QA Guidelines (Monit Form)

CALL HANDLING SKILLS

Initial Positive Response

Deliver appropriate opening script within 3 secs.
Thank you for choosing LiveCareer, My name is (Agent’s name) How may I help you today?

Energy during the call

Sound livelier on your opening spiel, body and closing*- remember you’ll be gauged on your Energy/Tone – avoid sounding sleepy, tired, mumbled, garbled, flat or too soft merits markdown. *Your tone should be UPBEAT!
Avoid Long Pauses – avoid dead air for 10 secs or more. Tell what you are doing!

Account Validation

Always Personalize call/chat by addressing cx’s name; either first or last name
Note:
You can ask either ask the email address or the last 4 digits of the card
NEVER ask for the account ID, but if cx initiates for it, then we can use that to search for the account

Demonstrate Active Listening

You need to demonstrate active listening. Hearing is different from Listening, so all you need to do is pay attention and focus!
Note: Always give assurance that you can help, if on the onset of the call the cx is very irate, all you need to do is to assure the cx that you’ll find a resolution to their concern, power words matter, never argue!

Assurance: I can help you with that or Let me help you with that
Use appropriate responses, use correct probing questions
Do not verify your understanding if you already stated your assurance that you can help.
If the concern is unclear, clarify it with the cx, once understood then you can state your assurance
if you struggle with the spelling of the email address trice that merits markdown, so to avoid this, phonetically spell email, use partial email search or ask for the last 4 digits of the card.
If the cx already stated the name on the onset of the call, do not ask cx’s name again, just personalize it.
If cx stated their name and you did not hear it clearly, you can say: I am sorry I was not able to catch your name, instead of asking May I have your name please?

I want to cancel

After pulling up the account, state” I suppose you have a new job?”

I don’t want to be billed monthly, I want to cancel

After pulling up the account, transition to cancel the account

I am being billed, I did not authorize charge

After pulling up the account, state auto-renewal policy thoroughly

I don’t know why you are charging me, I don’t know your company, I never signed up for this

After your assurance, state: LC/ MPR is a resume builder site, then ask probing question if cx recalls creating a resume or cover letter on site
If cx recalls, then ask for the email address used, if not, ask for last 4 digits of the card
after pulling up the account, state who created the account, if you asked for the last 4, state the email used and who created the account
Then explain auto-renewal policy thoroughly

I have cancelled it and now I am being billed again

after pulling up the account, ask probing question first: when did the cx cancelled the service, how it was cancelled or what method used (you will only ask this if the cx did not state any information as to when, how and what)

Others:

Use appropriate probing questions based on the cx’s concern

Observed proper hold procedure

ask permission that you will place the call on hold: “Is it okay If I place the call on hold for a minute or 2? (wait for the cx to respond before placing them on hold)
state the reason why you’re placing the call on hold
get back in 2 minutes, thank the cx for waiting (if the hold time exceeded the time frame you provided then apologize to the cx)

CUSTOMER SERVICE SKILLS

Empathy/ Tone of voice/ Professionalism and Call Control
- Your attitude on your call matters if you came across as helpful, polite, knowledgeable, eager to assist and shows positive attitude of course you’ll get a point

- You need to be courteous to cx all the time – You need to thank the cx for providing the information

i.e. email address, last 4 digits of the card, when you’re processing the payment and capturing the card information (not thanking the cx or saying please merits markdown)

- Always use Positive Scripting! – since you’re UNABLE TO…, SYSTEM IS CURRENTLY UPDATING… Never say: You failed, we cannot, you did not, No

- FOR MPR – “Avoid phrases “this is a valid charge”, “we made every attempt to” and we made every effort”

- If the cx asks for a supervisor on the onset, de-escalate it first, if the cx insists then look for supervisor

- Always sound confident on the phone, know the products and services by heart!

- Do not sound transactional and scripted.

- Do not stutter! Be spontaneous!

- Take ownership of the call, always show willingness to help, offer further assistance

- Call Control is important

- Avoid rushing the call, address all cx’s issues and concern

- Always show a positive attitude, be friendly, polite and professional!

