Customer Service

How Retailers In Singapore Can Deal With Serial Returners

Serial returners are making headlines as they are being banned from Amazon, and other major US and UK stores are set to follow this policy. Compared to retailers in Asia, retailers in the US and the UK have generous returns and refunds policy for items purchased, and a growing number of these customers have taken advantage of such returns policy. While not all customers who returned their items purchased are banned, the focus is on ‘serial returners’ – customers who often buy items and return them, either as frequent returns or as bulk returns. Is banning customers a good idea to begin with? 60% of US and 45% of UK retailers are considering to impose a lifetime ban on serial returners. Retailers have taken customer returns as a serious concern given that they stand to lose a lot of m...

How to Manage Customer Complaints

People will always complain. The question is “Is the complaint reasonable?” If it is, then you had better be ready with your apologies, not your excuses. If it is not, then you are going to have to be diplomatic. If the customer is king in your business then you cannot afford to mismanage customer complaints. If you do it will affect your current business, repeat business, your reputation and your company’s brand. Tough Customers Some people complain about nothing, all the time. Others keep their mouths shut and suffer in silence. Trouble makers simply don’t care at all. Some people make verbal complaints; face-to-face, by telephone or through third parties. Other people make complaints in writing; email, letter or even through a lawyer. If you have a particularly tough customer they might...

Sustaining Brick and Mortar Stores: 3 Major Tips In Customer Relations

With the recent boom in e-commerce and online retail, the traditional brick and mortar stores were threatened with rumours of extinction. Major online retailers such as Amazon, Lazada and eBay seemed like a permanent evolution of the retail landscape. Over the past years, it has become clear, however, that brick and mortar stores would not face such a fate. Harvard Business Review points out that the predicted cataclysm stayed a rumour. Brick and mortar sales accounted for a whopping majority of retail sales at 92.3%. Online retail accounted for only a small percentage of the figures, while the shift from offline to online was exacted at 0.8% between 2015 and 2016. While the safety-net of traditional brick and mortar stores has held well, e-commerce is still a relatively new concept that s...

Managing Restaurant Reviews Positively

Business Insider tells its readers, “As the digital era continues to grow and expand, review sites will, more and more, become the gatekeepers to customer acquisition. The best way to maintain a positive reputation is to ensure flawless customer service and experience.” Did you know: 60% of restaurants don’t make it past the first year. 80% of restaurants go under in five years. Why do we bring this up? To have a successful restaurant and beat out the competition, you want to do your best to offer exceptional customer service at all times to avoid bad reviews. Yet, sometimes people are just grumpy and leave bad reviews anyway. In this article, we look at how to positively manage those negative reviews so your restaurant doesn’t end up as part of the above statistic. First, let’s look at th...

How to Use Your POS System to Improve Customer Service 

Providing good customer service is not just about wearing big smiles or being patient with fussy customers – it is also about getting to know your customer’s likes and preferences and adapting your service to suit them. But how do we get to know our customers beyond small talk and half-hearted feedback responses? After years of being an owner of a small and humble coffeehouse, I have discovered the many ways that the point-of-sales (POS) system can provide such insights for your business. Read on if you want to find out how! 1. Getting to Know What They Want