When you must handle a return from a customer, you want to make your customer feel you are doing him or her a favor. The first thing you do is take the product out of their hands making it now your problem and not theirs. Tell them you are so sorry that they had a problem with the product and try to save the sale by doing an exchange instead of a return. If the return is questionable and you want to keep the customer, explain that you are stretching the rules by taking back a product beyond the return policy. They may feel guilty and exchange it and buy more. Turn a return into a sale. Whenever possible make customers feel that by going to you, you will give them better customer service. Card the customer and make sure if they need help in the future your there for them.
