GREETING
Thank you for calling Customer Service, my name is [name], how can I help you today?
Notes: Remember we are making advertisements for our client on every call (so sound perky and helpful). If for any reason, you don’t hear the caller, make sure you greet them at least 3 times in case there is a delay. Again, we have to make a recording for our clients to hear in which we greet cheerfully on every call whether the caller answers or not.
Notes: Remember we are making advertisements for our client on every call (so sound perky and helpful). If for any reason, you don’t hear the caller, make sure you greet them at least 3 times in case there is a delay. Again, we have to make a recording for our clients to hear in which we greet cheerfully on every call whether the caller answers or not.
LOOKUP THE CUSTOMER
Ok, let me see if I can help you with that, can I get your zip code so I can look up your account? Ok, now can I get your full name? Ok, I think I have the account, can you confirm your shipping address? Now, just give me a few moments to review your account details...I'll be right back with you...
Always ask for and use Zip Code. Then when the list of customers is displayed ask for full name (but do not make the customer spell it). Once you find the account, ask the customer to verify the shipping address (you’ll need this later to check against shipped orders). ONCE YOU FIND THE ACCOUNT, TELL THE CALLER YOU NEED TIME TO REVIEW AND NOW GO TO EITHER IN-TRIAL OR POST-TRIAL STEPS.
Always ask for and use Zip Code. Then when the list of customers is displayed ask for full name (but do not make the customer spell it). Once you find the account, ask the customer to verify the shipping address (you’ll need this later to check against shipped orders). ONCE YOU FIND THE ACCOUNT, TELL THE CALLER YOU NEED TIME TO REVIEW AND NOW GO TO EITHER IN-TRIAL OR POST-TRIAL STEPS.
IN TRIAL
ORDER NOT PLACED BY THE CUSTOMER
CUSTOMER CLAIMS USE BY FAMILY, ETC.
I’m sorry to hear that [restate their situation]. We definitely don't want any more charges on that card! Let me put a Fraud Hold on your account to stop any further charges or shipments.
[CUSTOMER RESPONDS]
Ok, well, the FIRST thing to do is to get everything cancelled so there can be NO FURTHER ACTIVITY on the account. Then, I’ll be back to give you the finance office's address where you can send a police report and request your refund.
[IMMEDIATE HOLD BEFORE CUSTOMER RESPONDS]
Ok, we’re done, there will be no more charges to your card and 3-5 days after the finance office receives the report, they will credit back all charges. Are you ready for that address? Send a police report to:
[CX STILL INSISTS ON REFUND: FINAL STATEMENT]
I’m sorry Sir/Madam, but I put a Fraud Flag on your account...and since you said the charge was unauthorized, I assumed you wanted us to investigate and prosecute the person. Well, there is nothing else I can do for you today...and if you don't want to send a police report, you just need to spell out the details of the theft and send it to the finance office. Can I give you the address again?
CUSTOMER CLAIMS USE BY THIEF OR HACKER
Notes: When a customer claims there has been a stolen credit card, SOMETIMES this is serious and we need to help them as much as possible to get their funds back.
I’m sorry to hear about (customer's situation), that’s terrible. What I CAN do for you RIGHT NOW while you are on the phone with me, is to cancel everything and put a FRAUD HOLD on your account to ensure there is no further billing.
[CUSTOMER RESPONDS]
Ok, let me put you on hold for a few moments to cancel everything to ensure there can be NO FURTHER ACTIVITY ON THIS CARD...and then I’ll be back to give you instructions on how to get a refund for all charges.
[HOLD]
Ok, I have put a permanent fraud hold on the account so there can be no further activity. Our fraud department will want to work with you AND THE LOCAL POLICE to prosecute whoever stole your credit card…so you need to send us a police report as soon as possible. When they get the police report and investigate, they will give you a FULL refund, usually within 3-5 days of receiving the report. Are you ready to write down the address? ADDRESS: 11740 San Vicente Blvd. Ste 109 #455, Brentwood, CA 90049
[CUSTOMER STILL INSISTING: FINAL STATEMENT]
Since you said the card number was stolen, I put a PERMANENT fraud flag on your account---and NOW I’m locked out...any refund will have to come from the finance office after you send the report. You can understand that putting your refund BACK on a stolen credit card would just be giving more money to the thief to take from you. So please send us a police report as soon as possible.
I’m sorry to hear about (customer's situation), that’s terrible. What I CAN do for you RIGHT NOW while you are on the phone with me, is to cancel everything and put a FRAUD HOLD on your account to ensure there is no further billing.
[CUSTOMER RESPONDS]
Ok, let me put you on hold for a few moments to cancel everything to ensure there can be NO FURTHER ACTIVITY ON THIS CARD...and then I’ll be back to give you instructions on how to get a refund for all charges.
[HOLD]
Ok, I have put a permanent fraud hold on the account so there can be no further activity. Our fraud department will want to work with you AND THE LOCAL POLICE to prosecute whoever stole your credit card…so you need to send us a police report as soon as possible. When they get the police report and investigate, they will give you a FULL refund, usually within 3-5 days of receiving the report. Are you ready to write down the address? ADDRESS: 11740 San Vicente Blvd. Ste 109 #455, Brentwood, CA 90049
[CUSTOMER STILL INSISTING: FINAL STATEMENT]
Since you said the card number was stolen, I put a PERMANENT fraud flag on your account---and NOW I’m locked out...any refund will have to come from the finance office after you send the report. You can understand that putting your refund BACK on a stolen credit card would just be giving more money to the thief to take from you. So please send us a police report as soon as possible.
