Retail Musings

"How can money be the root of all evil, when shopping is the cure for all sadness..." Elizabeth Taylor

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Posted by on in Customer Service

No RefundsRetailers don’t have to use signs which enunciate their policy regarding refunds/returns, but if they are to be used, then they must clearly state what customers are entitled to. The signs don’t have to be long and complicated – shorter signs can be used as long as they don’t mislead the customer.  However,  disclaimers printed in small type can be considered as misleading, as customers may not see them.

Signs which enunciate the refund/return policy of a retailer should be positioned as close as physically possible to the entrance(s) to the store. This way, the customer is unable to enter the store and make his or her purchases without having been deemed to be in possession of knowledge of the retailers refund policy.

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Posted by on in Customer Service

refundWhen you are dealing with customers and refunds, it is best to be cool and calm at all times [easier said than done on occasion]. When a loud-voiced customer comes into your shop demanding a refund, even though legally they are not entitled to one, try and deal with the situation rationally and calmly. 

Why? Because statistics show that a happy customer will become a loyal customer. These days retailing is becoming more and more competitive and trying to build up loyal customers is probably the hardest part. But, if you succeed it will be worthwhile in the end.

It is always a good investment to have all staff trained on your service standards and how to handle customer complaints as customers don’t want to be bandied from one person to another to another. Ideally, they’d like the first person they approach to fix the problem.

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Posted by on in Customer Service

One of the slideshows I presented to a industry association and its members

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Posted by on in Customer Service

I crowd-sourced these answers from customers across facebook and twitter.  These were the constants.  Anything else you'd care to add?

 

 

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What Do You Want Your Customers to Say After ...

You’re probably asking “Am I supposed to know what my customers say when they leave?”

You might well be thinking:

  • I want them to say “Goodbye.”
  • Why do they have to say anything?
  • I hope my customers leave town!

How could knowing this possibly be important?   Why do you want to know what your customers say after you’ve served them?

Easy.  It’s a test.

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