If your company offers customers a facility to call up and request collection of an unwanted product, train your agents in all aspects of customer care and sales. Here’s why. It could be a product, which is faulty and maybe this has upset the customer in which case care is needed. Or it could be the product was not used or unsuitable, in which case sales skills could help identify the exact product the customer needs and could result in one return being followed up with a shipment of a different product. Either way the net result is a happy customer.