What do I want to change, fix, or improve? What’s the expected/desired outcome?
A heap of products are accumulating in the bin behind the Customer Service Rep (CSR) and no one knows it the items should be categorized as broken/damaged, wrong product, buyer remorse or no longer wanted! Now the manager is confronting the CSR and wants some answers as the categories impact how this new inventory is managed. How could the CSR keep track of why the items were returned?
What do I know about this? How should I proceed?
CSRs know how to process returns. They need to be coached to include the reason codes that can be associated with each product returned to accurately document the process that manages returned inventory