Subscription Option

Introduction

The subscription model enables customers to make recurring purchases for select products, such as those in the beauty and health categories. These products will be marked with a “Subscription” badge on the website and mobile app. Customers can filter and select subscription-enabled products and view benefits such as discounts, free shipping, and auto-ordering.

Customer Experience Flow

• Live TV & Web Purchase

  • Subscription products will be clearly labeled on the website, AMS, and live TV

  • Product Detail Pages will show:

    • • Subscription pricing vs. one-time purchase

      • Discount benefits for purchasing a subscription.

      • Option to opt in/out during checkout or from the cart

• Checkout

  • Payment methods accepted include Credit/Debit Cards, Google Pay, and Apple Pay.

  • Checkout summary shows:

    • • Subscription cycle (e.g., 30/45/60 days) (ShopLC drives the subscription)

      • Discounts (Discount codes are only applicable to the first order.)

      • Shipping method

• Post-Purchase Management

  • Customers will receive email/SMS alerts at least 7 days before each recurring charge is charged and shipped.

  • Manage subscriptions from Account > Subscriptions:

    • • Skip, Pause, Cancel, or Modify

      • View next billing/shipping dates

      • Update address/Payment method

Functional Requirements

Subscription Setup

• Products marked in AMS (Scheduler) will reflect subscription eligibility.

• Subscription cycles set at the item level (30).

• Subscription available via:

  • • Website & App

    • Call Centers & IVR (during live auctions)

    • Pre-order items

Payment & Fulfillment

• PayPal can’t be used.

• Budget Pay can’t be used.

• Only standard shipping is allowed.

• Orders for the same day may be grouped for delivery.

Eligibility & Stock

• Subscriptions are not available for RA customers

• Items out of stock will disable the subscription option

• Stock reserved 1 week before dispatch

• Subscriptions ship every 30 days by default

FAQs

Q1. A customer purchased a subscription to get a discount and now wants to cancel. Do we charge back the discount?

Answer: No chargeback is applied at this time. Let the customer cancel freely - no price adjustment needed.

Q2. A customer enrolled at a 5% discount but sees it's on their own? now 10%. Do we apply the new discount?

Answer: Not automatically. If the customer insists or continues to complain, you may honor the new rate as a one-time courtesy. Use discretion.

Q3. A customer made a one-time purchase but now wants it to be a subscription. Can we convert it?

Answer: No conversion is possible. Advise the customer to cancel the original order and place a new subscription order.

Q4. What happens if a subscription item is out of stock? 

Answer: An email notification will be sent to the customer. Let the customer know their order may be cancelled or delayed, and stock updates will be communicated proactively.

Q5. Are Budget Pay and Subscriptions available together?

Answer: No, not at this time. If asked, clarify that Budget Pay is not currently Let the customer cancel freely - no price adjustment supported for recurring subscription orders. 

Q6. Can customers pause, skip, or cancel subscriptions on their own?

Answer: Yes, via self-service in their account dashboard. You can also assist manually if they prefer agent support. 

Q7. Can customers upgrade shipping speed after a subscription order is processed?

Answer: No. Shipping method selected at checkout cannot be changed once the order has been processed.

Q8. Can promo codes be used with subscription orders?

Answer: Yes - but only for the first subscription order. Make sure the customer understands that future recurring orders will not include promo codes, only the If requested, offer to cancel the current cycle and subscription discount. 

Q9. What happens if a subscription payment fails? 

Answer: The system will retry the payment 3 times. If still unsuccessful, the order is cancelled. An outbound call or email may be triggered to confirm if the customer wants to continue.

Q10. Can customers use different payment methods for different subscriptions?

Answer: Yes. Customers can update the payment method on a per-subscription basis.

Q11. How soon must customers update their address after moving?

Answer: At least 1 full business day before the shipment date. Confirm shipment timing if needed and update the address immediately if within that window.

Q12. Can customers request early or faster delivery for a subscription item?

Answer: Not supported at this time. If requested, offer to cancel the current cycle and recommend placing a new one-time order if faster delivery is critical.

Reminder: 

Our product team is still in the development phase, finalizing the initial set of products that will be included.

Holiday Refresher

What to Expect During the Holiday Season

• Increased Call Volume - During the holiday season, especially in the weeks leading up to Christmas and New Year’s, we will receive more calls.