PRODUCT NOT SHIPPED
PROVIDE STATUS FOR PRODUCT NOT SHIPPED
YOU MUST REVIEW EVERYTHING POSSIBLE ABOUT THE ACCOUNT. Order date, ship dates, billing dates, shipping charges and EOT charges that have been billed. You should also look to see if the product has been delivered and has a tracking number AND look at the CRM notes for any clues about how any history or previous calls from this customer. You need to know when the next bill is going to happen as well. This is a LOT of work, but it will pay off because you will be confident and know what the only options are for the customer. You may feel you are keeping the customer on hold too long, but you need to know everything.
DO NOT RUSH THIS STEP!
I see that an order was placed on our website on [Date] requesting that we ship a 30 day supply of MX-MALE for you to review and try free for 14 days, but as of today, the order has not yet shipped. If you would still like to try our wonderful product, then I can re-ship it to you?
[IF CX DESIRES CANCELLATION AND ORDER DATE IS TODAY, DO A VOID]
or
[IF CX DESIRES CANCELLATION AND ORDER DATE IS BEFORE TODAY, REFUND SHIPPING AND CANCEL]
DO NOT RUSH THIS STEP!
I see that an order was placed on our website on [Date] requesting that we ship a 30 day supply of MX-MALE for you to review and try free for 14 days, but as of today, the order has not yet shipped. If you would still like to try our wonderful product, then I can re-ship it to you?
[IF CX DESIRES CANCELLATION AND ORDER DATE IS TODAY, DO A VOID]
or
[IF CX DESIRES CANCELLATION AND ORDER DATE IS BEFORE TODAY, REFUND SHIPPING AND CANCEL]
CX WANTS TO TRY PRODUCT: EXTEND TRIAL 14 DAYS AND RE-SHIP IF ORDERED OVER 5 DAYS AGO
[ONLY IF ORIGINAL ORDER DATE WAS 5 OR MORE DAYS, EXTEND TRIAL AND RESHIP]
...but since you still want to try MX-Male, I'm going to reship it to you and extend your trial for 14 days from today. The product will take 3-4 days to get to you after it leaves our warehouse---leaving you with 10 days to decide if you want to keep it. If you like it, we'll bill you $93.96. If you don't like it and want to avoid that charge, just call us back and we'll help you return the unused product so we are not billed anything else. Do you want me to ship the product now?
...but since you still want to try MX-Male, I'm going to reship it to you and extend your trial for 14 days from today. The product will take 3-4 days to get to you after it leaves our warehouse---leaving you with 10 days to decide if you want to keep it. If you like it, we'll bill you $93.96. If you don't like it and want to avoid that charge, just call us back and we'll help you return the unused product so we are not billed anything else. Do you want me to ship the product now?
CX WANTS TO TRY THE PRODUCT BUT ORDER DATE WAS LESS THAN 5 DAYS AGO
...because you just ordered a few days ago, I can't request a new shipment without checking on the current one. What I will do for you right now is extend your trial review period for another 10 days which will mean you have until [End of Trial Date] to decide if MX-Male is right for you. Ok?
Great...now give me just one moment while I process the extension for you.
[PROCESS THE EXTENSION]
Ok, I'll ask the warehouse to make sure your product goes out in the next day or so. It will typically take 3-4 for your product to arrive, ok? So you don't need to call back to check to see if you shipment goes out---I'll do that for you...so is there anything else I can help you with today?
Great...now give me just one moment while I process the extension for you.
[PROCESS THE EXTENSION]
Ok, I'll ask the warehouse to make sure your product goes out in the next day or so. It will typically take 3-4 for your product to arrive, ok? So you don't need to call back to check to see if you shipment goes out---I'll do that for you...so is there anything else I can help you with today?
DO NOT USE
DO NOT USE
DO NOT USE
DO NOT USE
DO NOT USE
THREATS: BBB, FTC, AG, AG, CHARGEBACK, CALL BANK
ORDERED SAME DAY: VOID
I'm sorry to hear that you want to (restate the threat). Since the order was just placed today, it's not a problem for me to just VOID everything and your credit card will not be charged (or if it has already been charged, I will make sure that I process a refund request immediately). Is this what you want me to do?
[IF SAME DAY BEFORE 2:00 PM CENTRAL TIME, VOID TRANSACTION IN CRM]
[IF SAME DAY BUT AFTER 2:00 PM CENTRAL, YOU MAY HAVE TO REFUND THE ACCOUNT]
[IF SAME DAY BEFORE 2:00 PM CENTRAL TIME, VOID TRANSACTION IN CRM]
[IF SAME DAY BUT AFTER 2:00 PM CENTRAL, YOU MAY HAVE TO REFUND THE ACCOUNT]
NOT IN USE
NOT IN USE
BANK REP ON LINE
[RE-READ THE VOID AND RESHIP OPTIONS ABOVE]
NOT IN USE
NOT IN USE
NOT IN USE
PRODUCT SHIPPED NOT RECEIVED
PROVIDE STATUS
I see that an order was placed on our website on [Date] requesting that we ship a 30 day supply of MX-Male, with a retail price of $93.96, to review and try free for 14 days... We shipped the product on [ship date] and that is why there is a $5.96 charge for shipping. The next charge will be for $ 93.96, around the 15th day from the original order date, because that is when the trial review period ends and payment for the product is due.
