Customer Care Manual
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1 HGH XL and HGH Fuel Customer Care Manual Customer Care Manual 1
2 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 results 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 Log Ins: See CRM Login section of shift planner. URL s: purehgh.co.uk hghfuel.co.uk flexhgh.co.uk maxhgh.co.uk Product Information: Both HGH XL, and HGH Fuel are the same, different labels. Benefits Build Muscle Fast Reduce body Fat quickly Increase Sexual performance Increase Energy Levels 2
3 3
4 Dosage: Take One pill in the morning and one in the afternoon for best results. 4
5 Main Policies and Procedures: Offers: Trial Terms and Price Points Day 1: 4.95/ 8.95/ 2.95 S&H charged and 30 day supply shipped Day 14: billed and nothing ships Day 30: S&H 30 day supply shipped and every 30 days thereafter Cross Sell: Testo XL Benefits Boost Testosterone Reduce body fat Gain strength Fast Build Lean Muscle Save Options for all products: Trial Saves Pre Trial (only billed shipping) 1. Build benefits offer trial extension 2. 50% discount to continue on auto ship Post Trial (billed trial conversion charge or is receiving auto shipments) 1. 50% discount going forward 2. 50% can be refunded if customer wants to return, VOIDS MBG Customer DOES NOT need to return Pre Trial-If they cancel within trial they can keep the product. Pricing Grid: Future Product Price 50% Refund Payment
6 The Return Policy: 14 day MBG from delivery date If customer declines partial refunds to keep and is insistent on returning for full refund. THEY DO NOT NEED TO RETURN. Please refund account minus RSF and advise customer to keep. PLEASE REFUND FIRST BEFORE MARKING ACCOUNT RETURNED. o Issue RMA in LL and then Select Return reason from drop down and Click on ORDER RETURNED. Only most recent shipment is eligible for a refund (one per customer) There is a RSF/bottle Refused or marked Return to sender packages are non refundable If product is damaged issue return information and submit a reship request for a reshipment. We do not need to wait for damage product to be returned. You submit reships yourself in the system by clicking on the link next to the tracking number. Please make sure you follow the reship policy properly 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. 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: IF the customer threatens Bank, Agency, BBB, Lawyer, Social Media, or any agency, we will refund 100%, no questions asked, not return needed. Refund 100% immediately, no rebuttals, and no partials. Re-Shipment Policy: 14 day reship policy You can reship in the system if the customer has a tracking # on their account. If they do not you would need to send a reship request. Follow the reship policy to a T 6
7 There is only one reship per order for the customer. If customer has no track ing, tracking confirms delivery to the wrong address or product was damaged we would reship the customer. We have to wait the reship time to allow the customer to receive the reshipment. If customer does not receive reship or if they receive another damage d product than we have to refund in full. We would have to wait 14 days before we can refund and you have to go off the history/notes in the account. If it shows in the history post reshipment to At Cost Fulfillment with the same tracking # You would start the 14 days from the date that is noted in the history. If the customer has no tracking than you would go off the agent notes that state sent reship request. If 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 reship we can only PARTIALLY refund due to having a tracking # that confirms delivery and the reship is a courtesy. If customer threatens 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 from date of order. 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. Continuity Discontinuation Policies: A customer may discontinue their continuity program at any time. If customer cancels in trial they are not required to return. If customer declines all saves DO NOT issue RMA, customer can keep. 14 day money back guarantee on most recent package. Customer can call within 14 days from delivery date and obtain RMA. RMA is only valid for 14 days from issuance. Check delivery date to confirm if within the money back guarantee. The money back guarantee starts the day the day the customer is delivered their shipment Chargeback Policies: 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 7
8 If customer calls with bank on the line confirm if a dispute was filed. If customer calls with bank on the line and has already filed a dispute and they are looking for information then follow terms to a T. Do not give any notation information only order dates and if/when the customer called to cancel/ MBG policy etc. Always note the outcome of the call. If the customer is calling with the bank on the line before they file a dispute, as long as it is within 90 days of the charge, refund the customer the most recent charge, provide return information. We can only refund most recent charge if customer is threatening charge back/ dispute policies. Unless it is agent error. 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 minus the RSF. 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 minus the restocking fee and note the tracking number in the account. 2. 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 the customer can provide tracking for product than agent can refund minus the restocking fee. Customer will see the refund in 3-5 business days after it is processed on our end. If customer cannot provide tracking we have to wait on fulfillment to process the package and note the account which time frame can range for 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 8
