**QA REMINDER**

October 31, 2014

Forgot to Cancel / Several Charges / Willingness (Scenarios)

Forgot to Cancel

Scenario1: I signed up for the 14 days or 2 weeks subscription, but I forgot to cancel. Now I am being billed (cx asked at the onset: ‘ what can I do about it’)

Proper Call Flow:
- Agent may or may not explain the auto-renewal (no markdown)
- cancel the service , advise cancellation conf. email
- assured the cx that there will be no further charges will be billed since we’ve already cancelled the service (no rebuttal needed)
- if the cx insists- issue pro-rated refund, insists again issue full as long as there’s no acct. activity
- For MPR agents: if let say, they explained the auto-renewal together with the rebuttal, just coach the agent only.
Markdown:
- Cx insists for a refund, agent just assured no further charges will be billed, cx agreed – agent did not provide a refund – Show willingness
- Cx insists for a refund, agent rebuts, cx insists again, agent provide a refund – Account maintenance (too hard and stated rebuttal when not needed)

Scenario 2: I forgot to cancel (cx did not mention about the charge nor 14 days or 2 weeks)

Process:
- Cancel the service and provides disclosure
Markdown:
- If agent did not cancel (coc and account maintenance)

Scenario 3: I forgot to cancel (cx did not mention about the charge nor 14 days or 2 weeks at the onset, but mentions about the charge at the middle part)

Process:
- Agent should explain auto-renewal
- cancel the service
- Cx asks how about the charge?
- normal process: rebut, cx insists, issue pro-rated, insists again , issue full
Markdown:
- did not explain auto-renewal – account maintenance
- Cx insists for a refund, one rebuttal, cx insists again, rebuts again ( 2nd rebuttal or too hard on refund), cx agreed – Account maintenance

Cx mentions that he has been charged multiple times

Scenario 1: Cx is aware that she’s been billed several months and questioning the charges, Agent issued pro-rated refund or full refund for the last charge, then Then the cx questions about the other charges, Agent rebutted, Cx agreed, The agent did not send the remaining charges to Billing

Correct Call Flow:
- Explain auto-renewal
- A request for cancellation should vbe made
- Cancel the service, advise cancellation conf. Email
- Cx asked for a refund
- State one rebuttal
- Cx inisists
- Issue full refund last charge
- Remaining charges should be sent to billing
- Provide turnaround time for the refund and billing
Markdown:
- Willingness to Help
  - when the cx asks for the other charges, agent just provided rebuttal
  - agent did not sent remaining charges to billing

Scenario 2: Cx is aware that she’s been billed several months and questioning the charges, Agent issued pro-rated refund or full refund for the last charge, Then the cx questions about the other charges, Agent stated rebuttal, Cx did not agree, Agent still rebut, Agent did not send remaining charges to Billing

Correct Call Flow:
- Explain auto-renewal
- A request for cancellation should vbe made
- Cancel the service, advise cancellation conf. Email
- Cx asked for a refund
- State one rebuttal
- Cx inisists
- Issue full refund last charge
- Remaining charges should be sent to billing
- Provide turnaround time for the refund and billing
Markdown:
- Account Maintenance (too hard on refund)
  - Cx questions the charge, agent stated rebuttal. Cx did not agree, agent still rebut. Agent did not send ticket to billing

Scenario 3: Cx is aware that she’s been billed several months and questioning the charges, Agent issued pro-rated or full refund last charge
Then the cx questions about other charges, Agent rebutted, Cx did not agree, Agent still rebut, Agent sent remaining charges to Billing

Correct Call Flow:
- Explain auto-renewal
- A request for cancellation should vbe made
- Cancel the service, advise cancellation conf. Email
- Cx asked for a refund
- State one rebuttal
- Cx inisists
- Issue full refund last charge
- Remaining charges should be sent to billing
- Provide turnaround time for the refund and billing
Markdown:
- Account Maintenance (too hard on refund)
  - Cx questions the charge, agent stated rebuttal. Cx did not agree, agent still rebut, but agent sent ticket to billing

