An Above-And-Beyond Interaction From Express

We’re always on the lookout for customer service interactions that go above and beyond. This example of helpful service comes from a recent phone interaction between a StellaService Analyst and Express.

The Question: The StellaService Analyst asked the CSR about returning an item if it was the wrong size.

The Reply: In addition to sharing the company’s return policy and speed, the CSR told the Analyst that might more easily be able to return the item in-store and explained how they could do so.

The Payoff: Sharing additional knowledge with a customer is an easy way to turn a good interaction into a great one. For omnichannel retailers, making shoppers aware of programs like buy online, return in-store (BORIS) is a great way to improve the customer experience.

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