How is the product working for you?
YOU MUST REVIEW EVERYTHING POSSIBLE ABOUT THE ACCOUNT. Order date, ship dates, billing dates, shipping charges and EOT charges that have been billed. You should also look to see if the product has been delivered and has a tracking number AND look at the CRM notes for any clues about how any history or previous calls from this customer. You need to know when the next bill is going to happen as well. This is a LOT of work, but it will pay off because you will be confident and know what the only options are for the customer. You may feel you are keeping the customer on hold too long, but you need to know everything.
DO NOT RUSH THIS STEP!
How is the product working for you?
YOU MUST REVIEW EVERYTHING POSSIBLE ABOUT THE ACCOUNT. Order date, ship dates, billing dates, shipping charges and EOT charges that have been billed. You should also look to see if the product has been delivered and has a tracking number AND look at the CRM notes for any clues about how any history or previous calls from this customer. You need to know when the next bill is going to happen as well. This is a LOT of work, but it will pay off because you will be confident and know what the only options are for the customer. You may feel you are keeping the customer on hold too long, but you need to know everything.
DO NOT RUSH THIS STEP!
EXTEND TRIAL PERIOD
Since the product is on it's way, but you have not received it, I can give you an extra 10 days to use it and see how it works for you. The product really works well, but you need to use it about a week to really see results. Can I give you more time to try the product?
REDUCE MONTHLY BILLING
Is it possible the monthly cost of the product is why you want to cancel? If so, I can discount the price of the product by 50% and extend your trial for another 10 days to give you time to receive the product and try it... then if it works for you the most we'll charge you is just $46.98. How does that sound?
SAVE SALE PAY JUST $39.95
Our free "try before you buy" terms require that if you want to cancel, you need to call us within the 14 day trial period (which you did) AND make arrangements to return the unused product to us as your expense. So, let me give you another 10 days to receive the product and then give you instructions on how to send the product back to us---so we don't bill you the $93.63---OR what MOST customers do is simply allow us to charge the card on file for just $39.95---which allows you to keep the product and enjoy it...and you don't have the hassle of sending anything back.
You ordered the product for a reason, wouldn't you like a chance to us it?
LAST OFFER $19.95
Look...our company wants customers much more than it wants products back in the warehouse---so they have authorized me to offer customers that want to cancel a ridiculously low price---just so we can get you to try it and hopefully become a long term customer. To avoid having the hassle of returning anything when your package arrives, you can pay just $19.95 today. This way we both win...you get the product at our absolute best price and we get a new customer. This is almost as much as what it will cost you to drive to the post office and pay to ship the product back...
Do you want to do this instead of returning anything?
Do you want to do this instead of returning anything?
RMA TO CANCEL
Since you really don’t want to keep the product, I will give you a number that you need to write on the outside of the package when it arrives. To give you time to receive the package and then to return it, I'll put all future charges on hold for 15 more days.
Be sure to use a method of shipment that has a tracking number, because if we don't receive the package in the next 15 days, and you don't have proof that you sent it, we'll still bill you the $93.96.
Or as I said, I'd be glad to give the product for you for $19.95 and you can just keep it and not worry about returning it at all. Are you really, really sure you don't want to just do that?
Ok, then---please write this number on the outside of the box when you send it in:
The address to send the package to is:
[xxx]
I will also send you an email with instructions to you.
Be sure to use a method of shipment that has a tracking number, because if we don't receive the package in the next 15 days, and you don't have proof that you sent it, we'll still bill you the $93.96.
Or as I said, I'd be glad to give the product for you for $19.95 and you can just keep it and not worry about returning it at all. Are you really, really sure you don't want to just do that?
Ok, then---please write this number on the outside of the box when you send it in:
The address to send the package to is:
[xxx]
I will also send you an email with instructions to you.
NOT IN USE
EXIT
[CANCEL RECURRING IF CX UPSET AND NOT WANTING EITHER OPTION]
I'm sorry, but those are the only options that we have under the terms that were on our website...you can either return the product or you must purchase it.
If you don't choose one of these options then we will bill you the full price of our product, when the trial period expires.
[CUSTOMER REFUSES OPTIONS]
Well, unfortunately, I have other customers on hold that I have to help. Please call us back if you change your mind.
Thank you for calling customer service
Goodbye.
I'm sorry, but those are the only options that we have under the terms that were on our website...you can either return the product or you must purchase it.
If you don't choose one of these options then we will bill you the full price of our product, when the trial period expires.
[CUSTOMER REFUSES OPTIONS]
Well, unfortunately, I have other customers on hold that I have to help. Please call us back if you change your mind.
Thank you for calling customer service
Goodbye.
THREATS: BBB, FTC, AG, AG, CHARGEBACK, CALL BANK
RMA
I'm sorry to hear that you want to (restate the threat). As I mentioned, the terms of the offer were stated clearly where you entered your credit card and if we are contacted by (threat) we will gladly show them how our offer works. But, instead of having to do that, if you'll return the package when it arrives, I'll be able to cancel your account.