Markdown on Account Maintenance

did not follow call flow/chat flow
did not explain payment error, did not offer to run the card
did not explain what free and paid service entail
did not explain auto-renewal when needed
did not follow call reactivation process
did not follow call payment process
too soft, too hard, no rebuttal stated when it is necessary to state, did not issue a refund, no turnaround time provided
did not state cancellation confirmation email, did not cancel the account
Proactively offer cancellation and refund
did not follow procedure in sending ticket to billing, no turnaround time provided
did not follow downgrade process
did not follow transfer process
wrong information re: RR, RW, Cover Letter Writing
Explained account specific information without pulling the account
Giving inaccurate, incomplete, misleading information to cxs
Not providing issue resolution or incomplete issue resolution provided
Not being able to address other concern when the cx raised it on the call
Providing Account PW by Phone
Did not handle 2 accounts MPR and LC when it should be
Handled UK account when it should be transferred (but agent can handle cancellation only)

Markdown on Show Willingness To Help

Did not go extra mile in helping out cx (just walked the cx through, but cx can’t follow or unable to do it on their end- did not offer to send resume via email
Cx has multiple issues: did not offer further assistance to rectify issue other isues, just focus on cancellation/refund
Too hard on refund, too many rebuttal stated that causes the cx to feel aggravated
- double ding ( account maintenance and willingness to help)
Waited for the cx to feel aggravated, did not issue refund, let the cx rant and blast negative feedback or send a complaint
- double ding ( account maintenance and willingness to help)

May 09, 2014

Clarification between the relationship of LC and MPR

Both sites are owned by the company LiveCareer
They are both products of LiveCareer and are both billed by LiveCareer

If asked if information is shared between the two sites:

When you register a free account on one site, you can use the same username and password to log onto the other site.
All information and data that you enter in on one site is kept on that site and is not available via the other.

April 29, 2014

The “no up-sell” policy will take effect on May (week 1) onwards.

We will no longer offer Resume Posting, Cover Letter Builder, Resume Builder (whichever is applicable on the account) before cancelling the subscription unless the customer ask for it then do provide complete details.

Note: Please see content of Script: 3 Calls Flows / Auto Renewal for your reference.

April 16, 2014

If customer claims that they have cancelled within the 14 days. Give them full refund instead of pro-rated refund

Scenario 1 – at the ONSET of the call cx advised “I cancelled within 14 days and I am still being charge” or “I have cancelled within the trial period but now I got a charge for $—”

- No need to explain auto renewal feature
- Check the account
- Probe on how cx cancelled
- Advise no confirmation that it was cancelled
- followed by “let me see on what I can do about the charge”
- Process full refund

Scenario 2 – at the ONSET of the call cx advised “I was charge $— but I already cancelled it” (did not mention within 14 days or same day as purchase)

- pull up the account and probe further
- explain auto renewal
- if cx asked for a refund – provide proper rebuttal
- if cx insist then process pro-rated refund (provide full if cx insist again)

Scenario 3 – cx advised she cancelled within the 14 days ONLY AFTER you explained the auto renewal feature.

- follow proper call flow
- probe further
- if the cx asked for a refund – provide proper rebuttal
- if the cx insist then process pro-rated refund (provide full if cx insist again)

Note: refund in full and no rebuttal needed ONLY when it was established that the cx cancelled within the 14 days (meaning: they mentioned that they cancelled within the 14 days trial)

April 8, 2014

Refund Process/showing 2 accounts:

If cxs are unaware that they have 2 accounts, will the agent pro-actively say that that they have 2 accounts?

Answer: Yes

If the cx calls about cancellation, inform the cx that they have 2 accounts with us and if the cx requested to cancel both, then do so
same thing; if they want a refund, follow refund process and refund both accounts

If agent sees double charged account, can the agent pro-actively say that they were double charged?