Apologize when necessary
Note: Never apologize for the charges being made, but it is important that you acknowledge what the cx feels or the frustration the cx feels.

You need to empathize i.e. (1) when the call got cut off while talking/chatting to previous rep (2) when the cx keeps on calling and the wait is too long to reach customer service (3) when cx is experiencing technical difficulties on our site and the like

Any Card or Payment Issues
- Apologize at the onset after the cx stated that the payment did not go through or there’s an error, then after state your assurance
- apologize right away or in a timely manner

Any Site Issues
- Unable to email, download and print
- Edit, Formatting issues, spaces, etc.
- Page just loading
- Others
- Note: Apologize and show willingness to help- rectify the issue
- Suggestion: I apologize for the inconvenience if you (state the inconvenience). I will be more than happy to help you on that

Dissatisfaction to service
- Thought it’s just 1 page, but it showing 2 pages
- I do not like the outcome of the resume/CLB
- (site) It was not helpful and the like
- Note: Apologize and show willingness to help- rectify the issue
- Suggestion: I apologize for the inconvenience if you (state the inconvenience). I will be more than happy to help you on that

Thought it is for free/ Misunderstanding for the annual subscription
- Apologize then explain what free and paid services entails
- Apologize then clarify annual subscription

Call/ chat got disconnected while talking to the previous rep
- I apologize if the line/chat got disconnected while speaking with the previous representative. I am here to help you.

Others:
- Verbal Collision
- Call/ chat got disconnected while talking to the previous rep
- Password and email not received
- Hold time too long, Wait time too long
- Coughing or clearing throat – excuse yourself

Offered Like Us on FB/ Resume Posting /Delivered pre-closing & closing

Offered Like Us on FB/ Resume Posting /Delivered pre-closing & closing
OFFER LIKE US ON FB to happy and satisfied cx only and for cx who already got a job – CALLS /CHAT

Refer to Family and Friends
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”

Like us on FB (n/a)
“We’re glad you are happy with the service we have given you. If you have a Facebook account, please go to our Facebook page https://www.facebook.com/LiveCareer and click on Like. We’d appreciate it if you will write about your positive experience with us on our page.”

Pre-closing and closing spiel
Is there anything else that I can help you with today?

Thank you for choosing Livecareer, have a great day!
Thank You for choosing My Perfect Resume, have a great day!

CS POLICY & PROCEDURE (Issue Resolution)

DON’T ASK, DON’T TELL
Do not give out other information if cx did not ask you, we go by the DON’T ASK DON’T TELL Policy – this is for charges specifically, but for services inquiry it is important that the cx are fully aware of the services we provide.

NO NEED to state the date the customer signed up and the date it auto- renewed in explaining auto-renewal

ACCOUNT MAINTENANCE
NO NEED to say TERMS OF USE when explaining auto-renewal, you can say We try to make it clear on our website subscription sales page or payment confirmation email sent

Call flow 1: Cancellation – Found a job
- As soon as you’ve pulled up the account state: I suppose you have a new job?

Call flow 2: Cancellation and cx already stated reason on the onset
- Assist the customer or extend help if the reason is about navigation or editing if not then cancel the subscription.

Call flow 3: charges inquiry, unauthorized charges,
- explain auto-renewal policy thoroughly, transition to a request for cancellation should be made to avoid further charges.

Refund Procedure
- Issue pro-rated refund first, if the cx insists issue full
- If the cx is aware that they are being billed monthly, explain policy first, you issue full refund for the latest charge (as long as there’s no acct activity. Remaining charges need to be sent to billing department. If the cx insists or very irate you can process 3 full refunds and the rest to billing dept.
- In cases that the cx calls in to dispute a charge and pro-rated refund showing is just $1.00 or less or too small, you can make an exemption to issue full refund as long as there’s no account activity or issue pro-rated refund it is your discretion
- We never issue full refund right away
- If the cx mentions ATTY. GENERAL and is disputing all the charges incurred, we can give full refund right away (max is 3), if the cx insists for other charges be refunded, send ticket to billing dept.

