It started with our award winner volunteering to help the ‘Unlike Returns Team’. This is a team that deals with customers who return an empty box or a handset unlike the one that they should have, or even on one occasion returning a half eaten bag of skittles!
He found himself often working alone and with few standard procedures. But with a strong set of problem solving skills, he persevered. In April, he took the initiative of automating a manual system that linked historical and current names and addresses. His eagle eye caught some discrepancies and, off his own bat, he challenged customers professionally and sensitively.
The result has been some 50 confirmed cases of fraud and around 500 cases a month being investigated. Not only has he saved the client money, he has created a set of Standard Operating Procedures that provides the client with weekly updates on unlike returns.