Script: 3 Call Flows / Auto Renewal

LiveCareer

I WANT TO CANCEL – got a Job!

Agent: Thank you for choosing Livecareer, My name is (your name) .How may I help you today?
CX: I want to cancel
Agent: I can Help you with that
Agent: May please I have the email address that you used to set up the account? / and or create the account?// May I please have the last 4 digits of the card that you used?
Agent: Thank You
Agent: May I have your name please?
Agent: Thank You (Cx’s name)
Agent: while I’m processing this, can I ask why you want to cancel today?
CX: I already found a job!
Agent: That’s great to hear. Congratulations on your new job! (Tone should be upbeat)
“We’d appreciate if you would tell your family or friends about us maybe we could help them land a job the way we have helped you”
CX: Okay, I will
Agent: Thank you. I have cancelled your account. You will receive confirmation email shortly.
“We would also appreciate if you would post a feedback on your Livecareer experience on Sitejabber. I will be sending you an email after this call. Thank you for your time”
Agent: Is there anything else I can help you with today?
Agent: Thank You for choosing Livecareer. Have a great day!

I WANT TO CANCEL + cx does not have a job, but states other reason

Agent: Thank you for choosing Livecareer, My name is (Agent’s name) How may I help you today?
CX: I want to cancel
Agent: I can help you with that
Agent: May I please have the email address that you use to set up the account? / and or create the account?// May please I have the last 4 digits of the card that you used?
Agent: Thank You
Agent: May I have your name please?
Agent: Thank You (Cx’s name)
Agent: while I’m processing this, can I ask why you want to cancel today?
CX: (cx states the reason)
Agent: I understand (agents should address the issue at hand by showing willingness to help – agent should rectify the issue) – if not markdown under show willingness to help

Note: after rectifying the issue proceed in cancelling the service.

Agent: let me go ahead and cancel your subscription. I have cancelled your account. You will receive confirmation email shortly.
Agent: Is there anything else I can help you with today?
Agent: Thank You for choosing Livecareer. Have a great day!

I WANT TO CANCEL – because I am being billed, I did not authorize charge, unaware

Agent: Thank you for choosing Livecareer, My name is (Agent’s name) How may I help you today?
CX: I am being billed for something that I did not use/ I did not authorize charge/unaware
Agent: Let me help you with that
Agent: May I please have the email address that you used to set up the account? / and or create the account? / May I please have the last 4 digits of the card that you used?
Agent: Thank You
Agent: May I have your name please?
Agent: Thank You (Cx’s name)

“I see that you purchased a 14 day full access subscription for $——. If it’s not cancelled before the end of the 14 days, your subscription auto- renews into our monthly service. It does not appear that your subscription was cancelled and as a result, it auto-renewed into the monthly service. This is why you were charged the monthly subscription for $——. We stated that on our subscription sales page and the email confirmation we sent upon purchase’’

A request for cancellation should be made to avoid further charges (to avoid pro-actively offering cancellation)

CX: Then, I want to cancel
CX: No problem. Let me cancel it now. I have cancelled your account. You will receive a confirmation email shortly
Agent: Is there anything else I can help you with today?
CX: How about the charge, will it be credited back?
Agent: “We offer a 14 day money back guarantee on our subscriptions. Since you’ve had your subscription for more than 14 days, what I can do is pro-rate the time remaining on the subscription and refund you the balance. This comes to $XX.XX. You’ll see this amount credited back to your account in 2 to 3 business days. We are sorry to see you go, and hope that you will consider using us again the next time you need a resume. Is there anything else I can assist you with?”

Customer Demands Full Refund:

Agent’s Rebuttal: “Unfortunately this is the maximum that we can refund. We do state clearly on the sales page that the subscription auto renews on the 15th day if not canceled. We also mention this on every page in the payment process as well as in the order confirmation email we sent you after your purchase. I’ve already processed the $XX.XX refund for you. Our refunds are auto processed by our system and we are unable to refund anything more. Is there anything else I can assist you with?”
If the customer continues to demand a full refund, escalate the call to a lead/supervisor. They will restate the policy and stick to the policy guidelines.

MyPerfectResume

I WANT TO CANCEL – got a Job!

Agent: Thank you for choosing Livecareer, My name is (your name) .How may I help you today?
CX: I want to cancel
Agent: I can Help you with that
Agent: May please I have the email address that you used to set up the account? / and or create the account?// May I please have the last 4 digits of the card that you used?
Agent: Thank You
Agent: May I have your name please?
Agent: Thank You (Cx’s name)
Agent: while I’m processing this, can I ask why you want to cancel today?
CX: I already found a job!
Agent: That’s great to hear. Congratulations on your new job! (Tone should be upbeat)
“We’d appreciate if you would tell your family or friends about us maybe we could help them land a job the way we have helped you”
CX: Okay, I will
Agent: Thank you. I have cancelled your account. You will receive confirmation email shortly.
“We would also appreciate if you would post a feedback on your Livecareer experience on Sitejabber. I will be sending you an email after this call. Thank you for your time”
Agent: Is there anything else I can help you with today?
Agent: Thank You for choosing Livecareer. Have a great day!

