Customer Care Manual

Transcription

1 Customer Care Manual This Manual represents the user guide to providing our customers the best in customer care. It is our goal to give the customers the support that result in high buyer satisfaction and allows us to show that our company is consumer-centric in all aspects of interaction with our customers. The following is the outline of the information that is provided in this manual. It will be specific for each of our products. CRM: Limelight URL: Main Policies and Procedures: Price Points Day 1 Charged $4.95 shipped a 1 month supply Day 17 Billed $89.41 (NO PRODUCT SHIPPED). Customer is billed for product shipped on Day 1 Day 45 Billed $89.41, Shipped a new 30 day supply Trial Terms

2 When you order your 14 day trial of, you must pay a shipping and handling fee of $4.95 for us to send you a 14 day trial supply of. We allow up to 3 5 days for you to receive the trial supply. Thus, in order for you to have 14 days to try the product, we consider the end date for your trial period to be 17 days after you place your order, which is 14 days plus 3 days for processing and transit. If you like how helps you meet your weight loss goals, do nothing you ll be charged the discounted price of $89.41 at the end of your trial period. If for any reason you decide is not for you, call Customer Care toll free at anytime during your 14 day trial period to cancel. Then simply return the product (even if it is empty!) and you will NEVER be billed any additional amount. If you decide to keep the product, you will receive a fresh supply of the approximately every 30 days at the same low price of $89.41, plus $9.99 for shipping. New Order Options - Trial & Straight Sale: Campaign ID (19) (41) Garcinia Gold - Free Trial (HPP) - $4.95 (33) SPECIAL - Garcinia 0% Discount- $89.41 (29) SPECIAL - Garcinia 20% Discount- $71.53 (23) Garcinia Gold Discount- $49.95 If order declines, use Campaign ID (35) (23) Garcinia Gold Discount- $49.95 Gold Cleanse Plus- Trial & Straight Sale: Campaign ID (21) (47) Gold Cleanse - Free Trial (HPP)- $3.95 (35) SPECIAL - Cleanse 0% Discount- $82.61 (31) SPECIAL - Cleanse 20% Discount- $66.09 (25) Gold Cleanse Discount- $39.95 If order declines, use Campaign ID (37)

3 (25) Gold Cleanse Discount- $39.95 ** If customer has price objection, there is a 20% discounted price option as well as a 50% discounted price option for NEW ORDERS Use Campaign ID s (35) & (37). ** Save options for existing orders remain at 25% & 50%** Description works as a fat-burner, appetite suppressant and mood enhancer. HCA inhibits citrate lyase enzyme in your body which is known to be an important catalyst in the metabolic process of converting excess carbohydrates into fat. The natural (HCA) in is a known appetite suppressant that reduces cravings and decreases the urge to consume calories. Eating is affiliated with emotion. increases your serotonin levels, which leads to better mood and sleep. HCA also helps manage your stress hormones (cortezole), and in return you effectively attack that belly fat and see fast results! Helps Stop Fat From Being Made* Suppresses Your Appetite* Increases Serotonin Levels for Emotional Eaters* Main Ingredients

4 Directions: Take 2 capsules daily with a glass of water. ** Do not exceed 2 capsules in a 24 hour period. Read the entire label before use and follow directions. ** Saves Options: In Trial (meaning customer has only been billed shipping): 1. Build value offer trial extension 2. 25% Discount going forward 3. 50% Discount going forward In Trial Force Bill Procedures Since we want you to evaluate the product and make a decision for yourself how wonderful Garcinia Gold really is, I would like to present you a onetime offer! For today only we are allowing you to keep the trial product for $44.70 which is half off the retail cost. You won t have to send anything back and you can continue to use the product and put yourself in the best position to see the wonderful results! I can set this up for you today?

