵他們對您的業務進行積極的口碑傳播——這是一個真正積極的底線。
Return Policy in Customer Service
Does your company have a return policy for customers?
The customer service policy of an enterprise defines how to handle customer complaints and store returns, and defines its customer service. It shows that whether the company "gets" customer service is not just for sales, but for cultivating a relationship. The company keeps a friendly relationship by making every experience of the company a positive one. Establishing a good relationship with customers will create a positive word of mouth for your business. For retailers competing with online businesses, making customers happy is more important than ever.
To do this, you need to ensure that your business return policy and return process are in line with your customer service objectives. These store returns handling techniques will ensure that you provide good customer service rather than damaged service.
Choosing the "Right" Return Policy
What is the correct return policy for enterprises? Give customers what they want. Finding out what they want about product returns is not such a profound science; when we try to return, customers want the same things as you and me, and can return and get back our money without trouble. They want the return to be simple and quick.
So that's what our return policy has to do, whether we sell goods online or offline.
Yes, a return policy like this will cost you, especially when customers pay for their purchases with credit cards and you are stuck in the bank's merchant account processing fee. But when considering the return policy of small businesses, please remember three points:
- If you realize that introducing a new customer into your store costs five times as much as dealing with an unpleasant customer's problem, then it's a worthwhile expense. Consider your goal of providing a customer service that enables customers to keep coming back.
- Convenient return policy is very important to customers. The return policy of the store is part of the customer's purchase decision. If you don't meet the criteria, the customer may decide to go shopping elsewhere.
- You do not need to formulate a comprehensive refund and exchange policy. Exceptions are good as long as your exceptions are open and fair. For example, the "no return" policy of selling goods is very common.
Publish your company's return policy
Your return policy needs to be clearly posted. In a physical store, stick it on the wall, the front desk and the cash register, and print it on the customer's receipt if possible. On a website, put it together on a page and make sure that the links to that page are visible in the site navigation. Add it to your business Facebook page or other social media posts and e-mail marketing campaigns.
Point out the Return Policy to the Customer
Train your salespeople to develop the habit of referring to the return policy when completing sales. It's easy for salespeople to say something like, "If you have any problems in the next 90 days, you can get a full refund as long as you bring the receipt with you." Or for the exceptional goods in the return policy: "Do you know that these sellers are not allowed to return goods?" A word of initiative can greatly reduce the number of product returns you have to deal with.
Customer Service Practice in the Process of Product Return
Require all employees to handle returns
There's nothing more frustrating for a customer than going to the store to return the goods and being told by the staff that only when somebody can handle the returns, and he's on vacation and won't be back until next Tuesday! Authorize all employees to handle returns and solve customer problems.
Training staff to handle product returns
Of course, if all your employees are dealing with product returns, they need to know how to deal with them. If you have a clear, written return policy, training them will be easy. Then, just check with the employees and show them how to execute the return process.
Don't be like interrogating
When customers come to return goods, you constantly ask: when did you buy this product, what did it really go wrong, when did you first notice the product went wrong, and so on. These endless questions, like interrogation, make customers feel like returning goods is torture. Of course, you want to know why customers want to return goods. So we have to ask. But try to control it by asking only once.
Keep calm and friendly
People are usually unhappy when returning goods. They may even be rude, annoying and dirty mouths. Employees must be trained to remain calm and friendly throughout the customer return process. This attitude can calm an angry person and, of course, help achieve the goal of making your business as happy as possible in dealing with returns.
Make the return process as fast and simple as possible
Clear enterprise return policy is the cornerstone of speeding up the return process. Your employees don't have to make a decision when dealing with returns; they just need to apply the policy. Keep your written work simple, ensure that your employees are trained to use any computer program your company uses, and fill out forms (if necessary). In addition, avoid additional costs. When someone returns, don't do it by collecting customer data unrelated to the transaction or asking if the customer is willing to be part of your reward plan.
Bottom Line of Product Return
Facing customer returns is a fact of retail life. Whatever you sell, people will want to return it. Make the return process simple and clear, and turn it into a pleasant transaction rather than an unpleasant trifle, which not only keeps customers, but also encourages them to spread positive word-of-mouth about your business - it's a really positive bottom line.