9 Customer Opt-In Policy 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? 9
10 Introduction: Thank you for calling HGH XL Customer Service. My name is. I m glad you called. And your name is? In order to look up your account please spell your last name. And your zip code, please? Thanks! Please verify your address, , and telephone number. Make any changes/updates to CRM and capture address if needed. If this is a new customer and they are looking to place an order go to New Sale scripting. Thank you for verifying this information. I see here that you placed an order for HGH XL on [date]. Advise caller of activity/charges on the account. Probing Questions: Keep in mind that this is most likely where we will find out the reason for the call today. Dig as deep as needed to uncover the True Emotional Need. How is it working for you so far? [Acknowledge.] 10
11 What results were you looking for when you decided to try HGH XL? [Acknowledge.] How much weight are you trying to lose? [Acknowledge.] What was your biggest motivation to try HGH XL? [Acknowledge.] Regardless of answer: That s great! What we have found is that the majority of our customers order for the same reason. HGH XL has key ingredients that will burn more fat without more exercise, flush and purify your system, and help boost your metabolism! Once HGH XL starts working you re going to love the way you look and feel! Regardless of customer s reason for calling: [Customer name], I can absolutely help with you with that. General Inquiry: Shipping Inquiry: track the shipment. Product Inquiry: answer any questions. Cancellation Request: Pre-Trial. Post-Trial or Straight Sale. Customer just wants to cancel. Determine the reason (price, product, etc.): [Customer name], I completely understand. Is it a pricing concern? Or is there something about that product you re unsure of? [Acknowledge.] I understand how you FEEL - lots of my 11
12 customers have FELT the same. What they have FOUND is that with continued use of HGH XL they are able to achieve the results they were looking for. Imagine how great you re going to feel and all the compliments you ll be getting when HGH XL starts working for you. At that point you ll know it s well worth the price, won t you? Interruption Stoppers: If the caller is not answering you or is being vague it s important to acknowledge the caller and then ask another open-ended question to get back in control. I.e., a question phrased to elicit a detailed response and encourage customer to engage. For example: How frequently have you been using HGH XL? [Acknowledge.] Value Build: Custom tailor the benefits to build value and eliminate price resistance. Be creative and paint a picture. Burns more fat without more exercise. Flushes and purifies the system. Helps boost metabolism. Green coffee is a natural anti-oxidant. Save Options: Pre-Trial: 12
13 Trial Extension: If the customer hasn t started using the product or requests more time, offer to extend the trial. This is what I m going to do for you, [customer]. I m going to extend your trial for an additional 7 days. This will give you more time, free of charge, so you can start to see the difference you re looking for, OK? If Yes : Process the extension in the system, provide next billing date, and go to Close. If No : Go to RESELL #1. RESELL # 1: Build benefits of the product and offer to move ship date. [Customer name], I know you ordered HGH XL because you re serious about reaching your goals. We want to ensure that you take advantage of the benefits of HGH XL. Why don't I extend your next ship date an extra [30/60/90] days and give you a chance to see the results many of our customers have, OK? If Yes : Move billing date in the system, provide next billing date to customer, and go to Close. If No : Go to RESELL #2. RESELL #2: Offer 25% discount. I certainly understand your concerns, [Customer name]. Other than the price, is there really anything that would keep you from reaching your goals? [Customer name], I m confident HGH XL is going to work for you. So, as a courtesy to help you achieve the goals of [Hot Buttons] I m 13
