The Unhealthy Mix: Liberal Return Policies and Product Complexity
(April 2009) Retailers and manufacturers are being urged to act fast in order to avoid being hit by further financial difficulties in the shape of high product return rates. Gadget experts at Talk Me Through It (TMTI) have revealed that many brands, already struggling with the tough economic climate, are also seeing an increase in unhappy customers bringing back 'faulty' goods. But research by the company shows that in a large number of cases these product returns are entirely avoidable.Collaboration with retailers and manufacturers from across the globe reveals that high return rates have two major root causes. Firstly, consumers believe their devise to be broken when in fact they simply don't know how to use it and secondly, they become frustrated over initial set-up and usability.
These so-called No Fault Found (NFF) returns are largely related to the increasing power and complexity of gadgets – smartphones, cameras, GPS devices – sometimes with all three capabilities in one device. So how can companies deal with this unhealthy mix of increasingly liberal return policies and product complexity? TMTI recommends they call on the doctor - the Returns Doctor in this case.
The company offers this unique solution to customers looking to return a device. TMTI advisors gently and calmly talk about why the customer believes the product is broken and helps the consumer use their device properly to establish whether it does indeed have a fault. TMTI promises a premium service with no IVRs, no gatekeepers, no VoIP and no language problems. When you call on the Returns Doctor, the consumer is happy - and so is everybody else.
Click here for more information on TMTI's Returns Doctor service.
Address:
TMTI-USA Inc.45 Newbury Street
Suite 402
Boston, Massachusetts 02116
USA
Telephone:
617 HUB-TMTI617 482-8684