• Customer Expectations and Emotions - Customers may be more impatient, stressed, or frustrated during the holidays due to shipping delays, product availability issues, or missing holiday deadlines. You'll need to be prepared for potentially irate or anxious customers.

• Shipping Cut-Off Dates - Each year, just before Christmas, the company will announce a shipping cut-off date, which is determined by the volume of pending orders. Once the cut-off date is provided, we must inform customers that they will receive their package by Christmas if they place their order by the specified date. Starting from this date, all packages will be shipped via expedited shipping automatically, at no additional cost to the customer.

Most Missed QA Steps

• Please offer self service options: 

  • Pay your BP on the website

  • View your order history

  • Create your own return label 

  • Setup secure shield  

• Always verify the name of the customer.

• The shipping date is not a guarantee 

• Always check in with the customer within one minute

• Always update customer information such as address, CC anything out of date

• Make sure to offer further assistance and the survey 

VOC Format 

#PD (Exact Statement excluding curse words)

Invoice number, order number, Item number

Item Brand: 

Resolution: 

Action taken: 

Tips: 

• If the issue doesn’t have one of the categories you can put N/A

• You should copy this template down on a sticky note as you will use it a lot. 

• Place a separate note for #PD #PP #PF

Notes

Invoice Number

Order Number

Item Number

Resolution:

Action Taken:

Tips:

• Include essential details: Make sure to always include the invoice number, order number, and/or item number in your notes. These are crucial for tracking and resolving issues efficiently.

• Use a note template: To save time, copy this note template onto a sticky note or a document so you can quickly copy and paste it into every account.

• Note every account: All accounts must have notes added, except for straight sales where no account changes were made.

What is NIL

• NIL (Not In Location) .This can happen if the item oversold or it was damaged so we couldn’t send the item to the customer.

• Check for similar items up to $20 more and charge the original price.  If the customer has another item they are interested in as long as it is within $20 in price, we can still charge the same amount as the original order. 

Returns

• ALL items must be returned: Do not process any refunds without returns unless it is broken glass or liquid.  The warehouse will process the refund or reship. 

• No manual store credit: Do not give out manual store credit unless a supervisor approves. Also include the 

• SC over MOP: If you are processing a refund or cancellation ask if they would like it in store credit. 

• If someone is returning something, please use **ATTNRETURNS** when communicating with the returns department. 

• Make sure to ask the customer if they would like a reship or SC over the MOP option. 

• Do not advise the customer to write "Return to Sender." This method can take over a month to process, as it is given low priority by the post office. Instead, simply instruct the customer to open the package and use the return label inside.

• If you choose to waive customer fees, please make sure to note it under **ATTN RETURNS** in the system.

Cancelling invoiced orders

• Invoice Orders can no longer be canceled due to a customer’s "Changed Mind." Instead, please offer support options, such as guiding the customer through our return process.

•  However, if a customer wants to cancel an Invoice order due to an issue like the item being shipped to the wrong address or a similar concern, you are permitted to submit a cancellation request on their behalf.

Remember!

• Stay proactive and customer-focused this season!

• Please make sure to verify if the customer has an apartment number or suite when adding their address and remember to wish them 'Happy Holidays' on every call.

Essential Phone Etiquette

Tone & Pacing

• Smile while talking to convey warmth, even over the phone.

• Mirror the customer’s tone to show empathy, especially if they seem stressed or concerned.

• Speak clearly and take pauses, especially when providing instructions, to ensure clarity.

Empathy and Acknowledgment

• Use empathetic phrases like “I apologize you received the ring with a missing stone” 

• Repeat what the customer says to confirm understanding and show you’re actively listening. 

Politeness and Professionalism

• Avoid phrases like “You need to…” Instead, use “May I ask you to…” or “Would you mind…”

• Stay away from slang or overly casual language; maintain a respectful tone.

Handling Difficult Conversations

• Let the customer vent initially, showing you’re listening with short affirmations like “I see” or “I understand.”

• Use a calm, slower pace to help bring down the intensity.

Managing Complaints

• Start by acknowledging the complaint with understanding. Use solutions-focused language to guide the conversation toward resolution.

• Avoid phrases like “Unfortunately” or “There’s nothing we can do.” Instead, offer steps that could help.

Building Customer Rapport

• Use the customer’s name throughout the call, especially when expressing appreciation or empathy.

• Mention specific details the customer has shared, reinforcing that they’re being heard.

