Customer Care Manual

Transcription

1 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 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: Triangle URL: Main Policies and Procedures: Straight Sale Offers Quantity Price Full Price (with shipping) Discount 25% 50% Buy 1 $49.95 each S&H $54.90 XXXXXX $12.48 $24.97 Buy 2 $47.45 each + FREE S&H $ % Off $23.72 $47.45 Buy 3 or more $44.95 each + FREE S&H $ % Off $33.71 $67.42 We will often see orders come into the system with a $10 off product. Pricing for those packages will be as follows.

2 Quantity Price Full Price Discount Buy 1 Buy 2 Buy 3 or more INGREDIENTS LLC. 25% 50% $39.97 each S&H $ % Off $9.99 $19.98 $37.97 each + FREE S&H $ % Off $18.98 $37.97 $35.97 each + FREE S&H $ % Off $26.97 $53.95 is comprised of Passion Fruit, Goji Berries, and Montmorency (Tart) Cherries. Scientific research studies confirm these superfruits have important sleep and health benefits. These three superfruits are combined to work synergistically for the first time in. Taken together, these fruits help you fall asleep quickly and gently. This fruit is non-addictive and you wake up refreshed, as opposed to with a groggy "hangover" that you might get from other sleep aids. The fruits are also packed with antioxidants and are rich in Vitamins A and C. It's a win-win: you receive both peaceful sleep and healthy nourishment for your body. Goji Berries Consumption of goji berries daily can improve sleep patterns. In a study published by the Journal of Complementary and Alternative Medicine, participants consuming goji reported better sleep, easier awakening and higher energy levels than people who were taking a placebo. Goji berries are a rich source of two nutrients that are necessary for healthful sleep: Magnesium and Thiamin (B1). Magnesium is a mineral that reduces the time it takes to fall asleep and improves the quality of sleep. Thiamin is found in the hulls of grains, but is missing from diets that mostly contain refined grains. Thiamin also improves mood, alleviates depression and increases energy levels. Montmorency (Tart) Cherries

3 LLC. In a study published by the European Journal of Nutrition, consumption of tart cherry improved sleep duration and quality and appeared to help with managing disturbed sleep. Tart cherries can reduce insomnia because they contain natural melatonin.tart cherries provide a healthy way to increase melatonin levels. Melatonin helps regulate sleep, but the optimal dosage is just 0.3 mg according to neuroscience researchers at Massachusetts Institute of Technology (MIT). Commercially available melatonin contains up to 10 mg of the hormone (more than 30 times the optimal dose). High doses of melatonin can cause the hormone to stop working. provides low levels of naturallyoccurring melatonin to help induce sleep gently. Passion Fruit Passion Fruit has a mild sedative effect on the human nervous system, which promotes a feeling of calmness and relaxes the mind. According to the African Journal of Plant Science, it has traditionally been used to treat anxiety, insomnia and restlessness. It is considered reliable and gentle, without drug-like effects or hangover. Passion Fruit also contains serotonin, which helps regulate sleep. Passion Fruit is native to several South American countries. Amazonian tribes are said to have used Passion Fruit medicinally for centuries - including to help with difficulty sleeping. Passion Fruit is commercialized in Brazil under several brands for use as a mild sedative. Directions Take two (2) capsules with water minutes before wanting to promote relaxation and support restful sleep. Saves Options: 1. Build Value/Offer Product Benefits 2. 25% Discount 3. 50% Discount The Policy: 100% Guarantee If doesn't help you sleep quickly and gently, simply contact customer service for a prompt and courteous 100% refund of your full purchase price.

4 Limit one return per customer/household. LLC. Return Process You do not need to return your bottle of. However, we must hear from you within 30 days of the date of your original order of. ** There are no returns on this campaign. If a customer declines all refund options to keep, we need to allow them to keep and call back if they want to reorder ** Policy For repayment, has the option of repaying the customer via check, issuing a full (100%) refund via credit card or simply cancelling the credit card authorization if for some reason the funds have not yet been collected. has sole discretion over the one-time refund per household policy determined through customer order data and IP address. Also, possesses the right to refuse a refund to anyone with suspicious intent of taking advantage of 's satisfaction guarantee on more than one attempt. (But, seriously, who would really do such a thing?!) carries full and complete responsibility for giving refunds to its customers in accordance to the terms and restrictions set forth here. For our customers, failure of notifying during the 30 Day refund period shall be taken as a full, complete and final acceptance of the terms of the sale of its product. Same day order cancellation: Can void orders the same day. Cannot void after the date of order and there is no way to stop the shipment after date of order. Offer all saves possible if customer declines provide refund information. Consumer Agency Threat: If a customer threatens Attorney General, Better Business Bureau, charge back/ dispute, and or FTC rebut ONCE. Example: Ma am/sir, I do understand you are upset but I have seen instances like this before. The bank will initially give you your money back when you file a dispute. After that they investigate the charge you are disputing and ask us for our Terms and Conditions and a screen shot of where you had agreed to

5 LLC. them, once we have provided this information they will remove the funds from your account without warning. Once you file that Chargeback, we can no longer assist you with a refund. I really want to help you and see you get the most money back as possible. Let s go ahead and refund what you were billed to avoid that, ok If the customer continues to threaten advise that you will refund up front If customer threatens make sure you note what they threatened in the account i.e. attorney general, better business bureau, dispute etc 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 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 reshipment 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.

6 LLC. 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. 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 If customer calls with bank on the line 1 st 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 and note the account clearly. We can only refund most recent charge if customer is threatening charge back/ dispute policies. Unless it is agent error. 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?

7 LLC.