Answer: No, we go by don’t ask, don’t tell policy, we only touch the charge the cx is disputing

Handling 2 accounts: whether you’re handling different LOBs you will stick with your opening and closing spiel:

If you’re an LC Agent- LC opening and closing- handling MPR account
If you’re an MPR agent – MPR opening and closing – handling LC account

CHAT/ PHONE

Cx’s issue:

Registering their email, they thought they’re registering it for the first time and they are being prompted with “the email you have entered is not valid. Please enter a different email address”
Was trying to create a cover letter and completed step 2, It won’t move to step 3 to edit
I am almost finish but when I hit continue, it says okay.

And the like….

NOTE:

Do not just inform cx to change browser, it won’t totally resolve cx’s issue
you ask for cx’s email and inform that they have an account with us then reset or provide password if pw is visible on the account (you can only provide account PW via chat)

RESOLUTION:

Apologize for the inconvenience
Ask for cx’s email
If you see there’s already an account, inform cx that they already created an account with us
Inform that you will reset the PW or if there’s a visible PW, provide it to the cx ( chat only)- For phone (send it via email)
Chat: Reset pw to 123456 and inform cx that they will be prompted to reset it afterwards, advise cx to refresh their home page or log out and log back in or if PW is visible, provide PW via chat only, then provide the link on how to log back to the account
Phone: If account is visible then provide Password by sending it via email, if there’s no PW seen on file, you can inform that you will reset PW to 123456 then they can reset it afterwards, advise to refresh home page or log out and log back in.

Please see screenshot of cx’s issue:

info: Please wait for a customer service representative to respond.
info: You are now chatting with ‘Diorella’
Diorella: Hello, thank you for using LiveCareer Help. How may I help you today?
erin: was trying to create a cover letter and completed step 2. it wont move on to step 3, edit.
Diorella: I apologize for the inconvenience. Let me help you with this Erin
Diorella: May I please have the email address you used to create your account?
erin: eirkids2@yahoo.com
Diorella: Thank you
Diorella: Upon checking here you already have an account created. I can provide you your password on file.
Diorella: Password: peargate478
*Diorella:*To access the resumes/cover letters that you have previously created you need to log back into your account. To log back into your account, go to www.LiveCareer.com and click the Members and Sign in here link on the top right of the window. Once you login, click the Resume or Cover Letters tab. All of your resumes and cover letters are saved and stored on each tab.
erin: ok, thank you
Diorella: You’re welcome! Can I assist you with anything else at this time?
Diorella: I am sorry but since I am unable to get a response from you. I will have to end this conversation now so that I can assist other customers. If you still have questions, please click to chat with us again or call our hotline 888-816-0576.
info: Thank you for chatting with us. To receive a transcript of this chat, or tell us how we did today, please click the “Close” button on the top right of the chat window.

————-||————-||————-||————-||————-||————-||————-||————-||————-||————-

info: Please wait for a customer service representative to respond.
info: You are now chatting with ‘Diorella’
Diorella: Hello, thank you for using LiveCareer Help. How may I help you today?
Denise: I sent message 10 minutes ago because I am almost finished but when I hit continue it says ok….the rep told me to get off of chrome and was internet explorer….I did that and I am having same issue….:(
Denise: use
Diorella: I apologize for the inconvenience. Let me help you with this Denise
Diorella: May I please have the email address you used to create your account?
Denise: denisepunky222@aol.com
Diorella: Thank you
Diorella: Upon checking here you already have an account created. I can provide you your password on file.
Diorella: Password: jamaica85
*Diorella:*To access the resumes/cover letters that you have previously created you need to log back into your account. To log back into your account, go to www.LiveCareer.com and click the Members and Sign in here link on the top right of the window. Once you login, click the Resume or Cover Letters tab. All of your resumes and cover letters are saved and stored on each tab.
Denise: Thank you
Diorella: You’re welcome! Can I assist you with anything else at this time?
Denise: well that did not work either…..