Showing Ownership

• Take responsibility for helping resolve the issue, even if it isn’t directly your fault. Avoid using phrases that shift blame.

• Say, “I’ll make sure this is addressed,” rather than “I’ll have to ask someone else.”

Expressing Genuine Apologies

• Apologize once, sincerely, using the customer’s name and stating the reason for the apology.

• Avoid “over-apologizing,” as it can come across as insincere.

What is buy all?

Buy all refers to a scenario where a customer expresses interest in purchasing all items featured in a group auction. Often, opting to buy all items in the group auction can entitle the customer to a discount. This discount can vary, ranging from free shipping to as much as 30%, although typically, we offer a standard discount of 20%.

FAQ:

1. Will the discount automatically apply if I click "buy all" while the item is on the screen?

Yes, the discount will automatically apply.

2. Can the discount apply automatically once the item goes off air?

No, you must manually add the discount.

3. What discount codes can be used to apply the "buy all" discount?

The following discount codes can be used: Buyall5, Buyall10, Buyall15, Buyall20, Buyall30.

4. Can I use a different code for the "buy all" discount than the designated ones listed?

No, please refrain from using any other code. If necessary, please speak with the manager on duty for assistance.

5. What if the group auction is 5 items but only three are left. Can the customer still qualify?

Yes, we can always still provide the buy all discount as long as they are still buying everything left in the group auction.

Note: Make sure to check the availability of the item before following the steps. 

1. Under the Refund/Return's tab, select Create RMA Request

2. Enter Order Code and hit search.

3. Select Replacement from the "Request" for option.

4. Select the order.

5. Check the order and select the customer's reason for replacement.

6. Select Generate R3 Request

7. Copy the R3 code and paste it in the Search RMA Request window present in the Refund/Returns tab. 

8. Check the order and select the relevant action. (Ex: Replace QC OK)

9. Copy the correct Stock code and enter it in the Search product window. 

Note: If an incorrect stock code is entered, an error message indicating the same will pop up. 

10. Select the item for replacement.

11. Select the reason for replacement in the "Replace Group" and "Replace Reason" dropdowns.

12. Note the account with the replacement for order number_____.

13. Select the correct Return Box and click on Save.

14. Click on Generate Order

Note: the replacement order will start with LC. 

We can also do a replacement for BP and regular orders

15. Validate the shipping address and place order.

16. Congratulations! Your $0 replacement order has been placed. 

Utilizing your tools with the newly implemented system upgrades can drastically decrease your handle time. Please use all the shortcuts we have provided to ensure fast and efficient calls.

Order Confirmation

Under Orders > Click on the Order Number > Send Email

Order Tracking Confirmation 

Orders > Click on Tracking or Barcode > Click Send Email

Refund Confirmation 

Order or invoice number > Click on Returns > Get Breakup > Refund Email

Offer Self Help Options

If a customer requests any of this information, it is more efficient to send them an email with one click, rather than having them write everything down. This will decrease handling time.

Search by Description 

When a customer mentions they are looking for a ruby ring bought a week ago, be proactive. Use the provided description to search their account immediately. Typing "Ruby" can narrow it down to two orders. If it's a Ruby pendant, you can quickly locate the order. If additional information is needed, ask the customer. This approach avoids asking for the order number upfront, saving over a minute in handling time.

Be clear and concise

If you say that someone is opening a can of worms, you are warning them that they are planning to do or talk about something that is much more complicated, unpleasant, or difficult than they realize and that might be better left alone.

Avoid saying "don't" not just to reduce wordiness, but to prevent complications. Mentioning a return label fee might prompt the customer to question why they're being charged for the seller's mistake, leading to dissatisfaction and conflict.

Tips & Reminders:

Offering Reports: Offering to send reports via email will help with call times and provide a better customer experience. 

Self-service options: Self-service is a form of customer service where you provide online customer support as well as a virtual assistant without the help of a representative from your company.

Sample Closing Scripts when you are unable to provide Joy:

“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."

If a customer contacts us regarding a return or a return label, agents are expected to inform them about the self-service options available online. While educating the customer about these new self-service options, we will still assist them with the label as needed.

Sample Script:

"I'm delighted to help you with your return setup. Additionally, I want to inform you about our new online feature. It enables you to effortlessly arrange your return, print the label, and send the package back. The process is user-friendly, with clear step-by-step instructions. To begin, simply hover over your name, proceed to order history, select the date of your order, and follow the prompts from there. If you need any assistance with this process, feel free to let us know!"