Can I give you the Return Number to write on the outside of the package?
Can I give you the Return Number to write on the outside of the package?
SAVE SALE $19.95
We know that it's a bit of a hassle to return a package---and that's why we have set up a low cost way to allow customers to just purchase the product. It only costs $19.95 and we can wrap up the call, ok?
EXIT
I'm sorry, but our agreement with all customers that request our product is to only let them try if free, it is not a free product. So that is why we either need to get paid, or we need to get the unused portion of the product back.
If you don't choose one or the other option then we can bill you the $93.96 full price of our product.
[CUSTOMER REFUSES OPTIONS]
Well, unfortunately, I have other customers on hold that I have to help.
Please call us back if you change your mind. Thank you for calling customer service, Goodbye.
If you don't choose one or the other option then we can bill you the $93.96 full price of our product.
[CUSTOMER REFUSES OPTIONS]
Well, unfortunately, I have other customers on hold that I have to help.
Please call us back if you change your mind. Thank you for calling customer service, Goodbye.
BANK REP ON LINE (MUST READ)
Since you are a representative of a bank for one of our customers, my company requires that I read a short statement about our offer terms before we can proceed, ok?
"On the order date an individual using your customer's credit card, placed an order with us on our MX-Male.com website and at that time agreed to our terms and conditions which is mandatory for any customer to receive our product. The terms state that for a $5.96 payment, we will ship a monthly supply of MX-Male for the customer to try for 14 days...and then if the CX does not want to keep the product, they agree to call in to cancel within the 14 day period, and if not then we would bill them for the original product at the retail price of $93.96 and continue to ship them our product every 30 days from the original order date."
We show that we have shipped the product and it is on its way to your customer. So, the only options are to either allow me to greatly discount the product so that your customer can keep it when it arrives (and avoid the hassle of returning it) or I can issue a Return Authorization with instructions on how to send the product back.
What would you like me to do?
"On the order date an individual using your customer's credit card, placed an order with us on our MX-Male.com website and at that time agreed to our terms and conditions which is mandatory for any customer to receive our product. The terms state that for a $5.96 payment, we will ship a monthly supply of MX-Male for the customer to try for 14 days...and then if the CX does not want to keep the product, they agree to call in to cancel within the 14 day period, and if not then we would bill them for the original product at the retail price of $93.96 and continue to ship them our product every 30 days from the original order date."
We show that we have shipped the product and it is on its way to your customer. So, the only options are to either allow me to greatly discount the product so that your customer can keep it when it arrives (and avoid the hassle of returning it) or I can issue a Return Authorization with instructions on how to send the product back.
What would you like me to do?
RMA
Ok, let me generate an RMA number and extend the time for you to return the package since it hasn't even arrived. This will give you extra time to receive it and then send it back to us. If you don't get the package, then we'll need you to file a claim with the post office and you can send that back to us instead.
Or you ready to write down the RMA number and address where to send the package?
Or you ready to write down the RMA number and address where to send the package?
NOT IN USE
NOT IN USE
PRODUCT SHIPPED AND RECEIVED
PROVIDE STATUS
I see that an order was placed on our website on [Date] requesting that we ship a 30 day supply of MX-Male, with a retail price of $93.63, to review and try free for 14 days... We shipped the product on [ship date] and that is why there is a $4.95 charge for shipping. The next charge will be for $ 93.63, around the 15th day from the original order date, because that is when the trial review period ends and payment for the product is due.
How is the product working for you?
YOU MUST REVIEW EVERYTHING POSSIBLE ABOUT THE ACCOUNT. Order date, ship dates, billing dates, shipping charges and EOT charges that have been billed. You should also look to see if the product has been delivered and has a tracking number AND look at the CRM notes for any clues about how any history or previous calls from this customer. You need to know when the next bill is going to happen as well. This is a LOT of work, but it will pay off because you will be confident and know what the only options are for the customer. You may feel you are keeping the customer on hold too long, but you need to know everything. DO NOT RUSH THIS STEP!
How is the product working for you?
YOU MUST REVIEW EVERYTHING POSSIBLE ABOUT THE ACCOUNT. Order date, ship dates, billing dates, shipping charges and EOT charges that have been billed. You should also look to see if the product has been delivered and has a tracking number AND look at the CRM notes for any clues about how any history or previous calls from this customer. You need to know when the next bill is going to happen as well. This is a LOT of work, but it will pay off because you will be confident and know what the only options are for the customer. You may feel you are keeping the customer on hold too long, but you need to know everything. DO NOT RUSH THIS STEP!
EXTEND TRIAL PERIOD
Rather than cancel today, I can give you more time to use the product to see if you get the result you were expecting… It usually about a week to notice a real difference.
I can add another 10 days to the review period if you like? That will give you more time to use it, and see how it works for you.
If it doesn't work, just call us before [extended trial date] and we'll make sure you are not charged the full retail price.
I can add another 10 days to the review period if you like? That will give you more time to use it, and see how it works for you.
If it doesn't work, just call us before [extended trial date] and we'll make sure you are not charged the full retail price.
REDUCE MONTHLY BILLING
Is it possible the monthly cost of the product is why you want to cancel? If so, I can discount the price of the product by 50% so when we bill you in a few days and each month thereafter you only have to pay $46.68.
