**QA TALK**

August 31, 2015

TOPIC FOR DISCUSSION: CUSTOMER SERVICE SKILLS

I NTRODUCTION:
Providing outstanding customer service is how we deal with our customers at the onset until we end the call/chat. The kind of approach we display as we resolve their concern, by simply paying attention and understanding of their needs. It is establishing relationship with our customers.

Customer Service Interaction comprises of our interpersonal skills:

• The ability to listen actively and avoid barriers to communication
• Responding to cx’s request by stating the assurance that we can help
• Thanking the customer
• The ability to present the information clearly
• By developing a positive attitude amidst cx’s objection
• And by providing a resolution in accordance to CS Policy and Procedure

The factors shown in our customer interactions are:

• Accountability
• Responsiveness
• Professionalism

so it is important that we care and we deliver!

Here are the 7“sins” of Customer Service according to Schmidt:

1. Apathy
2. Brush Off
3. Coldness
4. Condescension
5. Robotism
6. Rule Books
7. RunAround
   

Here are the “sins” to avoid, according to Schmidt:

1. *Apathy*- lack of interest
“Customers’ questions and issues are important to them, and they expect that those questions and issues will be important to the people they do business with. When employees don’t seem to care — perhaps because they’re preoccupied or express no emotion in their tone — customers will be upset.”

2. The Brush-off – no FCR
“This often comes in the form of phone trees, where customers can’t dial through to a person. In other situations, it’s when one front-line rep passes a customer onto someone else for help. The person who hears customers first should almost always make sure they’re happy to the end.”

3. Coldness – lack of warmth

“This is apathy and the brush-off combined and at their worst. In this situation, an employee might fail to acknowledge that a customer has brought up a legitimate problem or might address it as if it’s a nuisance. Front-liners need to stay warm and focused on one person at a time.”

4. Condescension – use of jargon

“When employees use jargon, acronyms or language that doesn’t sound like what customers use, they’re condescending. Front-line employees want to mimic customers’ language and rate of speech, and avoid company and industry jargon.”

5. Robotism – not building rapport

Agents are not trying to make a conversation, not sounding conversational, too stiff, and just focused on the call flow without connecting to the customer

6. Rule books – Too focused on following CS Policy and Procedure, but tend to come across as cold and uncaring.

7. Runaround – lack of going extra mile to help the customer
“Employees might give customers the runaround when they continually suggest customers look at a website, fill out paperwork or make another call. Many times, employees need to walk them through what they need to do. Eventually, customers will be able to figure it out for themselves.”

CUSTOMER SERVICE SKILLS:
1) Be attentive – Paying attention to address cx’s concern without repetition, being able to acknowledge the cx’s statement, and address their needs and wants.
2) Be Patient – The ability to understand customer’s frustration and dissatisfaction, and handle it with ease.
3) Clear Communication Skills – “you need to be cautious about how some of your communication habits translate to customers.
-Relay important points clearly. Keep it short and simple, and leave nothing to doubt.
4) Product Knowledge – “know the ins and outs of how our product works”. Know the products and services by heart, so when the customers throw questions at you, it can be easily answered with ease and confidence.
5) Use Positive Language – “your ability to make minor changes in your conversational patterns can truly go a long way in creating happy customers
Language is a very important part of persuasion, and people (especially customers) create perceptions about you and your company based off of the language that you use.”
6) Friendly, Polite and Professional – You should have a cheery persona, in spite of dealing with irate customers. It is important to make the cx happy.
7) Call Control – Need to be concerned with what the cx wants in an efficient manner. Time is essential. Don’t waste it.
8) Keep Customer Service Experience Positive – Display a positive attitude. Understand the customer. Avoid creating confusion and miscommunication with them.
9) Stay Cool under Pressure – Stay calm. Do not let a heated customer force you to lose your cool. It is your job to pacify the cx.
10) Lastly, great work ethics, the perseverance to do what needs to be done and being goal oriented are the key skills. Without your willingness to get it right, to keep it going until you get right, then we cannot move forward to improve.

