Spotlight on Returns: Interview with Farringdon Road

Spotlight on Returns: Interview with Farringdon Road

In the run up to Christmas, especially with Black Friday and Cyber Monday around the corner, it’s likely we will see an increase in the number of home shopping returns.

Returns and Click and Collect are the key growth areas in the market and we need to be best in class.  Competition is growing in this area, including from companies such as Collect+ and MyHermes, so getting the basics right and providing the best possible customer service is more important than ever.  

Customers still prefer to return their shopping at the Post Office as it’s often the most convenient place and we are a trusted brand. According to the Royal Mail Delivery Matters Survey 2018 two thirds of customers would choose to return their online shopping at their local Post Office and this presents a huge opportunity.

Farringdon Road Post Office

We speak to the manager of Farringdon Road Post Office, George Iatrou, one of our branches with the highest volume of returns to find out how he and his team manage returns and serve their customers. They have seen a marked increase in the volume of home shopping returns over the last year and a half, which hasn’t been without its challenges, but have embraced the returns market and “become friends with the product”.

For more top tips on how to manage returns and more, access the resources from the mails workshops here.