How does that sound?
How does that sound?
EXTEND PERIOD BETWEEN SHIPMENTS
Is it possible that you'd still stay with us if I move the shipments to every other month, instead of every month? Or every 90 days?
SAVE SALE PAY JUST $39.95
Well, since you still want to cancel, the terms REQUIRE you to ship our product back or you have to pay the full amount...BUT I know that can be a lot of trouble---so let me help you out.
Rather than going to the trouble to find a box, find a post office, getting a tracking number and then paying $5 to $10 to send the package back, most customers would rather just pay for the product and keep it---especially if we give them a nice discount. To avoid sending the unused portion of the product back, would you like to just keep it and pay only $39.95. That's a big discount for something you wanted to try anyway---and you would not have to return anything…how does that sound?
Rather than going to the trouble to find a box, find a post office, getting a tracking number and then paying $5 to $10 to send the package back, most customers would rather just pay for the product and keep it---especially if we give them a nice discount. To avoid sending the unused portion of the product back, would you like to just keep it and pay only $39.95. That's a big discount for something you wanted to try anyway---and you would not have to return anything…how does that sound?
LAST OFFER $19.95
Look...our company wants customers much more than they want their products back in the warehouse. So, let me put you on hold for one second to see if
there is anything else I can do.
[PUT CX ON HOLD]
We really want long terms customers so I can give you our product for just $19.95. I can charge the card on file and end the call right now. Do you want to do this instead of sending it back?
[CUSTOMER RESISTS]
I know, but if I charge you just $19.95, we both win. You get the product you wanted and over 75% off and we get a customer.
Do you want to do this instead of returning it?
there is anything else I can do.
[PUT CX ON HOLD]
We really want long terms customers so I can give you our product for just $19.95. I can charge the card on file and end the call right now. Do you want to do this instead of sending it back?
[CUSTOMER RESISTS]
I know, but if I charge you just $19.95, we both win. You get the product you wanted and over 75% off and we get a customer.
Do you want to do this instead of returning it?
RMA TO CANCEL
Ok then, let me give you number that you need to write on the outside of the package and the address where to return it to:
And, I'll put all future charges on hold for 15 more days to give you time to return it to our warehouse.
You should use a method of shipment that has a tracking number, because if we don't receive the package in the next 15 days, and you don't have proof that you sent it, we'll still bill you the $93.96.
Or as I said, it's super easy to just charge the $19.95 to your card and then you don't have to worry about anything...Are you sure you don't want to just buy the product...because we'd love to keep you as a customer...
[CX SAYS NO, PROCESS RMA]
Please write this number on the outside of the box when you send it in: XXXXX
The address to send the package to is:
[XXX]
And, I'll put all future charges on hold for 15 more days to give you time to return it to our warehouse.
You should use a method of shipment that has a tracking number, because if we don't receive the package in the next 15 days, and you don't have proof that you sent it, we'll still bill you the $93.96.
Or as I said, it's super easy to just charge the $19.95 to your card and then you don't have to worry about anything...Are you sure you don't want to just buy the product...because we'd love to keep you as a customer...
[CX SAYS NO, PROCESS RMA]
Please write this number on the outside of the box when you send it in: XXXXX
The address to send the package to is:
[XXX]
EXIT
I'm sorry, but I've already presented all the options that are allowed under the terms of the trail offer---you can either buy the product for as low as $19.95 or you can send the product back to cancel your agreement. If you don't do either one, we will bill you on or about the 15th day for $93.96.
[CUSTOMER REFUSES OPTIONS]
Well, unfortunately, I have several other customers on hold that I need to help. Please call us back anytime if you change your mind. Thank you for calling customer service, Goodbye.
[CUSTOMER REFUSES OPTIONS]
Well, unfortunately, I have several other customers on hold that I need to help. Please call us back anytime if you change your mind. Thank you for calling customer service, Goodbye.
THREATS: BBB, FTC, AG, AG, CHARGEBACK, CALL BANK
RMA
I'm sorry to hear that you want to (restate the threat). As I mentioned, the terms of the offer were clearly stated right where you entered your credit card and if we are contacted by (threat) we will gladly show them how our offer works. But, instead of having to do that, if you'll simply return the package, I'll be able to cancel your account. Or if you like, I can see what the lowest price I can sell the product to you for---and then you don't have to return anything?
Do you want to hold for a second while I check your options?
[ISSUE RMA OR GO TO SAVE SALE $19.95]
Do you want to hold for a second while I check your options?
[ISSUE RMA OR GO TO SAVE SALE $19.95]
SAVE SALE $19.95
We know that it's a bit of a hassle to return a package---and that's why we have set up a low cost way to just purchase the product you've received. For just $19.95 you can purchase the product and I'll cancel everything immediately.
EXIT
I'm sorry, but those are the only options---you can either return the product or purchase it for just $19.95. If you don't choose one of these options, we are going to bill you the full price of our product at the end of the trial period.
[CUSTOMER REFUSES OPTIONS]
Well, unfortunately, I have other customers on hold that I have to help. Please feel free to call us back anytime if you decide what you want to do...
Thank you for calling customer service, Goodbye.
[CUSTOMER REFUSES OPTIONS]
Well, unfortunately, I have other customers on hold that I have to help. Please feel free to call us back anytime if you decide what you want to do...