14 going to give you a 25% discount on all future orders! Write this down! All future shipments will be just $74.99, and that s reasonable, isn t it? Great! If Yes : Apply discount and provide next billing date and new discounted price. Go to Close. If No : Go to RESELL #2. RESELL #3: Offer 50% discount. [Customer name], we are always interested in hearing how HGH XL has worked for our customers and your opinion really matters to us! So what I will do is set you up as one of our Opinion Leaders. With this status, the major benefit for you is we will give you an incredible discount of 50% on all future orders. All we ask is that you keep us informed of any questions, comments, or concerns, regarding your results. I m excited to help you! I ll go ahead and apply the 50% discount, OK? Great! If Yes : Apply discount and provide next billing date and new discounted price. Go to Close. If No : Go to Close. Save Options: Post-Trial: RESELL # 1: Build benefits of the product and offer to move ship date. [Customer name], I know you ordered this because you re serious about reaching your goals. We want to ensure while you have the product in hand, you take advantage of the benefits of HGH XL. With our product you will need consistent use to see the amazing results. Why don't I extend your next ship date an extra [30/60/90] days to give you time to see the results many of our customers have, OK? 14
15 If Yes : Move billing date in the system, provide next billing date to customer, and go to Close. If No : Go to RESELL #2. RESELL #2: Offer 25% discount. I certainly understand your concerns, [Customer name]. Other than the price, is there really anything that would keep you from reaching your goals? [Customer name], I m confident HGH XL is going to work for you. So, as a courtesy to help you achieve the goals of [Hot Buttons] I m going to give you a 25% discount on all future orders! Write this down! All future shipments will be just $74.99, and that s reasonable, isn t it? Great! If Yes : Apply discount and provide next billing date and new discounted price. Go to Close. If No : Go to RESELL #3. RESELL #3: Offer 50% discount. [Customer name], we are always interested in hearing how HGH XL has worked for our customers and your opinion really matters to us! So what I will do is set you up as one of our Opinion Leaders. With this status, the major benefit for you is we will give you an incredible discount of 50% on all future orders. All we ask is that you keep us informed of any questions, comments, or concerns, regarding your results. I m excited to help you! I ll go ahead and apply the 50% discount, OK? Great! If Yes : Apply discount and provide next billing date and new discounted price. Go to Close. If No : Offer the customer to pay for what they have at a discounted price and cancel future orders. If the customer declines, provide RMA and return address. Go to Close. 15
16 Pricing Grid: Future 50% Future Product Price 25% Refund Payment Refund Payment $99.98 $24.99 $74.99 $49.99 $49.99 If customer declines all save offers and is requesting return instructions for a refund, offer a 25% refund to keep the product and cancel future shipments: [Customer name], I completely understand your decision and would be more than happy to provide you with return instructions for your package. Before I give those to you I would like to extend a hassle-free, money saving offer because you are a valued customer and we know once you use the product for at least 30 days you will begin to experience the amazing results you were hoping for. To avoid the hassle of having to return the product at your cost we can cancel any future orders and you can keep the product you have now for just $74.99! This will save you time and money and still allow you to use the full supply. I will refund your account $24.99 today and go ahead and keep the product you have. I have canceled any further shipments, but do me this one last favor: call us back once you have finished the bottle and have discovered the new more confident you and give us your testimonial, OK? If Yes : Refund 25% and cancel recurring upon refund. Go to Close. If No : Offer a 50% refund to keep the product and cancel future shipments: I completely understand, [Customer name]. I want to make this as easy and convenient for you as possible and make sure you still have a chance to use HGH XL and see the results you re 16
17 looking for. So, I will give you my personal 50% Employee Discount. I will refund your account $49.99 today, go ahead and keep the bottle you have, and I will cancel all future orders, OK? If Yes : Refund 50% and cancel recurring upon refund. Go to Close. If No : Issue RMA, give return address, and advise customer to obtain tracking. Pricing Grid: Refund/ Refund/ Discounted 50% Discounted Product Price 25% Refund Price Refund Price $99.98 $24.99 $74.99 $49.99 $49.99 Return Address: New Sale/More Information: So you d like some more information on HGH XL today? Great! I d be happy to help you! New Sale Probing Questions: Dig as deep as needed to uncover the True Emotional Need. What results are you looking to achieve? [Acknowledge.] What have you tried in the past? [Acknowledge.] What is your biggest motivation for making this change? [Acknowledge.] List features and benefits. If reorder, ask customer to provide a testimonial. 17
18 Burns more fat without more exercise. Flushes and purifies the system. Helps boost metabolism. Boosts energy I am so glad you called today because we have an incredible money saving promotion for you! HGH XL Trial: Campaign ID (47), Product ID (25) Straight Sale Options: Close: Is there anything else I could have done to better your customer service experience today? [Acknowledge.] Thank you for calling HGH XL Customer Service and I hope you have a great day! 18
Customer Care Manual
LLC. 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 results in high buyer satisfaction
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