Deliver the opening spiel and ask for customer's information needed to pull up orders and verify we'll be working on the correct account.

Primary Verifiers:

• Phone Number

• Email Address

Secondary Verifiers:

• First & Last Name

• ZIP Code

• First 6 and Last 4 digits of the card number

Note: Secondary verifiers may be used to search for orders, but primary verifiers are always required to be confirmed on every interaction.

Suggested Scripting:

"Hi, Thank you for calling Customer Service this is (NAME) , for verification purposes may I have your Phone Number and Email?"

“I'm speaking with John Smith, right?“

“I'm glad to have you on the line, how can I assist you?”

Acknowledge the customer's concern, express empathy and reassure customer on steps you would take to address their request.

Suggested Scripting:

• Unaware charge:

“I completely understand that the reason for your call is regarding the unaware charge/s from your account. Since you have me on the line, let me go ahead and check that for you.”

• Account Cancellation:

“I'm sorry to hear that the reason for your call is regarding the cancellation of the service but nothing to worry about let me go ahead and check available options for you.”

Look up information from the customer's order history to know which product they have and set up an introduction of the product.

Suggested Scripting:

“Upon checking our records, you have this (PRODUCT NAME) in your account...”

"I see you are taking advantage of our (PRODUCT NAME)…"

Provide a quick but complete benefit of the product, highlighting advantages of using it consistently and correctly.

Suggested Scripting:

• Skin: “...which can help reduce fine lines and wrinkles, and overall help restore the youthful radiance back to your face."

• ME: “...which can increase testosterone level and boost masculine features and attributes like sex drive and muscle mass.”

• CBD: “...which may help in relieving pain, or aid in reducing anxiety and depression.”

• Diet: “...which assists in burning fat, suppressing appetite and boosting metabolism for you to lose weight.”

Ask probing questions to know more about the customer's concern, gather useful information and uncover the root cause.

Note: Avoid asking unnecessary questions where the answer could be easily identified through checking the customer's order history or was mentioned by the customer. Actively listen for any cues or clues!

Suggested Scripting:

“Can you tell me how is the product going so far for you?”

“Can you describe to me how you're taking the product?”

“For record keeping purposes, may I know the reason for this cancellation?”

"Can you tell me the exact amount of the charge you are concerned about?"

Identify the cause of the customer's concern and tie back your responses to address the objection.

Suggested Scripting:

• Product not working

“Please do understand that the product is not a magical pill that works overnight. We have its full acclimation period of 21 to 30 days depending on our intake and physical aspect.”

• Product is too expensive

“I understand that the product price may be quite surprising and I really adore you for watching your finances nowadays. The good thing is we can give you a life time discount of (follow client hierarchy) for you to enjoy the benefits of the product at a cheaper price.”

• Customer doesn't like auto-shipment or monthly subscriptions

“Please do understand that your account was enrolled to a monthly subscription for your own convenience to avoid the hassle ordering it online. All you have to do is wait for the product right on your doorstep. We don’t want you to lose the progress that you already obtained once you run out of supply.”

• Customer wants to know our location:

"As much as i want to share our location our clients recently requested for us not to disclose our exact location but we are in the United States."

"Regrettably, because of our Non, Disclosure Agreement with our Clients, we are not at liberty to divulge our location." 

• Chargeback

"Since the dispute for this charge was filed through the bank, if you would need more information about the charge, I would suggest you contact the bank to know more about it."

Provide retention offers, making sure to follow the hierarchy specific to each campaign.

Suggested Scripting:

• Explaining the trial and rebill

“If you would recall, there was a purchase made last MM/DD where you would just pay for the shipping price of $X.XX and you could get the product/s and a trial period of XX days where you can try out the products first, see how it works out for you and let us know within that trial period. Since the trial period has ended and there wasn't any contact made to make any changes or modifications to the order, as stated on the Terms & Conditions on our product website, the full pricing of the product would be automatically charged.”

• Offering Trial Extension 

"We want you to continue using the product to achieve the goal you set out for which is to (INSERT PRODUCT BENEFITS). What I could do is to provide you a 7/14 - day trial extension so you could try out the products, see how it works for you and let us know before your trial period ends if you want to make changes or modifications to your order. So instead of your trial ending on (Original Trial End Date), it will be extended until (New Trial End Date)." 

• Offering LTDs

“I understand you're concerned about the pricing of the product, we all have to be wary of our finances and the good thing is I could apply a discount of %XX so instead of paying the full price of $XXX.XX, you'd be getting the products for a lower price of $XX.XX. This would take effect on your next shipment and would be applicable lifetime until you're satisfied with the results.”

“We'd really want you to keep using the product consistently to achieve the goal you set out for; as a way to keep you as our valued customer, I'd be glad to provide you this one-time offer %XX and you'd get the products every month for a discounted price of $XX.XX instead of the full price of $XXX.XX. Imagine, that would amount to $XX.XX worth of savings monthly. This would apply beginning the next shipment of the product/s and be effective lifetime.”

“We'd really want to do everything we can and exhaust all our options to keep you. I'm willing to go the extra mile and provide you my employee discount of %XX. I could apply this on your account right now and the discounted price would reflect as soon as your next shipment and be effective for a lifetime as long as you're using our products."

• Negotiating Refunds

"Please do understand that these are valid charges as stated on the Terms & Conditions upon purchasing the product."

"What we could do as a one-time courtesy is provide a refund of (follow refund hierarchy). This refund is to be credited back to the same card used for payment within 7-10 business days."

Inform customer that their concern has been addressed and set expectations for any confirmations they may receive.

Email confirmations are system-generated and automatically sent to customers when cancellation is processed or a refunds is applied to their account.

In some cases, an email confirmation about the cancellation or refund can be manually resent upon the customer's request.

Suggested Scripting:

• Cancellation

“I have successfully processed the cancellation of the service. Rest assured you will no longer be receiving any future shipments or getting any charges moving forward."

• Email Notification

"Keep an eye on your email as we will be sending a confirmation of the cancellation/ refund that we processed today within 24-48hrs. If it's not on your inbox, kindly check your spam folder. Rest assured everything has been taken cared of today."

• Refund

"The refund time frame is within the next 7 to 10 business days credited back to your account.”

"You can expect the refund to be processed within 7 to 10 business days back to the same card that was used for the payment."

• Retention offer accepted

“Congratulations! I have successfully processed the lifetime discount. Please expect the discounted price of the product reflected on your new shipment.”

"The discount has been applied to your account. You'll be taking advantage of the lifetime discount by the next shipment and continue enjoying it and until you are satisfied with the product."

Offer additional assistance to ensure customer has no any other concerns left unaddressed or questions unanswered. Show appreciation for them taking their time to contact us or even continuing to do business with us.

Suggested Scripting:

"Is there anything else that I can assist you with?"

“Everything is set. I hope I’ve been a good help today. This is (NAME). Thank you for contacting customer service. “