Refund Process
- IF CX ASKS: WILL THE $34.95 BE CREDITED BACK?: ( QUESTION FORM)
  - We make every effort to let you know of our recurring billing feature (this scripting only applies to US and UK), but since we’ve already cancelled the service rest assured there will be no further charges.
  - If the cx insists, then say: Let me see what I can do about it, I’ll check account activities first
  - Since you did not make use of the service after the 14 days I can make an exception to issue a one time courtesy credit in a pro-rated amount of $——-
  - if the cx insists- issue full refund (as long as there’s no account activity)

IF THE CX SAYS: I WANT IT REFUNDED, I WANT THE $ 34.95 TO BE TAKEN OUT: ( DIRECTLY ASKS FOR A REFUND)
- After explaining the auto-renewal policy thoroughly, say: with regards to the charge let me see what I can do about that, First I will cancel it to avoid further charges and for the charge, I see that you did not make use of the service after the 14 days I can make an exception to issue a one time courtesy credit in a pro-rated amount of $…. (If the cx insists for a full refund, then issue full refund.

(Do not wait for the cx to feel aggravated or say they will dispute it with the bank or complain to BBB etc.)

Refund Turnaround time
- Every time you issued a refund, inform the cx that it will take 2-3 BUSINESS DAYS FOR THE REFUND TO BE POSTED BACK ON THE ACCOUNT

BILLING Department
- Inform the cx that they will receive a response from billing dept. via email within 2 to 3 business days
- It is still subject for approval
- Inform the cx that you will send a copy of the ticket for the refund request for cx’s reference

For customer disputing another charge, but it already shows on the account that a refund has already been processed
- if a refund has already been processed and the cx is disputing another charge, Do not issue a refund again, but send another request to billing dept.

For Refund Status – If the customer is claiming that they haven’t receive any refund yet and irate
- Check if the refund has been processed
- Check the date of the refund if it has been processed and state turnaround time
- if it is more than 3 days and the cx haven’t received it yet and is irate, you can pacify the cx by sending the transaction transpired:
  - You can copy paste the transaction transpired from admin tool to liveperson by creating a ticket – new ticket -> general, send it and release it as resolved. Indicate there:
  - This ticket is generated to inform you that we have successfully processed a refund in the amount of $—— on (date). Please see details below:
  - Note: The details that you need to copy from admin should only reflect this information
  - Example: 28-Jun-2012 936749 3101887 Pmt Success $34.95 / 29-Jun-2012 936749 3186156 Refund Success $-34.95
  - This also applies if cx is claiming that we’re charging them an additional charge for $ 34.95 or International transaction fees – if cx doesn’t want to listen to your explanation, you can just copy paste the transaction transpired on cx’s account via liveperson. Instead of arguing with cx you can provide this as a resolution.

Cancellation Disclosure
- Every time you cancel a service inform the cx of the CANCELLATION CONFIRMATION EMAIL

Payment Process
- Informing the cx of the payment confirmation email
- Educating the cx of the auto-renewal policy
- Advising the cx to refresh home page or log back to the account

Reactivation
- LC – avail by phone only $ 9.95 7 days only
  - Educating the cx that it will not auto-renew
  - Check admin tool if the account is already set to expire
  - Advising the cx to refresh home page or log back to the account
- MPR – avail monthly and annual subscription, they do NOT have $ 9.95

Downgrade Plan
- Apologize for the misunderstanding, Explain or Clarify Annual Subscription: You’ve paid for the annual subscription, that’s $ 7.95 monthly but it requires annual commitment so you need to pay $ 95.40 upfront
- Offer to downgrade plan to $ ( what AB Test states or the initial subs has on the account)
  - Inform the cx that you will cancel the service first
  - You will refund the difference, state the amount
  - Inform that you will give 14 day access and it will not auto-renew
  - Advised cx to refresh home page or log out and log back in in case cx is logged in online

