Notes Template:

1. Reason for Call/Cancellation

2. Retention offered- indicate if it was declined/accepted

3. Benefits/ Consultation/ Acclimation (if applicable)

4. VT and VA / Chargeback (if present)

5. CA

6. Mid status

NO need to indicate the following:

1. Email/phone# verified

2. Timeframe (refund/ shipping/ email confirmation)

3. Cancellation/ refund processed

4. Account details (such as name, phone#, email)

Do:

Make sure that all key details like customer’s concern, information provided, and call outcome are properly documented based on what transpired on the call.

Include:

MID Status

· *NORMAL*

· *YELLOW*

· *RED*

· *CLOSED*

State (if customer is from California)

· CA customer

· CA cx

· CA

Reason for the call

· Cci due to unaware charge

· Cci inq abt RS

· Cci req to cancel

· Cci inq abt TS

· Cci req for a refund

Actions taken

· Verified shipping address

· Provided tracking #

· Educ abt TS/RS

· Provided C&B

· Verified tracking # with USPS

Retention offers provided

· Offered 20% - 40% - 60% LTD (declined/accepted)

· Offered 25% - 50% - 75% LTD (declined/accepted)

· Offered FB (declined/accepted)

· Offered TS [end date] (declined/accepted)

Verbal threats mentioned

· VT BBB

· VT AG

· VT FTC

· VT consumer affairs

· VT bank

· VT social media

· VT police

· VT legal/regular attorney

· Multiple VT

DONT’s:

Some specific terms/jargon should not be used in the notations for all campaigns under any circumstances.

Any indication of or terms synonymous to a subscription or monthly payments:

Subscription
Monthly dues
Monthly payment
Monthly bill
Recurring charge

ACCOUNT NOTATION

Team -- in line with the recent update for our CBD products. This is regarding on how we place our notation. Starting today, we CANNOT notate the following words and the likes:

CBD

TRIAL

EXTENSION

EXTENDED

REBILL

This all across clients. Kindly check below the expected abbreviations / Jargons that we can use:

ALL campaigns. Effective immediately, STOP writing Subscription, Sub, Continuity, Travel Package, or similar terms in your notes. Simply State “CANCEL ORDER” instead. For everyone's strict compliance.

CBD OIL or CREAM : PRODUCT NAME 1 AND PRODUCT NAME 2. (Corresponds for S1 and S2)

TRIAL : TS

REBILL: RS

EXTENSION: We just simple notate the date (date only, dont put any notes about extending product to )

We also have special directive for KAYENN about notating their product names. We should use the abbreviated product name that we can found in the campaign info sheet. It was highlighted in ORANGE. Kindly check sample on the attached image.

We’ll roll this out thru a meet starting today. For the meantime please read and comprehend. Should you have question, feel free to message POC’s. This was also sent to you via DM to avoid missing this crucial update. Thanks!

FAQ

Can we state the word “CBD” on call?

Answer : Yes, as stated from the directive. The update is on how we place our notation.

Can we state the product name on call?

Answer: Yes, we are using the update for notation purposes.

How can we address the CBD products?

Answer: You can state on the call that these are CBD oil and cream but not in the notation. We cant use the word “CBD”. Just notate the product name and the abbreviation for Kayenn.

Example :

Helix CBD Oil : Simple Life Oil
Helix CBD Cream : Green Passage Relief
Kayenn CBD Oil : TRO
Kayenn CBD Cream : TRC

Page updated

Report abuse