Using the term "Full Refund"

Kindly avoid using the term “FULL REFUND” when confirming the processing of a refund within the 60-120 day window. Customers may get the impression that all charges on their account are being refunded when in reality, they are eligible for either the 60-day money-back guarantee or up to 120 days with Team Leader approval. 

Please use clear and accurate language to manage customer expectations appropriately.

Review Guidelines

Please ensure you always review the Retention Matrix, Knowledge Base, and Process Updates for the latest guidelines.

Check the Purchase Date First

Always verify the purchase date of your customer, as it may fall outside our 60-day money-back guarantee (MBG) period.

Password Resets and Welcome Emails

Only reset passwords if requested by the customer. Resend the welcome email as an alternative.

 If the welcome email has already been resent by the initial agent, you may proceed with resetting the password.

Macro Usage

It is essential to edit or change macros as necessary to tailor them to the specific needs of the customer's issue. Ensure macros provide accurate and complete information for effective customer support.

7-Day Free Trial Information

Customer Awareness: Regardless of the issue, if a customer is on a trial period, they  need to know about it to avoid repeat contact and ensure a first-contact resolution (FCR).

Clearly explain how the subscription was initiated, including terms, program features, and benefits.

Recurring Charges: Inform the customer of the recurring charge amount after the trial period.

Trial End Date: Communicate the exact date when the trial will end.

Include the cancellation link whenever notifying a customer about their 7DFT, regardless of whether the customer has requested cancellation.
(Note: If the customer did not request for cancellation, we can proceed to close the ticket.)

Program Reactivation Issues

We have noticed that some agents are not reactivating the program(s) in MM when a customer has:

• Agreed to a partial refund

• Refunded part of a bundle program

We need to make sure we follow the proper procedures to reactivate programs in this situation. If we don’t, it could lead to a QA markdown.

Handling tickets with DSAT

 If you encounter a DSAT on a ticket assigned to you, seek assistance before responding.

 Failure to seek assistance when a DSAT is present on your ticket will lead to a coaching request to your TL.

 Our goal is to minimize the occurrence of multiple DSATs on a single ticket.

Probing Questions

For tickets and calls: Agents are encouraged to use effective probing techniques to uncover the true intentions of customers. Often, customers may not explicitly ask for a refund but use different terms or phrases. It's important for agents to read between the lines and understand the underlying request.

Example Scenario: If a customer calls and mentions the need to cancel a one-time payment program, they may actually be seeking a refund without directly stating it. Use probing questions to clarify their needs and determine the best way to assist them.

Suggested Probing Questions:

• Could you provide more details about why you're looking to cancel?

• What outcome are you hoping to achieve with this cancellation?

• Is there a specific issue or concern that led you to request a cancellation?

• How can we address your concerns to your satisfaction regarding this cancellation?

• What would you like to happen next after the cancellation is processed?

• Are there any additional details or preferences you have regarding the cancellation process?

By asking these questions, agents can better understand the customer's situation and offer appropriate solutions.

Retention and Refund Handling

Agents should be proactive in identifying whether a refund is implied, even if the customer does not explicitly use the words "refund" or "return my money."

Agents must use critical thinking to determine if a refund or retention is appropriate based on the context of the customer’s request.

This applies to handling both tickets and phone calls.

Phishing Phrases During Calls

Agents should avoid suggestive probing in their conversations. Examples of suggestive questions to avoid include:

•  "You're not aware of this charge, right?"

•  "Since you're not aware of this charge, you would like to request a refund, correct?"

This guideline falls under Q6: "Did the agent resolve the customer's concern/inquiry completely and accurately during the first contact, if applicable?" Probing effectively is essential but categorized as Non-Critical.

Non-Critical Errors: Agents will lose partial points (4 points) for suggestive probing.

Opening Spiel Timing

Agents must deliver the recommended opening spiel within 7 seconds of receiving a call.

If technical issues cause a delay, agents should report this in the HR GC.

Non-compliance will result in a deduction of 3 points under Q1: "Did the agent follow the recommended opening spiel?"

Clarification on Sharing Program Benefits (Tickets & Voice)

1. When a customer asks about canceling or getting a refund, you should always tell them:

The benefits of the programs they have, and

What programs are still available to them — this helps keep things clear and transparent.

Here’s how to do it:

• If they have 1–2 programs: → Give a short summary of the benefits for each program.

• If they have 3 or more programs: → Just list the program names.

Check Process Update Slide #184 for full details.

For Voice:

• You can highlight 3 key benefits per program instead of reading the full summarized benefits.

• If the customer mentions their programs or it's clear from their statement that they’re aware of their other active programs, there's no need to repeat or list them again.

2. If the issue is not about cancellation or a refund:

• You don’t need to mention their programs and/or benefits.

Verification Process Update for Tickets and SMM

To streamline the verification process for tickets and SMM, we have updated our guidelines:

• If an account can be found using the customer's first and last name, even if the email does not match, we may proceed with assisting the customer.

• If an account can be found using the email address, but the customer provides a different name, we may also proceed with assistance.

• In cases where multiple accounts appear under the same first and last name, we should request additional verification, such as the email address or phone number.

For phone calls, the verification process remains unchanged, as it is easier to confirm customer details verbally.