Thank you for calling customer service, Goodbye.
BANK REP ON LINE (MUST READ)
Since you are a representative of a bank for one of our customers, my company requires that I read a short statement about our offer terms before we can proceed, ok?
"On the order date an individual using your customer's credit card, placed an order with us on our MX-Male.com website and at that time agreed to our terms and conditions which is mandatory for any customer to receive our product. The terms state that for a $5.96 payment, we will ship a monthly supply of MX-Male for the customer to try for 14 days...and then if the CX does not want to keep the product, they agree to call in to cancel within the 14 day period, and if not then we would bill them for the original product at the retail price of $93.96 and continue to ship them our product every 30 days from the original order date."
We show that we shipped the product and it has arrived at the customer's address. So, the only options are to either allow me to greatly discount the product so that your customer can keep it (and avoid the hassle of returning it) or I can issue a Return Authorization with instructions on how to send the product back.
What would you like me to do?
"On the order date an individual using your customer's credit card, placed an order with us on our MX-Male.com website and at that time agreed to our terms and conditions which is mandatory for any customer to receive our product. The terms state that for a $5.96 payment, we will ship a monthly supply of MX-Male for the customer to try for 14 days...and then if the CX does not want to keep the product, they agree to call in to cancel within the 14 day period, and if not then we would bill them for the original product at the retail price of $93.96 and continue to ship them our product every 30 days from the original order date."
We show that we shipped the product and it has arrived at the customer's address. So, the only options are to either allow me to greatly discount the product so that your customer can keep it (and avoid the hassle of returning it) or I can issue a Return Authorization with instructions on how to send the product back.
What would you like me to do?
RMA
So, in order to cancel the account today, I need a commitment from the customer that they will return the product.
Here is the RMA number which should be written on the outside of the package so they warehouse can credit the customer with the cancellation when they receive the package.
Here is the RMA number which should be written on the outside of the package so they warehouse can credit the customer with the cancellation when they receive the package.
SAVE SALE $19.95
The best option, to avoid going to all the hassle of returning the product is to let me discount the purchase from $93.96 down to just $19.95. I can change the card on file and then cancel the account. This will only take a second. Would you like me to do this?
FINAL OPTION: REFUND AND KEEP PRODUCT
Well, we certainly don't want a chargeback, so I will just cancel the account and the customer can keep the product.
EXIT A CALL WITH BANK REP
Ok, I'm going to update the notes on that account that the customer's issue was resolved satisfactorily and that you will not be pursuing a chargeback on the account. Is there anything else I can help you with?
POST-TRIAL
ORDER WAS NOT PLACED BY THE CUSTOMER
CUSTOMER CLAIMS USE BY FAMILY, ETC.
I’m sorry to hear that [restate their situation]. We definitely don't want any more charges on that card! Let me put a Fraud Hold on your account to stop any further charges or shipments.
[CUSTOMER RESPONDS]
Ok, well, the FIRST thing to do is to get everything cancelled so there can be NO FURTHER ACTIVITY on the account. Then, I’ll be back to give you the finance office's address where you can send a police report and request your refund.
[IMMEDIATE HOLD BEFORE CUSTOMER RESPONDS]
Ok, we’re done, there will be no more charges to your card and 3-5 days after the finance office receives the report, they will credit back all charges. Are you ready for that address? Send a police report to:
[xxx]
[CX STILL INSISTS ON REFUND: FINAL STATEMENT]
I’m sorry Sir/Madam, but I put a Fraud Flag on your account...and since you said the charge was unauthorized, I assumed you wanted us to investigate and prosecute the person. Well, there is nothing else I can do for you today...and if you don't want to send a police report, you just need to spell out the details of the theft and send it to the finance office. Can I give you the address again?
CUSTOMER CLAIMS USE BY THIEF OR HACKER
I’m sorry to hear about (customer's situation), that’s terrible. What I CAN do for you RIGHT NOW while you are on the phone with me, is to cancel everything and put a FRAUD HOLD on your account to ensure there is no further billing.
[CUSTOMER RESPONDS]
Ok, let me put you on hold for a few moments to cancel everything to ensure there can be NO FURTHER ACTIVITY ON THIS CARD...and then I’ll be back to give you instructions on how to get a refund for all charges.
[HOLD]
Ok, I have put a permanent fraud hold on the account so there can be no further activity. Our fraud department will want to work with you AND THE LOCAL POLICE to prosecute whoever stole your credit card…so you need to send us a police report as soon as possible. When they get the police report and investigate, they will give you a FULL refund, usually within 3-5 days of receiving the report. Are you ready to write down the address?
ADDRESS: [xxx]
[CUSTOMER STILL INSISTING: FINAL STATEMENT]
Since you said the card number was stolen, I put a PERMANENT fraud flag on your account---and NOW I’m locked out...any refund will have to come from the finance office after you send the report. You can understand that putting your refund BACK on a stolen credit card would just be giving more money to the thief to take from you. So please send us a police report as soon as possible.
[CUSTOMER RESPONDS]
Ok, let me put you on hold for a few moments to cancel everything to ensure there can be NO FURTHER ACTIVITY ON THIS CARD...and then I’ll be back to give you instructions on how to get a refund for all charges.