May 28, 2014

3LOBs Like us on FB to be replaced by Sitejabber Feedback:

• Agent should say: We would also appreciate if you would post a feedback on your Livecareer/ My Perfect Resume experience on sitejabber. We’ll be sending you an email after this call. Thank you for your time.
• For call send an email, for chats used the canned response and send during chat session with cx

SiteJabber FAQ’s:

1. Cx found a job but with monthly charge, though the cx didn’t dispute it, still offer to provide feedback on sitejabber? – Yes, as long as the cx is happy, combo offer refer and Sitejabber feedback
2. Do we need to note the ticket#? Yes
3. If the ticket# wasn’t noted, is it a markdown? NO
4. If the cx doesn’t want to be emailed, do we offer FB as an alternative? Yes, we can
5. Agent stated that he/she will send an email after the call, but did not send – markdown – account maintenance

On Account Documentation (sitejabber feedback)

• We only ding agent if they stated on notes they have offered the sitejabber when they did not
• If they did not indicate the ticket # for sitejabber – no markdown
• If they did not state on notes that they have offered the sitejabber feedback – no markdown

Cancelled and still being billed

• If cx claims that they have cancelled the service within the 14 days and been billed, agent should ask probing question: how, when or what method of cancellation they use, but if there’s still no record of cancellation, we take the word of the cx to issue full refund
• If cx contacted us after a month of the charge, but it was established on the call that cx cancelled within the 14 days, agent should issue full refund, if it’s not established then agent should explain auto-renewal then issue pro-rated refund
  

MPR new script (Valid charge):

1. MPR scripts are only exclusive for MPR agents? Yes
2. If cx stated “valid charge”, “we made every attempt”, “we stated” – this will be a markdown on what line item? Positive Scripting 3 points
3. The auto renewal explanation won’t include anymore stating the sale page and email confirmation? Yes, but it is part now of the rebuttal when cx asks for a refund
4. If agent stated the purchased amount, is there a markdown for dont ask dont tell?, No, but coach the agent that it’s okay not to state it, unless cx provides a different amount charged, we will only ding agent for not providing the amount purchased or monthly charge in cases that cx mentions a different amount. – if that’s the case markdown will be under Account maintenance
5. If the agent is from LC UK and was transferred in the middle of the shift to take MPR calls or chats, will they use the new MPR scipts? NO, stick with their script to avoid confusion

OTHER FAQ’s

1. If customer opted to get the annual subscription but already been charge for 3 months (35.80 each). Can we refund 3 charges still and provide annual subscription? If yes what will we advise the customer, will they get 1 year still or minus the 3 months?

• advised TL for approval, since we do not have concrete process for this
• refund the difference with sup’s approval
• Gave 1 year subs, no need to advise unless cx asks, if cx asks then say cx has one year of service
  

2. If the cx has 3 charges for 34.95 (104.85 total) and the cx wants the annual but said don’t refund the 3 charges anymore instead just provide me annual access even if the total of the 3 months is more than 95.40. is that ok?

• advised TL for approval, since we do not have concrete process for this
• yes we can as long it’s approved by sup
  

3. If the customer is inquiring about annual subscription but cx already got charged for the monthly and agent proactively offered to refund and purchase the annual, will there be a ding for that?

• Ding under Account maintenance, first we do not have process for that, 2nd, agent pro-actively offered refund, cx was just inquiring about annual
  

4. If the agent advised to recommend to family and will send link for sitejabber but before the end of the call cx asked for the charges and refund. Are we supposed to send the sitejabber email still?

• If cx sounded unhappy on the call, no need to send the link
• If cx is disputing the charge no need to send the link, even if agent say so
  

5. If the customer wants to cancel, because she got a job and agent sees charges on the account, but the cx is not questioning it, are we supposed to still advise sitejabber? (as per update: Cx who found a job without the monthly charge)

• Yes, as long as cx is happy, combo offer refer and Sitejabber feedback
  

6. With the new MPR script: if the cx asked what charges for then agent explained renewal with shortened script, but the cx did not ask for a refund so the agent was not able to advise that its states on sales page and email confirmation. Should the agent still mention it on the call? Will there be a ding if agent did not complete renewal explanation if the cx did not ask for refund anymore?