I WANT TO CANCEL + cx does not have a job, but states other reason

Agent: Thank you for choosing Livecareer, My name is (Agent’s name) How may I help you today?
CX: I want to cancel
Agent: I can help you with that
Agent: May I please have the email address that you use to set up the account? / and or create the account?// May please I have the last 4 digits of the card that you used?
Agent: Thank You
Agent: May I have your name please?
Agent: Thank You (Cx’s name)
Agent: while I’m processing this, can I ask why you want to cancel today?
CX: (cx states the reason)
Agent: I understand (agents should address the issue at hand by showing willingness to help – agent should rectify the issue) – if not markdown under show willingness to help

Note: after rectifying the issue proceed in cancelling the service.

Agent: let me go ahead and cancel your subscription. I have cancelled your account. You will receive confirmation email shortly.
Agent: Is there anything else I can help you with today?
Agent: Thank You for choosing Livecareer. Have a great day!

I WANT TO CANCEL – because I am being billed, I did not authorize charge, unaware

Agent: Thank you for choosing Livecareer, My name is (Agent’s name) How may I help you today?
CX: I am being billed for something that I did not use/ I did not authorize charge/unaware
Agent: Let me help you with that
Agent: May I please have the email address that you used to set up the account? / and or create the account? / May I please have the last 4 digits of the card that you used?
Agent: Thank You
Agent: May I have your name please?
Agent: Thank You (Cx’s name)

“I see that you purchased a 14 day full access subscription for $——. If it’s not cancelled before the end of the 14 days, your subscription auto- renews into our monthly service. It does not appear that your subscription was cancelled and as a result, it auto-renewed into the monthly service. This is why you were charged the monthly subscription for $——. We stated that on our subscription sales page and the email confirmation we sent upon purchase’’

A request for cancellation should be made to avoid further charges (to avoid pro-actively offering cancellation)

CX: Then, I want to cancel
CX: No problem. Let me cancel it now. I have cancelled your account. You will receive a confirmation email shortly
Agent: Is there anything else I can help you with today?
CX: How about the charge, will it be credited back?
Agent: “We offer a 14 day money back guarantee on our subscriptions. Since you’ve had your subscription for more than 14 days, what I can do is pro-rate the time remaining on the subscription and refund you the balance. This comes to $XX.XX. You’ll see this amount credited back to your account in 2 to 3 business days. We are sorry to see you go, and hope that you will consider using us again the next time you need a resume. Is there anything else I can assist you with?”

Customer Demands Full Refund:

Agent’s Rebuttal: “Unfortunately this is the maximum that we can refund. We do state clearly on the sales page that the subscription auto renews on the 15th day if not canceled. We also mention this on every page in the payment process as well as in the order confirmation email we sent you after your purchase. I’ve already processed the $XX.XX refund for you. Our refunds are auto processed by our system and we are unable to refund anything more. Is there anything else I can assist you with?”
If the customer continues to demand a full refund, escalate the call to a lead/supervisor. They will restate the policy and stick to the policy guidelines.

Note:

• If after explaining this: You purchased our 14 day auto renewing subscription. The subscription was not cancelled during the 14 day period, and auto renewed to our monthly subscription on the 15th day. This is why you received that charge“ then cx stated I do not want it, agent can proceed with cancellation right away without stating subscription sales page and email confirmation
• If the cx did not state I don’t want it or no response from the cx after then agent can state “ A request for cancellation should be made onto the account, cx opted to cancel, cancel and provide disclosure
• If the cx asks for a refund, will it be credited back on my account?, then agent can state rebuttal:
  • “The auto renewal is listed with the features of the 14 day subscription on the sales page, as well as on the payment and confirmation pages. You also were sent an email confirmation of the purchase that also listed the monthly rate and the date that your subscription would auto renew, but since we have cancelled the service rest assured there will be no further charges will be billed.

*SUGGESTED VERBIAGE: AUTO- RENEWAL POLICY EXPLANATION (old refund script)

• Not verbatim
• We will remove the term “since you were unable to cancel” (to avoid blaming cx)
• We go by this scripting:
  

LC: “I see that you purchased a 14 day full access subscription for $——. If it’s not cancelled before the end of the 14 days, your subscription auto-renews into our monthly service. It does not appear that your subscription was cancelled and as a result, it auto-renewed into the monthly service. This is why you were charged the monthly subscription for $——. We stated that on our subscription sales page and the email confirmation we sent upon purchase’’

MPR: “You purchased our 14 day auto renewing subscription. The subscription was not cancelled during the 14 day period, and auto renewed to our monthly subscription on the 15th day. This is why you received that charge“

**If the customer says that they didn’t know, did not see that, or that we never said anything about it, Agent will then state:

“The auto renewal is listed with the features of the 14 day subscription on the sales page, as well as on the payment and confirmation pages. You also were sent an email confirmation of the purchase that also listed the monthly rate and the date that your subscription would auto renew

• If agent mentions “since you were unable to cancel” – markdown falls on Positive Scripting (3pts)
• we state that the subscription needs to be cancelled within the 14 days – markdown falls on Account Maintenance (10pts)

for MPR: Avoid phrases “this is a valid charge”, “we made every attempt to.” – markdown falls on Positive Scripting (3pts)