How To:

Login to Shop LC profile > Click on "Hello, (Username)" > Click on "Order History" > Select date range > Select the order which you would like to return > They will be redirected to a new page > Select reason to return > Click on " Submit". > Customers will get a confirmation page for the item they're returning.

Effective immediately, all orders placed on Facebook, TikTok, and Instagram after April 16, 2024, have been successfully synchronized into AMS. If you encounter inquiries from customers regarding the status of their orders, kindly request their email address and order number, and proceed to search for the information in AMS. 

However, for orders placed prior to April 16, 2024, please initiate a case and forward it to the dispatch team for further assistance in retrieving the status, as these orders cannot be viewed in AMS. Some of these orders are preorders, so please reassure the customer that they will receive their orders as swiftly as possible. They will be expedited immediately upon arrival at the warehouse. This refined process ensures efficient handling of customer inquiries and facilitates prompt resolution.

Note:

Customers are not obligated to provide a phone number when placing an order through any of these platforms. Once the issue is resolved, kindly inquire whether the customer would like to update their phone number for order updates. If they decline, that's perfectly fine.

Turn ordinary transactions into extraordinary experiences. The power of giving people more than they expect. 

When To Offer Unreasonable Hospitality:

• Birthday’s

• Holiday’s

• Hospital Stay 

• Family/Friend Passing 

• Saying Thank You 

• Anniversary 

• Job Promotion 

Idea’s For Unreasonable Hospitality:

• Vineet / Deepak / Host Deliveries 

• Personalized Item W/ Customer’s Name On It

• Flowers / Cake 

• Candle’s

• Shop LC Item W/ Our Logo 

• Handwritten Card From The Kids 

• Holiday Cards

• Cleaning Kit For High-End Orders 

• Gift Cards 

Tips About Unreasonable Hospitality:

• Not every single call/chat/email will have an opportunity for UH.

• Giving store credit isn’t UH. 

• All requests for UH will go directly to Miranda via email. 

• How we make people feel is what matters most of all.

All requests go directly to Miranda Ashburn. 

Name :

Code :

Phone : 

Email : 

Where Gift Is Going : 

Occasion : 

Gift Idea : (not required)

Maximizing sales opportunities during inbound calls involves understanding the customer's needs and offering relevant additional products that complement their initial request. Here's how you can effectively upsell or cross-sell during inbound calls.

Tips:

• Verify if the customer already purchased with Shop Lc.

• Verify the brief item description, price, and quantity of the item(s) that they are wanting to purchase. 

• Choose "Bid for New Customer"

Reminder:

Do NOT use the words "Account" or "Registration' when speaking to the customer.

Instead use the following:

History, Notes, Data, Comments, Details, Specific, Information, Report, Case, Annotation, Record, Gather, Collect

Points to Remember:

• Three things you must verify before adding the item to the cart?  ​Price, brief description, and quantity.​

• When can we transfer a new caller?  ​Never transfer a new caller. ​

• When asking for the cell or mobile number and email what is also a requirement? Benefits and Opt-In (from the cx acct screen)​
  
  

Maximizing sales opportunities during inbound calls involves understanding the customer's needs and offering relevant additional products that complement their initial request. Here's how you can effectively upsell or cross-sell during inbound calls.

Tips:

• Customized Solutions - Tailor your recommendations and solutions to meet the specific needs and preferences of each caller, demonstrating that you understand their unique requirements or requests. 

• Prompt Response - Answer calls promptly to provide a positive customer experience and demonstrate attentiveness to their needs.

• Listen Actively - Pay close attention to the customer's needs, preferences, and buying signals during the conversation. Understand their initial request and any related requirements they may have.

• Recommend Relevant Products - Based on the customer's initial inquiry, suggest additional items or services that complement their purchase and enhance their overall experience. Ensure that your recommendations are relevant and aligned with their needs.

• Personalize the offer - By personalizing the offer "just for you," you create a more meaningful and relevant experience for the customer, increasing the likelihood of conversion and fostering long-term loyalty.

• Highlight Benefits - Clearly communicate the benefits and value propositions of the additional products you're recommending. Explain how they can address specific pain points, solve problems, or enhance the customer's original purchase.

• Overcome Objections - Address any concerns or objections the customer may have about purchasing additional items. Provide relevant information, address their concerns, and offer reassurance to alleviate any doubts they may have.