• Yes, no ding, it’s okay not to state it thoroughly stating subscription sales page and email confirmation, but if cx asks for a refund then it will part of agent’s rebuttal
  

7. If cx has a job and agent advised to recommend to family and friends and leave a feedback in sitejabber and cx said “No” but agent still sent email for sitejabber link. Under what category is the markdown?

• Active Listening- 3 points
  

8. With the new MPR script: If the agent explained renewal feature stating it’s under the sales and email confirmation and repeated the information for the rebuttal, is that ok?

• Okay, just for coaching purposes only
  

9. With the new MPR script: onset of the call , the cx wants to cancel and asked if charges can be refunded. Agent explained complete renewal with sales page and email confirmation. but the cx asked again for the refund, is the first explanation can be considered as the rebuttal since it has the information on where the renewal is stated?

• Yes, it can be considered since cx asked if charge can be refunded at the onset
  

February 09, 2013

PHONE: TOP 3 MARKDOWNS:

1. Demonstrate Active Listening: Understood customer’s concern by providing appropriate response
2. Empathy/ Tone of voice/ Professionalism and Call Control: Apologize when necessary
3. CS policy & Procedure: Account Maintenance

Demonstrate Active Listening: Understood customer’s concern by providing appropriate response
Common Reason:

• Lacks paying attention and asking probing questions
• unable to hear and understand cx’s concern clearly
• Distracted
• Wrong probing question asked, repeated question
• Did not pay much attention to what the cx is saying
• Not focus- due to latency
• Busy pulling the account – Agents tend to forget the cx’s main reason of the call
  

Empathy/ Tone of voice/ Professionalism and Call Control: Apologize when necessary
Common Reason:

• Not being able to acknowledge cx’s inconvenience
• Too eager to explain
• Verbal collision
• Forgot
• Focused on cx’s concern only
• Confuse when to apologize
  

CS policy & Procedure: Account Maintenance
Common Reason:

• Not being able to fully resolve cx’s issue
• Unable to provided relevant information to fully resolve cx’s concern
• made assumption and jumped into resolution right away
• did not follow refund procedure
• wrong information provided
• did not follow call flow
• not 100% focus because there are system issues
• Forgot to state disclosure, missed out giving disclosure
• Too eager to resolve cx’s issue, unable to follow guidelines
• Not feeling well
• Generalized the explanation
• Did not explain auto-renewal, filtered cx’s concern, focus on cancellation
  

CS policy & Procedure: Account Documentation
Common Reason:

• unable to edit notes- using own template
• No Notes, inaccurate and incomplete
• due to latency, thought notation has already been saved
  

CHAT: TOP 3 MARKDOWNS:

1. Empathy/ Tone of voice/ Professionalism and Call Control: Apologize when necessary
2. CS policy & Procedure: Account Maintenance
3. Offered Like Us on FB/ Resume Posting /Delivered pre-closing & closing

Empathy/ Tone of voice/ Professionalism and Call Control: Apologize when necessary
Common Reason:

• Not paying much attention to the chat conversation
• Too focus on the main concern, forgot to acknowledge cx’s inconvenience
• Forgot, focus on cx’s concern only
• Too eager to explain, not reading chat conversation thoroughly, filtered cx’s concern
  

CS policy & Procedure: Account Maintenance
Common Reason:

• Not being able to follow process or lacks relevant information to fully resolve cx’s concern
• Unable to provided relevant information to fully resolve cx’s concern
• Wrong information provided, did not explain auto-renewal
  

CS policy & Procedure: Documentation
Common Reason:

• Using own template based account notation
• Unable to edit notes
• Too many chats and confused which one was already tracked
• Incomplete notes, inaccurate notation
• Multiple chats handled
• Forgot to notate
• Latency
  

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

Sitejabber Offer/ Recommend to family and friends

• Forgot to offer
• Just focus on cancelling the service
• Overlooked account details
  