5 We want to make every attempt necessary to capture as much revenue as possible. If a customer is still within the trial you MUST offer to bill the customer today to keep the product. This can be 50% discount. Offer all saves to keep customer active If the customer declines, reiterate the benefits of continued used and the fact they have to return unused portion. Offer to allow the customer to keep at 50%/25% and bill the charge today. o If the customer needs a few days for the money to be available, that is fine, make sure the account is set to cancel after the next successful charge. This process is ideal opposed to the customer cancelling and returning as we still retain revenue or the client. Post Trial (customer has been billed at least 1 product price charge): 1. Build product value and offer to push ship date out 2. Offer 25% discount going forward/refund 3. Offer 50% discount going forward/refund Pricing Grid: Product Price 25% discount 50% discount $89.41 $22.35 $44.70 Future payment Future Payment $67.06 $44.70 Cross Sell Options Gold Cleanse Plus 14 Day Trial- Day 1: $3.95 S&H, Sent 30 Day Supply Day 19: $82.61 Re-bill, Nothing new shipped

6 Day 49: Charged $82.61 plus $9.99 S&H, Shipped new 30 day supply every 30 days. Gold Cleanse Plus Product Details First of all, let s cover the benefits: (List features/benefits/ If reorder, ask customer to provide a testimonial.) Flushes Pounds of Waste Matter From Your Body* Enables Absorption of Vitamins and Nutrients* Encourages Regular Bowel Movements* Enhances results seen with Gold Cleanse Plus is designed for anyone whose diet is high in any of the following: Bleached, Enriched, or Processed Flours White Sugar, Alcohol, Soda, or Milk Salt, Corn oil, Peanut Oil, or Margarine Baked Goods, pre-packaged foods, or fast food. Offer Includes: 30 Day Supply 60 Capsules Trial Terms and Conditions: By placing your order today you'll be shipped a 30 day supply of Gold Cleanse Plus (you just pay S&H). If you feel Gold Cleanse Plus is not for you, cancel within 14 days from the day you order to avoid the

7 purchase fee of $82.61 per item and enrollment in the auto-shipment program, which sends you a fresh supply of Gold Cleanse Plus every 30 days, starting 30 days after your trial period starts, at the low price of $ $9.99 s/h per item. By ordering you agree to the full terms and conditions shown here. To cancel anytime, call Directions for Use: Take one (1) or two(2) capsules with 8 oz. glass of water or as directed by your health care practitioner. Do not exceed 3 capsules per day. Ingredients: Proprietary Formula: Fennel Seed, Cascara Sagrada, Ginger, Goldenseal, Pumpkin Seed, Buckthorn Root, Licorice Root, Rhubarb, Citrus Pectin, Acidophilus, Acai, Cape Aloe, Bentonite Clay, Aloe Vera, Cayenne Pepper, Senna, Oat Bran, Prune Juice and Flax Seed Oil. Other Ingredients: Gelatin, Calcium Carbonate, Magnesium Stearate and Silicon Dioxide. The Return Policy: In order to obtain your refund, contact customer service by phone at during the hours of Mon-Sun from 12:00am to 12:00pm EST to obtain a Return Merchandise Authorization (RMA) number for your order. Please make sure to write down this number on the outside of the shipping box in large and legible print. To receive a refund, the return package must be postmarked within thirty (30) days of the original order date. Our fulfillment center is NOT allowed to accept any packages without an RMA number. You are required to pay for return shipping. If you return a package, we highly recommend that you obtain proof of shipment. After our fulfillment center receives your return package, it usually takes 3-5 business days (or less) to process your refund. Your refund will be credited back to the credit card you used to place your original order, and may take up to one (1) billing cycle to show in your statement, depending on the speed of your processing bank. Return Address: 3959 Van Dyke Road #1023 Lutz, FL 33558

8 We are not responsible for lost or stolen items. We recommend all returned items to be sent using some type of delivery confirmation system to ensure proper delivery. Same day order cancellation: Can void orders the same day 1 st time orders. Meaning if the customer placed the trial today and they call because they change their mind, you should try to save but you can void the account. o To void find the section of the account that is names void/refund and click the word void highlighted in blue and note the account. Cannot void after the date of order and there is no way to stop the shipment after date of order. Cannot void trial conversion or auto shipment charges Offer all saves possible if customer declines provide return information and advise tracking. Consumer Agency Threat: We DO cave to threats of the Better Business Bureau, Attorney General, Chargeback/Disputes. Immediate Correction of Company Errors: Will correct agent error, try to save but if you cannot provide return information and customer will be refunded when we receive it back. If customer starts to escalate about waiting for refund then refund up front. Will correct shipping delay, meaning if customer does not get it for 2 weeks we can extend the trial date or ship date if the customer calls customer service. Will correct product damage, give customer return info and submit a reship request for reshipment. Re-Shipment Policy: 14 day Reship Policy There is only one reship per order for the customer. If customer has no tracking, tracking confirms delivery to the wrong address or product was damaged we would reship the customer. Once a reship is sent we have to wait the reship time (14 days) to allow the customer to receive the reshipment. If customer does not receive the reshipment we can refund in full. We would have to wait 14 days before we can refund and you have to go off the notes. If it shows in the notes the customer was escalated for reship on 6/1 we cannot refund the customer until 6/14. If the customer has tracking that confirms delivery to their address and they say that they have not received it we will reship for that customer too. Difference is if customer does not receive the

