Creating Customer- Centric Service At The Return Counter

By Robert Walters, The Retail Equation

More retailers are seeking innovative ideas to deliver customer service excellence at the return desk in an attempt to set themselves apart from the competition and make a first-rate impression. But as retailers evaluate how to accomplish this — including extending merchandise return time frames, reducing or eliminating restocking fees, and offering cash refunds — they also find the need to better manage risk and prevent invalid returns from slipping through the cracks.