Pre- closing and Closing

• Forgot to state, send out closing spiel right away
  

Offer FB and refer

• Unable to offer- missed out
  

DEMONSRATE ACTIVE LISTENING: Innapropriate Response

I want to cancel
appropriate response:

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

inappropriate response:

• Transition right away to offer CLB (no longer applicable)
  

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

appropriate response:

• After pulling up the account, transition to cancel the account
  

inappropriate response:

• Asks “I suppose you have a new job” when the reason for cancellation has already been stated on the onset
  

I am being billed, I did not authorize charge

appropriate response:

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

inappropriate response:

• Asks “I suppose you have a new job”
• Transition to offer CLB (n/a)
• Did not explain charge
• Assumed cancellation
• (will be dinged under Account Maintenance)
  

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

appropriate response:

• 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
  

inappropriate response:

• asks for the email right away and explain charge
  

I have cancelled it and now I am being billed again

appropriate response:

• 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 cx did not state any information as to when, how and what)
  

inappropriate response:

• after pulling up the account, agent state the auto-renewal policy
  

Others:

appropriate response:

• Use appropriate probing questions based on cx’s concern
  

inappropriate response:

• Vague responses, out of context or wrong line of questions
  

Empathy/ Tone of voice/ Professionalism and Call Control: Apologize when necessary

Any Card or Payment Issues

when to apologize:

• 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 on a timely manner

when NOT to apologize:

• About Charges
  

Any Site Issues
when to Apologize:

• unable to email, download and print, Edit, Formatting issues, Site issues, spaces, page just loading and Others
• I apologize for the inconvenience if you ( state the inconvenience). I will be more than happy to help you on that
• NOTE: Apologize and show willingness to help- rectify the issue
  

when NOT to apologize:

• Forgot Password

Dissatisfaction to service

when to apologize:

• Thought it’s just 1 page, but it showing 2 pages / I do not like the outcome of the resume or CLB / It was not helpful and the like
• I apologize for the inconvenience if you ( state the inconvenience). I will be more than happy to help you on that
• NOTE: Apologize and show willingness to help- rectify the issue
• Thought it is for free/ Misunderstanding for the annual subscription*
• Apologize then explain what free and paid services entails
• Apologize then clarify annual subscription
  

Others:

• when to apologize:
• 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 your self

Call/ chat got disconnected while talking to the previous rep

• when to apologize:
• I Apologize if the line/chat got disconnected while speaking with the previous representative.I am here to help you.

CS POLICY AND PROCEDURE: Account Maintenance

Call flow 1: Cancellation – Found a job

• correct issue resolution:
  As soon as you’ve pulled up the account state: I suppose you have a new job?

wrong issue resolution:

• Inaccurate
• wrong information provided
• lacks relevant information to resolve cx’s concern or address cx’s concern
• No disclosures given : cancellation and turnaround time for the refund
• Not following call flow
• Not following Refund Procedure
• Not Following Card Declined Procedure
• Not Following Payment Process
• Not Following Reactivation Process
• Not Following Downgrade Process
• Not Following Transfer Process
• Not Following Billing Dept. process

Call flow 2: Cancellation and cx already stated reason on the onset

correct issue resolution:

• As soon as you’ve pulled up the account state: cancel the account
  

Call flow 3: charges inquiry, unauthorized charges,

correct issue resolution:

• explain auto-renewal policy thoroughly, a request for cancellation should be made onto the account, cx says, Yes, proceed with cancellation
  

Refund Procedure

correct issue resolution:

• Issue pro-rated refund first, if the cx insists issue full
• Cx is aware of several charges, issue full last charge, cx insist, send ticket to billing dept, cx insists and irate issue another refund in full, (max is 3)
  

Refund Process:

IF THE CX ASKS: WILL THE $34.95 BE CREDITED BACK?: ( QUESTION FORM)

correct issue resolution:

• Unfortunately this is a valid charge and we make every effort to let you know of our recurring billing feature, but since we’ve already cancelled the service rest assured there will be no further charges. ( scripting only applies to US and UK)
• If 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 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)

correct issue resolution:

• After explaining the auto-renewal policy thoroughly, say: with regard 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 cx insists for a full refund, then issue full refund.
• (Do not wait cx to feel aggravated or say they will dispute it with the bank or complain to BBB etc)
  

*Downgrade Plan *

correct issue resolution:

• 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 the cx is logged in online.
  