9 reshipment we can only PARTIALLY refund due to having a tracking # that confirms delivery and the reship is a courtesy. If customer threatens AG, BBB, FTC or Dispute, refund in full. There are only 2 ways we immediately reship. 1. If the customer has received damaged product 2. If customers tracking on their account shows delivered to the wrong address All other issues i.e. no tracking or tracking that confirms delivery will have to wait 14 days. If the customer has tracking that confirms delivery to the customer provide the customer with the tracking number and ask them to bring it to their local post office to help them locate the package. Give customer the 14 th to call back on and let them know we can reship at that time. Example: If the customer ordered on 6/1 and they call on 6/7. Provide tracking number and tell them to call back on 6/14 if they still have not received and we will reship for free. If there is no tracking advise the customer we have to allow the postal service 14 days to deliver the package. Give the customer the 14 th day to call us back on and let them know we will reship for free at that time. Return Authorization: We do not accept packages with marked refused or returned to sender. RMA is generated in the system by finding the section that says RMA. Choose the reason and click generate RMA link. RMA should only be generated for damaged product unless the customer is in trial and returning or threatening and you have rebutted properly. Customer is required to get tracking. If the customer was suppose to be canceled and was not. Try to get the customer to return the package prior to being refunded. If customer is highly irate WE CAN MAKE AN EXCEPTION and refund up front tell customer to refuse the package due to agent error. Continuity Discontinuation Policies: A customer may discontinue their continuity program at any time. If the customer cancels within trial they are required to return. There is a support but if the customer does not receive cancellation conformation they are not successfully canceled. The best way for the customer to cancel is to call CS. Chargeback Policies:

10 LOMA Marketing If a customer has a documented chargeback in their account then they are not eligible to place any further orders with us. If customer is inquiring about a refund and have filed a dispute they would need to contact their bank If customer calls with bank on the line 1 st confirm if a dispute was filed. Delivery Recommendations for Products to be Returned to us: Customer is required to get tracking We are not responsible for lost or stolen items If customer can provide tracking that we have received it back agent can refund only if it is noted in the account that the return was authorized to avoid a threat made. If customer does not have tracking we have to wait for fulfillment to process the package and refund. Unverifiable Return of Product Policy If customer calls in and is looking for a refund for returned product 1. Ask for a tracking number to confirm we have received it back. If customer can provide this than refund the customer only if it is noted in the account that the return was authorized to avoid threat made and note the tracking number in the account. If customer does not have tracking look in the account to see if it is noted that the fulfillment has processed the package. If customer does not have tracking and there are no notes in the account advise the customer that we have to wait until the fulfillment center processes the package and notes they will refund the account. This process can take days without a tracking number because packages are processed in the order they are received. Credit Processing: If customer cannot provide tracking we have to wait on fulfillment to process the package and note the account which can take up to 30 days from the day it is received at our warehouse. Continuity Shipment Date Modifications: We can push the trial out max of 14 days from end of trial date unless there is a shipping delay. Then we can accommodate the customer. We can move the next ship date out a total of 90 days maximum

11 Customer Opt-In Policy LOMA Marketing It is required that you review the section of each customer s account that you access. If the address is listed, you must verify it with the customer and update the information if the customer advises you it has changed. If there is no address listed, you are required to ask the customer if they would like to provide one by using the following required (verbatim) scripting: Do you have an address that you would like to provide to us so that we may send you information about your order, and occasional s about special offers and promotions?