• Practice Makes Perfect - As with anything, the more that you practise the better you become. It is no different with sales objection handling.

We're thrilled to introduce the simplified procedure for effortlessly adding Budgetpay orders for every month. 

Steps:

• Select the Emi From Date and Emi To Date.

• Then Search.

• Total Amount Pending should be showing on the lower left portion of the screen. 

Turn ordinary transactions into extraordinary experiences. The power of giving people more than they expect. 

Escalation Process

• Please escalate the issue after thorough research has been conducted and no resolution is within the agent’s authority. Supervisor approval is required for escalation.

• Once MOD or supervisor approval has been obtained, please submit the escalation request to: Escalation Queue Shop LC. If there is already an open case, do not create a new one but provide the customer with the case number. You may update the existing case if necessary.

• Please be aware that if an agent has previously documented the account and submitted an escalation with the date, please inform the customer accordingly.

• No more escalation voicemail all escalations should be sent by case. Escalation Queue Shop LC. 

What to Avoid

• Refrain from accusing the customer of dishonesty.

• Avoid emphasizing cost in the resolution process.

• Steer clear of accusatory language in your communication.

• Ensure you include essential details in your voicemail.

• Maintain a positive approach and refrain from speaking negatively about other departments or agents, emphasizing our unity as Shop LC.

• Offer options rather than telling customers what they should do.

• Avoid making assumptions about the details of the complaint; conduct thorough research and ask probing questions.

• Instead of directing customers to call Customer Service again, close the loop within the escalation department by creating a case, initiating a callback, or providing an email address or extension.

• Use positive phrasing and avoid any negative language.

• Take ownership and avoid phrases like "That's not our fault."

Explore the Case Assignment based on different scenarios here. 

Customers now have the option to generate a label online, or agents can perform the same action using Narvar.

How To:

• Please select “Order History” once you have selected it change the date and select the item you want to return. 

• Select the reason for the return. 

• Review your return.

• If you require the label to be printed, kindly visit DHL where they can print and dispatch it for you. For sending purposes only, please take it to USPS.

Remember:

If a customer contacts us regarding a return or a return label, agents are expected to inform them about the self-service options available online. While educating the customer about these new self-service options, we will still assist them with the label as needed.

Partial order cancellation allows us to cancel individual items within an order if a customer decides to change their mind, eliminating the need to cancel the entire order. We can now cancel specific line items upon request.

Partial Order Cancellation Facts:

• The system will automatically recalculate the shipping and tax.

• If the item is canceled while it is in authorization success, we will only take the total amount after the item was canceled when completing payment. 

• If the item was canceled in payment taken it will process a refund for the item including shipping and tax. 

• The canceled items should not be invoiced.

• Invoiced items can’t be cancelled under partial cancellation. 

• In case of budget pay, the first instalment should be recalculated and refunded/ payment processed accordingly as well as the future instalments will automatically be recalculated by the system.

How To:

• User need to search order with Order Code in "Sales Order" Menu.

• After searching order, user need to click "Edit Order" button on screen.

• User landed on "Create Order Page", now then need to click on "Cancel Item" button below the sales order line.

• Customer will be able to select items that they want to cancel. 

• Customer should be able to select the reason for cancelation. This would be the same list they provide for complete order cancellation. 

• After selecting reason of cancellation and providing description, user need to click "OK" button. 

Reminders:

• In partial order cancellation, the customer's money will be refunded in the original payment mode only.  

• If the customer pays with a mixed payment mode, like Credit Card and Store Credit, then the first amount will transfer into Store Credit and then Credit card. 

• The invoiced items should not be allowed to be canceled by the customer and the agent. 

• This is warehouse-only functionality and can done through the WMS Desktop application. 

• In the case of budget pay, the first installment should be recalculated and refunded/ payment processed accordingly as well as the future installments should be recalculated. 

Positive Attitude

Warm Greetings

Pleasant Tone of Voice

Empathy

Avoid Interruption

Call Control Elements

• Positive Words

• Probing

• Confidence

• Focus

• Stay away from Triggering "Words"

Tips to make your calls easier

• Make sure the customer’s problem and desired solution are stated as early in the call as possible.

• Have specific questions prepared for customers or clients who have issues explaining the problem.

• Use close-ended questions — questions that can be answered with a “yes” or “no”.

