The customer experience is the number one priority for any business.
Just take a moment to think about this.
Is this instilled with the staff you have chosen to represent who you are as a company?
It is vital that this experience continues throughout the customer’s journey. Especially if that customer is calling to return their goods.
And it is vital that this experience is delivered in the same way it was delivered when the customer purchased their goods. Why? Because this is your one opportunity to keep this customer.
If a customer is wishing to return their goods, it doesn’t necessarily mean that they are disappointed with their service. The reasons cannot always be comprehended, but the way you handle the return must be a positive experience for the customer.
If their returns experience is horrific then you have pretty much guaranteed that they will never purchase from you again. Even worse – they will tell the world about their bad experience.
Here are some of the key topics that will help you make the returns management process a positive experience instead:
Information at Your Fingertips - Speed Is Everything.
If you can load a customer record, see purchase history, payment history, delivery history and even the picking & packing history from one system in no time at all, then you have already improved the customers' experience. They will be impressed with your efficiency and appreciate how quickly their issue was resolved.
Find Out the Reason Quickly. Listen! Report! Acknowledge!
Any information that you record should be useful – and specific to that customer, not just to record and disappear into the void. You can make sure that this information is readily available to ensure the complaint reason can be avoided during future purchases. On a much larger scale you can analyse the complaint data for your overall company. To read more about this, check out our blog on reducing returns for your ecommerce business
The more helpful you are at the start of the returns process, the more likely you are to have the opportunity to offer this customer an identical exchange, an exchange for a similar item or even a credit note.
To move onto the step of exchanging, you will need to make sure you can follow through on your offer. Your stock list and stock availability will also need to be at your fingertips.
If you make the offer and the customer asks what alternative items there are, and you can’t relay this information immediately, the chances are they will decline the offer.
Similarly, if you offer an identical exchange but are not sure on the stock availability, you are setting your customer up for even more disappointment if they accept the exchange offer, and then you cannot deliver on this.
You Need a Returns Management System in Place.
A system that truly enhances a customer’s experience, the employee's experience and, over all, your experience running your successful company.
If you have just realised that he returns management headache you are experiencing can be eliminated, you won’t find a better solution to achieve all of the above and much more than Khaos Control Cloud ERP.
As a small or medium sized business, it can be daunting to think about using any management software to control your business.
Many smaller companies will work on spreadsheets and printed invoices with the big red PAID stamp for years. But why? Why would you want to struggle through what will be the hardest years of starting a business with all the extra stress of consolidating these spreadsheets? How nice it would be to have all the information you require to hand – when you need it, not when you find it?
With Khaos Control Cloud you will be saving hours and hours of admin time and helping yourself succeed. The price of this system will also take a few more weights off your shoulders.
All the Power You Need Will Be at Your Fingertips With Khaos Control Cloud.
You can create a customer record, from here you can view all purchase history and allocated payments, you can load up the stock screen to view availability of items, create a credit note quickly and efficiently while the customer rambles about how fantastic their returns experience has been. You will have removed stress during those difficult first few years of building your business.