Thought it is for free
- Apologize then explain what free and paid services entails:
  - Our free account is meant to let users try out our templates, designs and examples before deciding to buy.
  - The free account does allow you to download the resume as a text file, which you can use to submit to job boards, company websites, or any site requiring a text resume.
  - However, if you want to print a resume to bring to an interview or email a professional looking resume in either PDF or Word format, you need a subscription
  - it is important that you inform cx that they can download it in Plain text format

Card Declined
- Apologize
- Ask probing question- what error message the cx is getting?
- if it is auth. declined- state the spiel after pulling up the account
- offer to run the card or ask for another card
- Advise the cx of gift cards
- Give comp 1 day access if urgency is sensed.
  - Common Card Errors
    - CVV failure –incorrectly typed the last 3 digits at the back of the card
    - XML Invalid Data – no input on City and State on the billing address
    - Insufficient funds – advised the cx to contact the bank
    - card not permitted to card holder – auth. spiel should be stated
  - Note: Regardless of what error you need to explain first why it is declining, then offer to RUN the card on your end, you can ask cx if they have other cards with them
  - For auth. declined and card not permitted to card holder : when you explain it should be complete you need to state that we are an:
    - International company or Global company
    - Our bank is located in UK London
    - It is likely as a safety precaution your bank or credit provider is putting a hold on this transaction, because it’s coming from unfamiliar location
    - contact your bank or CC to authorize the payment for Livecareer/ My Perfect resume and the hold will be removed

Transfer Process
- Checked account details thoroughly
- Provide toll free and hours of operation
- State Pre-closing spiel
- State Closing spiel

ACCOUNT DOCUMENTATION
Make sure you use the correct Reason for calling. Notes should be accurate and complete

Phone #/ email address/ caller’s name/ cx’s concern— primary concern/ reason for cancellation/action taken

Call flow 1: Cancellation – Found a job
- LC or MPR/caller’s name/Phone #/email address/cancellation- found a job/ cancelled

Call flow 2: Cancellation and cx already stated reason on the onset
- LC or MPR/caller’s name/Phone #/email address/cancellation/ (reason cx stated on the call or chat/ cancelled

Call flow 3: charges inquiry, unauthorized charges, cancellation, refund request . . . . . Issue pro-rated/ full refund
- LC or MPR/caller’s name/Phone #/email address/primary concern stated on the onset/explained auto-renewal/ cancelled- (reason for cancellation)/issue pro-rated refund or full refund
- Note: Accurate, complete, and notate only what transpired on the call/chat

Downgrade Plan (from annual to initial charge)
- LC or MPR/caller’s name/Phone #/email address/ accidentally purchase annual subscription or misunderstanding re annual subscription/ offered to downgrade plan / cancelled subs/ issued pro-rated refund/ gave comp access 2 weeks/ advised it will set to expire/
- Note: you still notate what is the primary reason it could be accidentally purchase or misunderstanding

Site/Edit/Formatting issues
- LC or MPR/caller’s name/Phone #/email address/ site issues ( what kind of issue)/ action taken

Password Issue: Forgot PW Reset PW Password not received Incorrect PW
- LC or MPR/caller’s name/Phone #/email address/ Password Issue ( what kind of issue)/ action taken

Login Issues: Password Not recognize Wrong email or email not registered Page just loading when I am trying to login
- LC or MPR/caller’s name/Phone #/email address/ Login issue ( what kind of issue)/ action taken

Payment Process
- LC or MPR/caller’s name/Phone #/email address/ Processed payment/ advised auto-renewal, payment conf. email and to refresh home page
- Note: you only notate what transpired or what you have stated on the call/chat

Reactivation
- LC or MPR/caller’s name/Phone #/email address/ reactivation/ processed payment/ advised it will set to expire/advised to refresh home page/
- Note: you only notate what transpired or what you have stated on the call/chat

Closing Spiel Error

We apologize for any inconvenience, we’re currently running a system update. Please call us back after an hour to our toll free # (Toll free and Hours of ops) or if you prefer you can chat with us online.

Thank you for contacting (Livecareer/ My Perfect Resume) Have a great day!

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