Returns, Exchanges and Complaints

Return rights, difficult customers and turning a complaint into a fix.

FreeWhatsApp2 min a day33 activities

What’s inside

  • Returns, exchanges and the right to cancel
  • Handling a return step by step
  • Listening to a complaint with empathy
  • Staying calm with a difficult customer
  • Turning a complaint into a fix and an improvement

Sample question

A customer says the zip on the coat they just bought broke on the first day, and they sound tense. What do you say first?      
"That's really frustrating on something you've just bought. Let's look at it together right now.""Could you have forced the zip?""That's the manufacturer's problem, there's nothing we can do."

Questions arrive on WhatsApp like this and are answered with one tap.

How it works

  1. 1Start the programLeave your name and number; the first question reaches your WhatsApp within seconds.
  2. 2Two minutes a dayShort, interactive questions: fill in the blank, ordering, matching and more.
  3. 3Points and rankingEvery correct answer earns points, and the team ranking keeps people coming back.

What the manager sees

Once the program runs for your team, the dashboard shows who takes part, which topics are answered correctly and where people struggle most, so knowledge gaps surface before they turn into lost sales or complaints.

This program can be part of your annual training plan

Let us prepare a 12-month training plan around your roles and documents, free of charge.

Get my annual plan

More free programs

All programs
RetailFreeWhatsAppUpselling and Cross-sellingSuggesting complementary products, growing the basket and selling without pushing.View and startRetailFreeWhatsAppIn-store Customer ExperienceGreeting, finding the need, body language and seeing the customer off.View and startRetailFreeWhatsAppFood Safety and HygienePersonal hygiene, the cold chain, use-by dates and cross-contamination.View and start