Saying PLEASE when asking for cx’s information:

Whenever you ask for any information whether by phone or via chat you need to state the word “PLEASE”

March 12, 2014

RESUME WRITING and COVER LETTER WRITING (LC US ONLY)

we follow the time frame of 2-3 BUSINESS DAYS
this is after consult not initiation
Be sure to stress out the term BUSINESS DAYS to our customers. Writers actually prefer not to give “deadlines” over the phone since there are so many variables that impact delivery, sometimes they come in a bundle together so writers cannot promise a different delivery time.

CS folks can just tell customer average time is 2-3 BUSINESS DAYS from consult/or once writer has gathered all documents needed from customer (done via email).

In any case they prefer no consultation, time frame is still 2-3 BUSINESS DAYS after all documents are gathered as needed by the writer.

Soon, our writers will be sending out an official notification to CS with instructions as per Joelle.

RESUME REVIEW (LC US ONLY)

Resume Review is a different department
Time line for that is still 1-2 business days

February 20, 2014

POSITIVE SCRIPTING

Explaining Renewal Policy

Issuing Refund

System Issues (Latency, system down/update)

Sentence Construction

DOWNGRADE PROCESS:

When you cancel the annual subscription cancel it using the cancellation tab and state that we will send them a cancellation confirmation email. Do not cancel it by setting the account to expire using the Find Subscription Tab.

CAREER TEST:
CDI PREMIUM ($24.95)
CDI DELUXE ($39.95)
CDI Upgrade ($15.00)

CAREER TEST: Deluxe vs Premium
“The only difference between the premium and the deluxe (besides price) is the detail in the report that is sent after the customer completes it. The Deluxe goes into more detail and depth in the analysis”

If the cx pays for the career test, they can automatically view the result, download or print
If the cx just utilize the free career test, they can view the result, but the information is only limited

January 21, 2014

In case that page won’t load, you can advise the customer to:

Delete cache and cookies
Educate them to press CTRL+SHIFT+DELETE
Then click the drop down button select “from the beginning”

December 31, 2013

QA REMINDER: CHAT

Answer chat requests within 5 secs
Address cx’s name and personalize it
Capitalize first letter of cx’s name
If it is a noun- capitalize the first letter
Read chat transcripts thoroughly
Pay attention
Always thank the cx for the information provided
Use complete sentences
Use ”Please” when asking for information
Use proper punctuation
Address all issues
Show willingness to help
Rectify other issues raised esp. if cx is dissatisfied with our service, there are site issues or inconveniences
Apologize when necessary
If cx asks if the charge will be credited back (question form)– rebut first, if cx insists, issue pro-rated refund, cx declines, issue full refund (as long as there’s no account activity)
Cx directly asks for a refund, no need to rebut, say: let me see what I can do about it, then issue pro-rated refund, cx insists, issue full refund (as long as there’s no account activity)
Cx insists for refund (with account activities) ask supervisor’s approval*

Do not use one liner responses
Do not put Titles to cx’s first name ( Ms. or Mr)
Do not filter cx’s concern
Do not shorten your answers
Do not abbreviate words
Do not put emphasis or use bold letter just to make a point
Do not capitalize a word
Do not use exclamation point
Do not use smileys, emoticons and text speak
Do not end the chat like you do not realize that the interaction with the cx is a disaster and the customer is highly upset
Not fully engage on the chat conversation
Not answering chats on a timely manner – too many stallers
Not getting the charge/refund amount correct
Waiting for the cx to feel aggravated
Too many disclosure and disagreements
Arguing with the cx
Not taking full ownership of the chat request esp. for refund request Cx mentions keywords: disputing charge to the bank, asking for a supervisor, BBB – but asks cx to contact our Toll free and not issuing full refund

NOTE: Let’s all avoid cxs from sending complaints to BBB and posting site complaints to the following: Sitejabber, scambook, complaintsboard, exposeascam, scaminformer, ripoffreport, scamion, merareview, pissedconsumer, consumermotion, MyWOT and Fixya.