• Always wait for a pause in the conversation in order to redirect the conversation, don’t interrupt the caller.

• Be sure to stay on topic and have the end solution in mind. This will set the tone for the entire phone call.

• Remember to be friendly but not a friend. Answer questions that are off-topic with short responses.

• Quickly wrap up calls in a pleasant tone.

What is Empathy

• Empathy statements establish and maintain a rapport between you and the customer. They can be used to diffuse or de-escalate a situation and leaves the caller feeling more positively about the interaction.

• Empathy means that you are able to connect with and affirm a customer's feelings, even if you are unable to resolve the problem. 

• Providing empathy in customer service means that you allow the customer to feel heard by acknowledging their feelings. Doing so helps to enhance the experience.

H.E.A.R.T of Empathy

• Hear or listen to what the customer is saying and don’t interrupt! It’s their turn to talk, vent, share their experience, describe the problem, and perhaps teach you a thing or two about your product, service, or customer experience journey.

• Empathize - let them know you understand.

• Apologize - It can be as simple as ‘I’m sorry that that happened’ or ‘I’m sorry that ‘x’ made you feel that way.

• Resolve - Attempt to “right the wrong” on the first attempt. Even if you’re unable to offer a first call resolution, take ownership and assure them you will take care of them.

• Thank you -Thank your customer for taking the time to reach out and share their story. They were kind enough to take the time to share something that likely needs fixing or improving.

How to deal with angry customers

• Understand the caller's emotions.

• Use a calm and respectful tone.

• Follow the protocol.

• Take a five-second breather.

• Learn from the experience.

Note: The $10 WOW Credit

Never Ever just give the WOW Credit before resolving the issue. Really what the customer wants is a resolution this is just a bonus for the troubles they encountered with us. 

We are delighted to inform you that we can now effortlessly send confirmations with just a single click. Proactively sending confirmations, even without customer requests, goes above and beyond, providing a First Call Resolution (FCR) experience. This eliminates the need for customers to call back for tracking numbers or refund amounts, ensuring they have the information readily available.

How:

• Order confirmation email sent from the customer profile. The agent can send the order confirmation on demand.

AMS- Customer tab>Orders>Find order>Select order number>Select Send Email 

• Sending Shipment Tracking Email. The agent can send the shipping tracking on demand.

AMS>Customer Care>Orders>Find order>Select tracking number>Send email

• Store Credit reason for 'Courtesy Credit' not to be linked with Order code. This is a last resort we are not advising to use this option without good reason.

AMS>Customer Care>Credit/Debit>Courtesy Credit

• Sending Refunds email. The agent can send the refund confirmation on demand.

Customer care> Returns> Add Invoice or order number>Get breakup>Refund Email

Forgot Password Enhancement

Users can recover passwords without any support. 

Username- AMS Username  OPT- You will receive in the email

Email ID- is your email address

Utilizing your tools with the newly implemented system upgrades can drastically decrease your handle time. Please use all the shortcuts we have provided to ensure fast and efficient calls.

Order Confirmation

Under Orders > Click on the Order Number > Send Email

Order Tracking Confirmation 

Orders > Click on Tracking or Barcode > Click Send Email

Refund Confirmation 

Order or invoice number > Click on Returns > Get Breakup > Refund Email

Offer Self Help Options

If a customer requests any of this information, it is more efficient to send them an email with one click, rather than having them write everything down. This will decrease handling time.

Search by Description 

When a customer mentions they are looking for a ruby ring bought a week ago, be proactive. Use the provided description to search their account immediately. Typing "Ruby" can narrow it down to two orders. If it's a Ruby pendant, you can quickly locate the order. If additional information is needed, ask the customer. This approach avoids asking for the order number upfront, saving over a minute in handling time.

Be clear and concise

If you say that someone is opening a can of worms, you are warning them that they are planning to do or talk about something that is much more complicated, unpleasant, or difficult than they realize and that might be better left alone.

Avoid saying "don't" not just to reduce wordiness, but to prevent complications. Mentioning a return label fee might prompt the customer to question why they're being charged for the seller's mistake, leading to dissatisfaction and conflict.

Tips & Reminders:

Offering Reports: Offering to send reports via email will help with call times and provide a better customer experience. 

Self-service options: Self-service is a form of customer service where you provide online customer support as well as a virtual assistant without the help of a representative from your company.

Sample Closing Scripts when you are unable to provide Joy:

“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."