Posted: March 28, 2024

Enhanced Customer Experience

• Use Power Words

• Acknowledge Everything the Customer Says

• Specific Apology if required

• Build Rapport with the Customer

• Personalized Approach

• Prompt Responses 

Posted: March 27, 2024

Apology and Expedited Shipping: Ensuring Customer Satisfaction



In the event a customer expresses concern regarding their order, please provide them with our agent verbiage emphasizing our dedication to efficient shipping. Simultaneously, relay the order details to our warehouse team via MS teams chat to facilitate complimentary expedited shipping.

Include this template:

Please expedite shipping

Customer name:

Code:

Invoice number:

Address:

Agent Verbiage

"We sincerely apologize that your order has not shipped as quickly as we would like. Your satisfaction is our top priority, and we understand how important it is to receive your items promptly. To make things right, we are expediting the processing of your order at no additional cost to you. This means I am reaching out to the warehouse right now to add the free expedited shipping. Thank you for your patience."

Posted: March 27, 2024

Opatra Returns

For any defective Opatra items, they should be returned directly to Opatra, not to Shop LC. These items are covered by a lifetime warranty.

Customers are advised to visit the Opatra website and complete the warranty information. If necessary, we can provide the invoice to the customer. If a customer is unable to access a computer, we should go the extra mile and assist them in filling out the warranty information.

For further assistance, customers can contact

Opatra Product Support at 1-800-844-4220.

Press #2 for Customer Service

Opatra Warranty Information: https://opatra.com/pages/warranty

Note:

If there is no defect with the item but the customer is simply not satisfied, please return it to Shop LC.

Posted: March 27,  2024

Handling Difficult Customers

NEVER Lose your Calm, and NEVER be Rude to the Customers!

Tips to Handle Rude Customers:

• Take a deep breath

• Understand that the customer is not angry with you, but rather upset due to the experience they had with ShopLC.

• Maintain a composure.

• Listen to the customer carefully and let them vent. Avoid interruptions

Posted: March 26, 2024

Voucher Information Purchases Made On 3/14/2024

Customers are now eligible to receive vouchers for orders made over a specific amount within a single calendar day. However, we're receiving calls from customers reporting that they haven't received their vouchers with their orders, despite receiving an email confirming the voucher's inclusion. 

To address this, we've generated voucher codes for agents to utilize:

Marchvoucher10: Valid for purchases totaling $50-99.99

Marchvoucher20: Valid for purchases totaling $100-199.99

Marchvoucher50: Valid for purchases totaling $200 or above

These vouchers are only applicable for purchases made on 3/14/2024.

Agents must verify the order history for this day to ensure eligibility before adding the voucher for the customer to use.

Please do not disclose these internal codes to customers; the order must be placed with an agent.

Under no circumstances should store credit be provided for the vouchers; agents must use the designated voucher code.

Posted: March 23, 2024

Customer Security

Please refrain from adding the SECURITY CODE on Five9. If you come across any information resembling card details, kindly remove it. 

Posted: March 19, 2024

Refund Policy: Item Price Verification

Please ensure you verify the TOTAL COST of the item before processing any refunds. The empowerment granted to agents pertains to the full price of the item, not just the initial payment on Budget Pay. 

Posted: March 16, 2024

Canada Tax

Canada, customs duties and taxes are applied to goods imported into the country. The Canada Border Services Agency (CBSA) is responsible for assessing and collecting these charges. The amount you pay depends on several factors including the product's value.

All Canadian customers who purchased between January and February 2024 will receive a letter regarding this update.

Sample Letter

Dear Customer,

We hope this email finds you well. We want to inform you of an important update regarding an update on taxes and duties for items shipped to Canada.

Effective now, Our Carrier partners will collect the payment of taxes and duties from you upon delivery to your items.

Posted: March 15, 2024

Free Shipping on Mobile App

It's FREE Shipping Friyay on the Shop LC Mobile App

Everything ships FREE*

use code: FRIYAY

Offer excludes $1 Auctions.

Posted: March 15, 2024

Ask for Email

ALWAYS ASK FOR EMAIL 

If the flag note was added 6 months back, please ask for the email again.

ADD FLAG NOTES

If the customer mentions that they do not have an email. Add a flag note which must include the date and the initials of your

name.

REMOVE FLAG NOTES

If the flag note does not include date and initials, kindly remove the flag note.

Posted: March 15, 2024

Update Address through the Website Account

Please be advised that customers cannot update their address from their web account directly; it can only be updated through AMS, and that you should always be proactive in taking responsibility of placing the order for the customer.

Never advise a customer to update the address through their website account on their own!

Posted: March 14, 2024

Customer Appreciation Day



Get $10 on a Total Purchase Value of $50-$99.99

Get $20 on a Total Purchase Value of $100-$199.99

Get $50 on a Total Purchase Value of $200 and above

Offer valid on March 14, 2024 until 11:59 PM CT. Vouchers expire on at 11:59 PM CT March 31, 2024.

Coupons are applicable to the TOTAL ORDER VALUE FOR THE DAY. T&C Apply.

Posted: March 13, 2024

Handling Customers Using Unprofessional Language

• Stay calm and give disclaimer politely.

• Escalate to Supervisor on Duty for call disconnection.

• Note the customer's file and refrain from quoting profanity or inappropriate language on notes.

Suggested Script:

"I would love to help you. However, I would request you to maintain the professionalism of the call or I will be bound to disconnect this call."

Posted: March 13, 2024

Proper Notation / Adding Notes

Use the correct note format (template).

Notes must mirror the interaction with the customer.

Notate any technical issues.

Save any updated information and include both old and new data in the relevant notes.

Please add the supervisor/team lead/SME or any admin whom you spoke and approved your request about the call.

DO NOT INCLUDE UNNECESSARY INFORMATION

• NO PERSONAL FEELINGS

• NO INAPPROPRIATE LANGUAGE ON WHAT THE CUSTOMER MIGHT SAY.

FOR PROFANITY - PLEASE INFORM YOUR SUPERVISOR IF YOU DISCONNECT FOR THAT REASON.

Posted: March 9, 2024

New AMS Update

When sending Budgetpay Report, Order History report, Refund Email, etc through AMS inform the customer that it will take 24-48 hours for the email to reach them.

Posted: March 8, 2024

Call Greeting

Wish our customers "Happy Easter" on each call starting March 8, 2024. 

Posted: March 7, 2024

Return Policy for Opened Items

Please offer a replacement or refund without a return for OPENED items (either customer opened it or came opened) such as beauty products or anything edible.

Note: Excluding clothing

Posted: March 2, 2024

Cable & OTA (Over-The-Air TV) Complaints



Details we need for investigating Cable and OTA(Over-the-air TV) complaints. Please collect the below-mentioned

information from the customers:

Postal code:

Channel number:

Network name:

U-IVR number: (only applicable if the video is working and you need to ask the customer about the number they see at the bottom of the screen)

Once you have the information, please email it to @LC Engineering (engineers@shoplc.com).