December 16, 2013

Suggested notes:

I want to cancel – found a job

LC or MPR or LK UK /Caller’s name/ phone #/email address/ cancellation/ found a job/ cancelled

I want to cancel ( no monthly charge yet)– reason: don’t want to be billed further/ don’t want monthly charges

LC or MPR or LK UK /Caller’s name/ phone #/email address/ cancellation- don’t want monthly charges (varies depending on cx’s reason) offered CLB or RM – declined/ cancelled

I have cancelled and been billed no cancellation pushes through

LC or MPR or LK UK /Caller’s name/ phone #/email address/ claims that account has been cancelled but still being billed/ asks probing questions/ cx stated account was cancelled via (email/chat/online/phone)/ explained auto-renewal/ cancelled/cx asks if charge can be refunded / rebutted/ cx insisted/ issued pro-rated refund/ disclosures given

LC or MPR or LK UK /Caller’s name/ phone #/email address/ claims that account has been cancelled but still being billed/ asks probing questions/ cx stated account was cancelled via (email/chat/online/phone)/ explained auto-renewal/cancelled/cx asks if charge can be refunded / rebutted/ cx insisted/ offered pro-rated / cx insisted for full/ issued full refund disclosures given

Employees error- account should have been cancelled on time

LC or MPR or LK UK /Caller’s name/ phone #/email address/ claims that account has been cancelled but still being billed/ cancelled/ issued full refund

Cx self- cancelled –still being billed

LC or MPR or LK UK /Caller’s name/ phone #/email address/ claims that account has been cancelled but still being billed/ informed cx that account has already been cancelled/ explained auto-renewal/ cx asks for a refund/ issued pro-rated refund or full refund

Cx requested cancellation– line got cut off -no disclosure given

LC or MPR or LK UK /Caller’s name/ phone #/email address/ wants to cancel/ (reason for cancellation)/ cancelled/ line or chat disconnected/ no disclosure provided

Recurring billing/ Charges inquiry/ Monthly charges – did not auth., unaware, no idea about LC/ MPR/ LC UK, etc

LC or MPR or LK UK /Caller’s name/ phone #/email address/ recurring billing- did not authorize (varies depending on cx’s reason) /explained auto-renewal/ cancelled/cx asks if charge can be refunded /rebutted/ cx insisted/ issued pro-rated refund/ disclosures given

LC or MPR or LK UK /Caller’s name/ phone #/email address/ recurring billing- did not authorize (varies depending on cx’s reason) /explained auto-renewal/ cancelled/cx asks if charge can be refunded /rebutted/ cx insisted/ offered pro-rated refund/ cx insisted/ issued full refund / disclosures given

LC or MPR or LK UK /Caller’s name/ phone #/email address/ recurring billing- did not authorize (varies depending on cx’s reason) /explained auto-renewal/ cancelled/ cancelled/cx asks directly for a refund/ issued pro-rated refund/ disclosures given

LC or MPR or LK UK /Caller’s name/ phone #/email address/ recurring billing- did not authorize (varies depending on cx’s reason) /explained auto-renewal/ cancelled/ cancelled/cx asks directly for a refund/offered pro-rated refund/ cx insisted/ issued full refund/ disclosures given

Refund request – directly asks for a refund on the onset

LC or MPR or LK UK /Caller’s name/ phone #/email address/ refund request/ explained auto-renewal/ cancelled/ issued pro-rated refund/ disclosures given

LC or MPR or LK UK /Caller’s name/ phone #/email address/ refund request/ explained auto-renewal/ cancelled/ issued full refund/ disclosures given

LC or MPR or LK UK /Caller’s name/ phone #/email address/ refund request/ explained auto-renewal/ cancelled/ offered pro-rated refund/ cx insisted/ issued full refund refund/ disclosures given

