Posted: July 31, 2024

Adding PD (Potential Detractor) on the account notes



A Potential Detractor (PD) should be placed on an account under the following circumstances:

• Negative Feedback: When a customer expresses dissatisfaction or provides negative feedback about a product, service, or overall experience.

• Low Survey Scores: If a customer rates their likelihood to recommend your company a low score on a Net Promoter Score (NPS) survey.

• Repeated Issues: When a customer has recurrent problems with their orders or interactions with customer service, indicating ongoing dissatisfaction.

• Escalations: If a customer frequently escalates issues or requests to speak with a supervisor, it suggests a lack of

• resolution and potential dissatisfaction.

• Service Interruptions: When a customer experiences significant service disruptions or delays that lead to frustration or inconvenience.

• Return and Refund Complaints: If a customer frequently returns items or complains about refund processes, it may indicate dissatisfaction with the products or services.

• Unresolved Issues: When a customer's issue remains unresolved after multiple interactions, leading to ongoing frustration and dissatisfaction.

Posted: July 31, 2024

A New Way to Access Account Notes

Now you can view the customer notes from the ORDER screen, then click Customer Notes to view all notes in the profile.

Posted: July 31, 2024

Using Store Credit on Rising Auction Wins

Customers CAN apply Store Credit for Auction Wins but CAN'T use it with Autopay.

Posted: July 30, 2024

Adding Multiple Item Numbers to the Cart

You can add multiple item numbers in the SKU Box.  Be sure to add COMMA after each item number. All items will be added to your cart if they are in stock. 

For example: SKU12345, SKU67890, SKU11223

This will ensure that all specified items are added to your cart. 

Posted: July 29, 2024

Permanent Account Cancellation Request

If a customer requests to cancel an account permanently:

• Probe for the Reason: Ask the reason for cancellation and attempt to resolve issue first.

• Offer Temporary Inactivation: If the customer insists, offer temporary inactivation with the option to reactivate later.

• Escalation Case: If customer decline the first 2 options, create a case and assigned it to "Escalations".

Remember!

Always prioritize efforts to retain the customer before proceeding with inactivation or escalation.

Posted: July 22, 2024

Health Questions from the Customers

If a customer has health-related questions about any items, do not send a question to QC or attempt to answer these questions yourself.

Sample Script:

"I understand your concerns regarding health- related questions about this item. However, I am not qualified to provide medical advice. I recommend you consult your doctor for the most accurate information."

Posted: July 22, 2024

Update the Birth Dates of VIP & Champion Customers

When you are assisting a customer who is identified as a VIP or CHAMPION (marked yellow & green respectively), please remember to ask for their Birthdays. Add it in AMS under "Account Information".

Sample Script:

"Would you mind if we send you something on your birthday?"

This allows us to verify their birthdate and update our records accordingly. 

Posted: July 22, 2024

Canada Shipping

Shop LC will NOT ship Lifestyle Rising Auction (RA), CBD (Cannabidiol), and hazardous items to Canada.

Posted: July 19, 2024

Sample Personalized and Energetic Closing Spiels

• "Thank you for calling! Your feedback helps us improve. Please hold for a brief survey. Have an amazing day!"

• "We appreciate you reaching out! Stay on the line for a quick survey to share your thoughts. Enjoy your delightful day!"

• "Thanks for your call! Hold for a short survey. Have a fantastic day!"

• Please hold for a brief survey. Thanks again and have a splendid day!"

• "We love hearing from you! Stay on the line for a quick survey. Thanks, and have a fabulous day!"

• "I'm happy we could make this right for you. Please hold for a brief survey. Have a wonderful day."

• "Thank you for calling. Please hold for a brief survey. We appreciate your business."

• "Thank you for calling. We appreciate your order. Please hold for a brief survey. Goodbye."

Posted: July 17, 2024

Resizing FAQs

While placing the order, if the cx hasn't selected the resize option?

Items will not be resized if the order is not marked for resize. Once the invoice is processed, resizing is not possible. Customers must return the ring for resizing after trying it on.

The ring was delivered to the customer and now the customer wants to send the ring back to Shop LC for resizing.

Any items over $500 and other items that were advertised on air can be resized for free.

Can an agent accept the return for resizing?

Yes, agents can accept it. But please ask the customer to write a note explaining from which size they need the resize and invoice# or order# and the Item code.

NOTE: 

• We can resize 2 down and up this includes quarter and half sizes.

• Please remind customers that resized rings are non-refundable.

Posted: July 17, 2024

Refund Emails

A Refund Email will be sent once processed on the customer account under the RETURNS tab. 

However, NO EMAIL will be sent for PARTIAL REFUNDS listed under the REFUND tab.

Posted: July 16, 2024

Wrapping Up a Call with a Talkative Customer

To signal the end of a call, consider using phrases like:

"Thank you for your time today."

"If you have no further questions, we'll go ahead and wrap this up." "Is there anything else I can assist you with before we conclude?"

"I'm glad we could resolve this today."

"Thank you for reaching out."

"Please feel free to contact us again if you need anything else."

"I'll go ahead and process this now. You'll receive an email confirmation shortly."

Posted: July 16, 2024

Email Address Verification Process Update

We NO LONGER need to verify the Email Address on file.  We will assume that the email currently on file is the correct email. 

Sample script:

"I have processed your order, and you will receive the confirmation to the email on file."

Please note that this applies to sales and customer service (CS) calls.

Posted: July 12, 2024

TAMSY Inquiries

For any Tamsy inquiries, please create a Case # and assign it to Tamsy on Salesforce. 

Posted: July 3, 2024

Alternative Closing Statements to Maintain Positive Tone

When you find yourself unable to convey joy in your closing statements, rephrase them to maintain a positive tone.

Here are some alternative ways to end your communication:

"I'm sorry that the solution provided didn't meet expectations. We appreciate your feedback and are here to help if you have any further questions. Please stay on the line for a brief survey. Thank you for choosing ShopLC and have a great day."

"Thank you for your patience and for choosing ShopLC. Although we couldn't find a solution today, we're committed to resolving your issue. Please stay on the line for a brief survey. Have a great day."

"We appreciate your understanding and the opportunity to assist you. Please stay on the line for a quick survey. Have a wonderful day."

"Thank you for allowing ShopLC to assist you. We're actively working on a resolution and appreciate your patience, even though we couldn't solve it today. Please stay on the line for a short survey. Enjoy the rest of your day."

"We value your feedback and are committed to resolving your issue. While we couldn't find a solution today, thank you for choosing ShopLC. Please stay on the line for a brief survey. Have a pleasant day."

Posted: July 3, 2024

Adding Budget Pay for each month is now simplified

Select the EMI From and To Date

Select "Search"

See "Total Amount Pending" at the bottom of the left screen