Thought it is for free

correct issue resolution:
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**
  

Payment Process

correct issue resolution:

• 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
correct issue resolution:

• 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
• BUT for MPR – avail monthly and annual subscription, they do NOT have $ 9.95 ( 9/4 New release AB TEST $9.95 14 days/$9.95 4 weeks)
  

Card Declined

correct issue resolution:

• 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.
  

CARD ERRORS:
**CCV 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 the 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
  

Cancellation Disclosure

correct issue resolution: * Every time you cancel a service inform the cx of the CANCELLATION CONFIRMATION EMAIL

Refund Turnaround time

correct issue resolution:

• 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

correct issue resolution:

• Inform the cx that they will receive a response from billing dept. via email within 2 to 3 business days
• Inform the cx that you will send a copy of the ticket for the refund request for cx’s reference
  

Transfer Process

correct issue resolution:

• Checked account details thoroughly
• Provided toll free and hours of operation
• State Pre-closing spiel
• State Closing spiel
  

CS POLICY AND PROCEDURE: Account Documentation

Call flow 1: Cancellation – Found a job

proper documentation

• LC or MPR/caller’s name/Phone #/email address/cancellation- found a job/ cancelled
  

improper documentation

• wrong caller’s name, wrong concern for calling, no action taken
  

Call flow 2: Cancellation and the cx already stated reason on the onset

proper documentation

• LC or MPR/caller’s name/Phone #/email address/cancellation/ reason cx stated on the call or chat/ cancelled
  

improper documentation

• incomplete details: no name, phone and email, wrong reason, no reason for cancellation stated and no action taken
  

Call flow 3: charges inquiry, unauthorized charges, cancellation, refund request / Issue pro-rated or full refund

proper documentation

• 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 or refund or full refund
• Note: Accurate, complete, and notate only what transpired on the call/chat
  

improper documentation

• incomplete notes:
• No primary concern stated
• No reason for cancellation stated
• No Action taken
  

Downgrade Plan ( from annual to initial charge)

proper documentation

• 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
  

improper documentation

• Inaccurate notes:
• Notated account holder’s name instead of caller’s name
• Notated Issued refund when you did not issue one
• Notated you cancelled when account is still active
• Wong refund processed
• Incorrect concern stated
• Wrong details ( name, phone and email)
  

Site/Edit/Formatting issues

proper documentation

• 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

proper documentation

• 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 log in

proper documentation

• LC or MPR/caller’s name/Phone #/email address/ Login issue ( what kind of issue)/ action taken
  

Payment Process

proper documentation

• 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

proper documentation

• 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
  

February 03, 2013

PORTFOLIO

• We DO NOT offer PORTFOLIO for resume services nor for resume builder

• When cx asks about a certain portfolio, you need to ask cx first what they meant by that or what are they referring to before giving out information

• If you are unsure of what to say then ask any TL on duty

For your information PORTFOLIO means

Noun
1. “a portfolio is defined as a large, thin , flat case for loose sheets of paper such as drawings or maps.”
2. a range of investments held by a person or organization.”

Adjective
1.“relating to, denoting, or engaged in an employment pattern that involves a succession of short term contracts and part time work, rather than the more traditional model of a long term single job”

AGAIN WE DO NOT OFFER PORTFOLIO, do not confuse cx nor yourself. We do not have any updates or information pertaining to portfolio being offered.

Ensure that when you use certain terms, you should know what it means so you will not mislead cx with the information you are providing

For resume services,please see My Knowledge Builder for details or ask any TL or QA if you have any questions

December 31, 2013

QA REMINDER: CHAT

*DO’s

• 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*

!DONT’s

• 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.

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