Concern & Reason
Other Issues:

Site Issues : unable to print/email/download
Formatting/ Editing issues : margins, line spacing, etc
Password issues : forgot PW, reset PW, email re pw not received
Payment Issues: XML, Invalid data, CVV failure, Auth declined

LC or MPR or LK UK /Caller’s name/ phone #/email address/ concern/ reason for the issue/ action taken

Misroutred call

LC or MPR or LK UK /Caller’s name/ phone #/email address/ misrouted call/ chat / (MPR, LC, LC UK account)/ toll free and hours of ops provided/ transferred

Payment Process

LC or MPR or LK UK /Caller’s name/ phone #/email address/ process order/advised email confirmation, refresh page and auto renewal

Cancellation – Call disconnected

Agent should cancel the service if:

Email has already been captured
Account has already been verified
Account has already been pulled up
It was established that cx wants to cancel
Cancel the account, with the exception of

**If the agent is handling LC and the account is under MPR (no toll free# and hours provided yet and agent haven’t mentioned to the cx that the account is under MPR) – do not cancel, just notate the account – vice versa
**If the agent already mention that the account is under MPR/LC, no toll free provided yet then call got disconnected- do not cancel

Note – if customer is already irate because he/she has been disconnected multiple times via chat and still subscription is under different account then you may ask any support on the floor for permission to cancel the subscription of the customer. Make sure to notate that permission was granted before cancelling subscription.

Charge Inquiry and cx wants to cancel –cx inquires about the charge and you’ve heard the word cancel

Email has already been captured
Account has already been verified
Account has already been pulled up
It was establish that cx wants to cancel
Cancel the account

On the verge of issuing a refund

Email has already been captured
Account has already been verified
Account has already been pulled up
Cancel the account

** If you haven’t stated the amount yet, cx disc- no refund will be processed
** If you have stated the pro-rated amount then cx disconnected, no refund will be processed, but notate the account that you’ve mentioned the amount, indicate on notes the amount you’ll supposedly issue, but call/chat disconnected
** If you already stated the pro-rated refund amount and cx agreed then call/chat disc – process the refund

Note: Notes should be complete – what transpired on the call until call disconnected, if you have not given any disclosure notate it as well and of course indicate there call/chat disconnected

TICKETS:

If the cx is disputing the charge, explain the charge and then cancel the account

December 2013

LC UK

Auto renewal feature is not stated on the email confirmation
When explaining the auto renewal feature, just state that it is stated on the subscription sales page

November 22, 2013

CHAT FORGOT PASSWORD:
Process:

If cx forgot pw, ask cx first if they already utilize the forgot pw link, if not send canned response forgot password ( WE ALREADY INCLUDED MPR and LC UK forgot password link)

if cx already used the link and did not receive any password, we can reset it for them to 123456 as long as there’s no password showing on the admin tool. You can educate cx that they can also reset it afterwards so they can personalize it

If PW is visible then you can give it (chats only)

November 19, 2013

QA REMINDER: CHAT and Resume Writing

If you’re going to use your own words and not our canned responses to answer cx’s query, ensure that you make use of proper punctuations. If there’s a need for a comma, period, semi colon, colon, hyphen, spacing, dashes, question marks and apostrophes in a sentence do so.
Ensure that you’re typing the correct spelling- if you made a mistake, apologize for it and correct yourself
NEVER use Emoticons / No Abbreviations / No text speak
NEVER put EMPHASIS on a word or CAPITALIZE it
NEVER use Exclamation point !!!!
Ensure that you read cx’s concern and not just use scripted responses/verbiage when answering
Answer chat on a timely manner
Avoid being idle for 90 seconds. Be prompt when answering cx’s query.
Do not close the chat without resolving cx’s concern
If cx has not responded in 3 minutes, you can send the canned response “I am sorry but since I am unable to get a response from you…. “
If cx stated that they cancelled and been billed, follow the procedure just like when taking calls, ask probing questions to draw more information first, do not just reply with a canned response in explaining auto-renewal right away
If cx provided the email and requested to cancel, cancel it on your end, of course follow the chat flow just like when taking calls.
If cx stated “I want to cancel” but no email address provided on the onset, follow chat flow, offer to cancel it on your end first :“I can cancel it for you” and then give ways to cancel after: or if you prefer here’s how to cancel …….” or provide the link to cancel (offering the link to cancel is not recommended but can be done only after you offer to cancel on your end)
If cx asks How to cancel- Give 4 ways to cancel
ALWAYS FOLLOW CHAT FLOW AND PROCEDURE

