Show navigation

Available in:

OnDemand Webinar
Audio & Reference Manual

It's Called a 'Customer Return' Policy For a Reason- WOW Them Instead of Why Them

Store returns are a fact of retail life. No matter what you sell, people will want to return things.

You want customers to return? Your customer return policy should have one goal: to get the customer to return.

WOW them instead of why them.

When was the last time you received exceptional service? Can you remember the last time you returned a product and didn't have to answer lots of questions? When was the last time you were delighted by a company going beyond your expectation and made you feel special? When was the last time you had a WOW experience?

A great customer return policy is Wondrous - Outstanding - Worry-Free.

Make the return process straightforward and simple, and turn it into a WOW experience rather than an unfriendly process, and you will not only keep customers but also encourage them to spread positive word-of-mouth about your business - a truly positive bottom line.

What is the right return policy? If your goal is to bring the customer back, it's simple: give them what they want. WOW them. Problem is that many companies need to eliminate the inquisition, endless questions, reasons for the return, etc. Treat them like appreciating assets. It costs 91% to attract a new customer than to retain an existing one (Wall Street Journal survey).


Runtime: 87 minutes
Purchase Options

More Program Information

Why Lorman?

Over 31 years and 1.4 million customers worth of experience providing continuing education. Our passion is providing you world-class training to help you succeed in business and as a professional.

Agenda

Your Return Policy Should Be Part of Your WOW Service and Shopping Experience

  • Dazzle Your Customers With Your Return Policy

Customers' Have Choices. So Do You. WOW Everyone

  • Anticipate What Your Customer Wants

Fast, Friendly, Helpful Are the Minimum Requirements of Great WOW Customer Return Policy Experiences

  • Treat Customers the Way You Know They Want to Be Treated

Your WOW Return Policy Is an Investment, Not an Expense

  • Innovate Your WOW Through Your Return Policy by Embracing and Driving Change

A Convenient Return Policy Is an Important WOW to Customers

  • Nurture the Relationship With Your Customer
  • It Costs More to Get a New Customer Than to Keep an Existing Customer

Your WOW Return Policy Is Part of the Customer's Buying Decision

  • Guarantee You Have Customers by Publicizing Your Return Policy; Spell It Out; Point It Out; Enable The Staff; Don't Do It Because It Sounds Good; Do It Because It's the Right Thing to Do and You Want to Do It
Purchase Options

More Program Information

Why Lorman?

Over 31 years and 1.4 million customers worth of experience providing continuing education. Our passion is providing you world-class training to help you succeed in business and as a professional.

Credits

OnDemand Webinar

This course was last revised on September 17, 2013.

Call 1-866-352-9540 for further credit information.

Audio & Reference Manual

No credit available.

Purchase Options

More Program Information

Why Lorman?

Over 31 years and 1.4 million customers worth of experience providing continuing education. Our passion is providing you world-class training to help you succeed in business and as a professional.

Faculty

James Feldman, CSP, CITE, CPIM, CPT, MIP, PCS

James Feldman, CSP, CITE, CPIM, CPT, MIP, PCS

Shift Happens

  • Chief Innovation Officer at James Feldman Associates, Inc. and Shift Happens! D-A-T-I-N-G coach
  • For more than four decades, he has been challenging businesses to unleash personal and organizational creativity, uniqueness and innovation while revealing the essential innovative skills needed to achieve unconventional policies, inventive results, delight customers and develop new resources for growth, profits and competitive advantage
  • His vision is to create great customer experiences that develop customer insistence
  • Serial entrepreneur who owns several businesses that provides ongoing insights into customer service, problem solving, team building and leadership
  • Was named one of the Top 100 Innovators in the 21st Century and recently awarded American Leadership Award for Excellence in Client Solutions by AEI
  • Has been a board member on more than a dozen associations, a 70-story high rise, and holds every certification his industry offers
  • Written 14 books, seven on customer service; more than 400 articles; and he's been a keynote business speaker presenting for such diverse organizations like the U.S. Department of Defense, Verizon, Toyota, Kodak, March of Dimes, Hewlett-Packard, Apple Computer and the Cremation Association of North America just to name a few
  • Helped create customer experiences for both start-ups and Fortune 100 companies
  • After attending law school, he was accepted as the first applicant for the University of Illinois executive M.B.A. program, upon completion he became a visiting professor at University of Illinois, Roosevelt, Purdue, NE Illinois University and Kendall College
  • Can be contacted at 312-527-9111, [email protected], www.shifthappens.com or www.jfainc.com
Purchase Options

More Program Information

Why Lorman?

Over 31 years and 1.4 million customers worth of experience providing continuing education. Our passion is providing you world-class training to help you succeed in business and as a professional.

All of your training, right here at Lorman.

Pay once and get a full year of unlimited training in any format, any time!

  • Live Webinars
  • OnDemand Webinars
  • MP3 Downloads
  • Course Manuals
  • Audio Recordings*
  • Executive Reports
  • White Papers and Articles
  • Sponsored Live Webinars

Additional benefits include:

  • State Specific Credit Tracker
  • Members Only Newsletter
  • All-Access Pass Course Concierge

* For audio recordings you only pay shipping

Questions? Call 877-296-2169 to speak with a real person.

Sign Up Today
With This Course

Access to all training products for one year
$699/year

Unlimited Lorman Training

With the All-Access Pass there is no guessing what you will need for your yearly training budget. $699 will cover all of your training needs for an entire year!

Easy Registrations

Once you purchase your All-Access Pass you will never be any further than one-click away from attending any Lorman training course.

Invest in Yourself

You haven't gotten to where you are professionally by luck alone; it's taken a lot of hard work and training. Invest in yourself with the All-Access Pass.

Product ID: 390365
Published 2013, 2018
Purchase Options

Available in Multiple Formats

Purchase this course and learn on your schedule!