One of my biggest frusterations while working at Nordstrom was the fact that some customer service reps felt the need to enforce this "return policy" that, in essence, did not exist. I would have customers who would come in saying: "I was told that I had to come to this store to return this item" or "They did it for me at the other store"
We were told once at a meeting that Nordstrom is working on creating more consistency with "policies" and that they want everybody to be "on the same page" when it comes to handling returns. I don't know if there has been any improvement (I'll have to ask a manager-friend who still works there...)
But this isn't a post about Nordstrom. It's just an example of the inconsistencies in the training of customer service reps when it comes to company "policies" - especially return policies. Nothing can be more aggravating to a customer than to be told one thing by one employee and another thing by another employee. I've experienced this myself numerous times. Also, if you do one thing for a customer, you must do it for all customers!
When training your employees, take the time to clearly explain the "policies" - especially if you work in retail and handle returns on a daily basis. I also advise having monthly team meetings to go over issues and concerns.
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