RESUME WRITING

If customers ask you what career level they would fall into?

Asks probing questions first
Don’t just give suggestion based on what you think
We need to avoid cx from purchasing the wrong option
And avoid writers to create a resume which is not suitable for cx’s career level

Depending on your career level, there are three options:

1. Entry Level: Less than 3 years’ experience = $85
2. Professional Level: Mid-level professionals, managers = $160.00
3. Executive Level: Vice Presidents, C-Level execs = $245.00

November 06, 2013

When purchasing a package for customer MAKE SURE to login first to their site to verify what OFFER they are ELIGIBLE for. We now have More price testing for RB, so for us to verify we would need to log on to the customer’s account to check what is available for them.

In addition, you can check on AB TEST under the account profile of the customer.

October 26, 2013 – QA REMINDER

Scenario: Customer claims that he/she cancelled the service, but been billed

If cx did not mention when they cancel, how or what method used; Agent should ask probing question after getting the account information and once the account is pulled up:

When did you cancel?

How did you cancel?

What method of cancellation did you use?

Can you still recall the name of the agent you have spoken to? (if cx cancels by phone/chat)

ask cx what phone # they use to call to cancel, so we can check our records
if the cx cancels online, you inform cx that if they have successfully cancelled online they will be prompted that account has been successfully cancelled and a cancellation confirmation email will be sent automatically for their records*

If the cx cancels via email and the date of the request was the date before it auto-renewed, but we resolved or cancelled on our end a day late or so, we rely on the date of the ticket cx submitted the request to cancel

Do further research, do not just rely on account notes – always check the email sent of the cx via LP for our reference

Note:
Of course it is still important to explain auto-renewal policy thoroughly if cx is unaware of our policy.

If you have established that cx cancels the service within the 14 days, issue full refund, if not issue pro-rated refund

RESUME SERVICES (LC US)

If cx inquires about RR and RW services, inform cx of all the details of it, must have, its features, benefits, prices, availability

NOTE: Every time you receive a call/chat from a customer inquiring about our Resume Services (Resume Writing or Resume Review) please advise the TL on duty AND send an email/Skype containing the following details:

Please include the following when sending in emails/Skype about our Resume Services:

Reason of the call
Time of the call
Customer Details

Customer’s Name
Customer’s email
Customer’s contact number

If CX is INTERESTED IN RW, but wants to speak first with RW expert

Agent: I can ask one of our Resume Writers to give you a call. I just need a little bit of information from you: Your Name, phone number, your experience level and your target job title.

Timeframe: Inform cx that they need to wait 1-2 business days

Inform any TL as soon as possible and give all the details needed:

Reason of the call
Time of the call
Customer Details

Customer’s Name
Customer’s email
Customer’s contact number
Experience level
Target Job Title

If cx expresses that they want to purchase RR or RW and cx has an account with us; acknowledge and help cx to purchase the service

Give this disclosures:
- They will receive payment confirmation email
- Educate cx that need to login to their account
- Click Fix it now, so they can start filling out the necessary information
- Cx needs to Hit the Submit button to initiate the service

RESUME POSTING (LC US)
Not applicable to offer for those who created an account 10/3/2013- onwards (until further notice)

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