[HOLD]
Ok, I have put a permanent fraud hold on the account so there can be no further activity. Our fraud department will want to work with you AND THE LOCAL POLICE to prosecute whoever stole your credit card…so you need to send us a police report as soon as possible. When they get the police report and investigate, they will give you a FULL refund, usually within 3-5 days of receiving the report. Are you ready to write down the address?
ADDRESS: [xxx]
[CUSTOMER STILL INSISTING: FINAL STATEMENT]
Since you said the card number was stolen, I put a PERMANENT fraud flag on your account---and NOW I’m locked out...any refund will have to come from the finance office after you send the report. You can understand that putting your refund BACK on a stolen credit card would just be giving more money to the thief to take from you. So please send us a police report as soon as possible.
PRODUCT NEVER SHIPPED
PROVIDE STATUS
I see that an order was placed on our website on [Date] requesting that we ship a 30 day supply of MX-Male, with a retail price of $93.96, to review and try free for 14 days... We were supposed to ship the product a day or two after that and that is why there is a $5.96 charge for shipping on your credit card. The next charge of $93.96 is usually charged a day or two after the trial period ends---but because I'm not showing the product was every shipped, I am supposed to restart your trial period and ship the product out right away to you so you can try it. Can I verify your address?
RESTART TRIAL, REFUND LATER
What is easiest for me to do is to restart your trial for you and rush our product out to you for you to try. If for any reason it doesn't work for you, then you just have to call us and we'll cancel any future shipments. Can I start your trial over today?
RESTART TRIAL, REFUND NOW
We'd really like you to try the product---and we certainly don't want to keep your money unless you have tried MX-Male and it works for you...so let me refund the charge for the product and then we'll keep the $5.96 for the shipping and send the product for you to try for the 14 days. If you like it, then you can pay the $96.63 or if you try it and you don't like it, just call us back and we'll help you return the unused portion so we don't charge you anything.
Let me verify your address so I get you set up again with a new trial at a lower price, ok?
Let me verify your address so I get you set up again with a new trial at a lower price, ok?
REFUND AND CANCEL
I'm sorry that you don't want to at least try the product. I'll refund the full purchase price and the shipping and make sure you are not charged again in the future.
PRODUCT SHIPPED, NOT RECEIVED, SHOWS DELIVERED
PROVIDE STATUS
I see that an order was placed on our website on [Date] requesting that we ship a 30 day supply of [brand name], with a retail price of $79.99, to review and try free for 18 days... We shipped the product on [ship date] and that is why there is a $4.95 charge for shipping. The next charge will be for $ 79.99, around the 18th day from the original order date, because that is when the trial review period ends and payment for the product is due.
RESHIP OF PRODUCT
Since you don't have to product and you've already paid for it, let me place an order to ship it out to you today.
RESHIP AND REDUCE MONTHLY BILLING 50%/$39.95
We really don't want to lose a customer, so let me reship the product to you right now, and as a courtesy, I can reduce the monthly price of any future shipments by 50% to just $39.95.
RESHIP AND CLEAN CANCEL
What I can do then is reship the package to you and then cancel your account so there is no further billing. If you try the product and you don't want to keep it, you can call us to either return it for a full refund or you can keep it and we'll give you a discounted price.
RESHIP AND PARTIAL-REFUND 25%/$19.95
Unless you either find the package or go to the postal service and get a claim number and send that back to us, I can't give you a full refund since we shipped the package and according to the postal service our $79.95 product was delivered to the address entered on our site. But what I can do is give you a courtesy credit of 25% for your troubles and reship the package to you so you'll have it.
RESHIP AND PARTIAL-REFUND 50%/39.95
Let me put you on a brief hold to see if there is anything else I can do. Ok, I have been able to refund 50% of your money today, would you like me to process a reship so you will have the product and then we'll process a 50% refund right now and cancel any future shipments or charges.
POSTAL CLAIM FOR FULL REFUND
I'm sorry but a full refund requires that you return either the product, or you make a claim for the product that we sent and that the postal service says was delivered to your address. If you can either find the product, or you can make the claim to the post office and product that to us, then we can issue a full refund. Would you like a fax number to send the claim to, or would you like me to reship the product to you and give you the partial refund right now of $39.95?
THREATS: BBB, FTC, AG, AG, CHARGEBACK, CALL BANK
I'm sorry to hear that you want to (restate the threat). As I mentioned, the terms of the offer were clear where you entered your credit card and if we are contacted by (threat) we will gladly show them how our offer works. We did our part by shipping the product to the address and the postal servce said it was delivered.
RESHIP OF PRODUCT
Since you don't have to product and you've already paid for it, let me place an order to ship it out to you today.
RESHIP AND REDUCE MONTHLY BILLING 50%/$39.95
We really don't want to lose a customer, so let me reship the product to you right now, and as a courtesy, I can reduce the monthly price of any future shipments by 50% to just $39.95.
RESHIP AND CLEAN CANCEL
What I can do then is reship the package to you and then cancel your account so there is no further billing. If you try the product and you don't want to keep it, you can call us to either return it for a full refund or you can keep it and we'll give you a discounted price.
RESHIP AND PARTIAL-REFUND 25%/$19.95
Unless you either find the package or go to the postal service and get a claim number and send that back to us, I can't give you a full refund since we shipped the package and according to the postal service our $79.95 product was delivered to the address entered on our site. But what I can do is give you a courtesy credit of 25% for your troubles and reship the package to you so you'll have it.
