Order returns are often given less attention when a company talks about logistics. It serves as a critical part of great customer service, however, and businesses should give this a lot more consideration. Many times, a company will find itself in a make or break situation.
Fortunately, companies today can leverage the service of a logistics provider such as ReverseLogix. Here are three qualities you need to look for when specifically talking about a return-to-vendor service.
The simplest quality but one of the most critical is organization. That begins on the consumer side with the process’ instructions. These need to be clear and follow a very smooth flow. For one thing, it cuts confusion and difficulties to have organization.
For another thing, it reduces customer frustration with an aspect that is admittedly rather frustrating to begin with. Make sure you understand the process yourself.
One of the critical first responses to a return situation is accountability. Customers like to feel that a company and its vendors take charge of the situation and allow for a correction of that mistake. More than that, it should also be clear what the ultimate response will be.
When they manage to process the return, what can they expect to get and by when can they expect it. This allows for a smoother customer service experience.
Finally, a return to vendor service needs to be proficient in its processes. This includes all steps from the actual procedure that the customer undertakes, to the documentation and tracking of the item, to the system by which a customer can keep tabs on the status of the return, to the actual return itself.
It’s critical that you figure out how fast each of these moves along and how consistent. It allows you to properly set expectations.
With a proper return service in place, it becomes easier to complete the circle of an effective retailer or distributor. It’s critically important especially since returns come with a tinge of frustration on the part of the customer. Look for these three qualities, and you can be sure that the service you’re getting is great.