RESHIP AND PARTIAL-REFUND 50%/39.95
Let me put you on a brief hold to see if there is anything else I can do. Ok, I have been able to refund 50% of your money today, would you like me to process a reship so you will have the product and then we'll process a 50% refund right now and cancel any future shipments or charges.
POSTAL CLAIM FOR FULL REFUND
I'm sorry but a full refund requires that you return either the product, or you make a claim for the product that we sent and that the postal service says was delivered to your address. If you can either find the product, or you can make the claim to the post office and product that to us, then we can issue a full refund. Would you like a fax number to send the claim to, or would you like me to reship the product to you and give you the partial refund right now of $39.95?
PRODUCT SHIPPED, RECEIVED BUT DEFECTIVE
PROVIDE STATUS
PRODUCT REMEDIES TO MAKE IT WORK BETTER
I know you said the product didn't work for you. There are many things you can do to make it more effective, such as making sure you are sleeping in a completely dark room and eliminating exposure to electronics such as cell phones or television two hours before bedtime.
EXTEND BILLING 60 DAYS FOR MORE TIME TO TRY
Sometimes it just takes a few weeks before all the active ingredients start working together to help customers sleep. What I can do for you is extend your next shipment out for 60 days so you can try the product longer. You just call us in the next 30 to 45 days and we'll cancel any future shipments if the product still is not effective.
CLEAN CANCEL
Ok, since you don't want to use our product any longer, then I'll cancel your account and you won't have any more charges or shipments. Would you like me to email your cancelation number or do you want to write it down now?.
COURTESY CREDIT 25%
I'm sorry, but as I said, since we allow customers to try the product before they pay for it, we don't typically give refunds. I was able to give you a 25% refund, but that’s all I can do for you. I'm sorry you're unhappy, but I can't do anything else. I have several customers on hold, so I have to help them. I'll cancel everything for you and if you want the courtesy credit, you can call back in, ok? [LISTEN FOR ANSWER] Ok then, I really must go, thank you for calling customer serivce, have a nice day, goodbye.
EXIT
I'm sorry, but I have provided you with every possible option. If you don't select one, I can't help you and I have several callers waiting on hold, so I am going to have to disconnect the call. So, please let me help you, ok? Ok, well thank you for calling customer service, please call back if you change your mind. Goodbye.
THREATS: BBB, FTC, AG, AG, CHARGEBACK, CALL BANK
CLEAN CANCEL
I'm sorry to hear that you want to (restate the threat). As I mentioned, the terms of the offer were clearly where you entered your credit card and if we are contacted by (threat) we will gladly show them how our offer works. But, as I said, I've cancelled everything so you will not be charged again. [CUSTOMER NOT HAPPY CONTINUE TO NEXT OFFER]
COURTESY CREDIT 25%
Since we allow customers to TRY our product for several days BEFORE they buy, we don't typically give out refunds… [CUSTOMER PERSISTS] Well, the best I can do if offer you a 25% courtesy refund today. That would give you $(amt) that I can apply back to your card right now. Please hold while I apply this credit to your card [CUSTOMER STILL INSISTING]
FULL REFUND UP TO 2 MONTHS RMA
Well, I can tell that you feel very strongly about a refund, but the only way I can do more than the courtesy credit is to have you return the product. If you'll do that, then I'll be able to refund 100% of the purchase price. Let me generate a return authorization number for you to put on the product. [WANT'S REFUND WITHOUT RETURN - TELL THEM IT IS NOT POSSIBLE]
EXIT
I'm sorry, but I have provided you with every possible option. If you don't select one, I can't help you and I have several callers waiting on hold, so I am going to have to disconnect the call. So, please let me help you, ok? Ok, well thank you for calling customer service, please call back if you change your mind. Goodbye.
BANK REP ON LINE (MUST READ)
Since you are a representative of a bank for one of our customers, my company requires that I read this statement to you before we can proceed, ok?
"On the order date an individual using your customer's credit card, placed an order with us on our MX-Male.com website and at that time agreed to our terms and conditions which are that for a $5.96 payment, we would ship a monthly supply of MX-Male for the customer to try for 14 days...and then if the CX did not want to keep the product, that they would call in to cancel within the 14 day period, and if not then we would bill them for the original product at the retail price of $93.96 and continue to ship them our product every 30 days from the original order date."
So now that the terms of the offer are clear, let me say that we typically don't refund customers that don't call to cancel during the 14 day trial period...because we let them try it BEFORE they buy it, but if the customer is not happy, I can certainly cancel everything and guarantee that there will be no further charges or shipments.
"On the order date an individual using your customer's credit card, placed an order with us on our MX-Male.com website and at that time agreed to our terms and conditions which are that for a $5.96 payment, we would ship a monthly supply of MX-Male for the customer to try for 14 days...and then if the CX did not want to keep the product, that they would call in to cancel within the 14 day period, and if not then we would bill them for the original product at the retail price of $93.96 and continue to ship them our product every 30 days from the original order date."
So now that the terms of the offer are clear, let me say that we typically don't refund customers that don't call to cancel during the 14 day trial period...because we let them try it BEFORE they buy it, but if the customer is not happy, I can certainly cancel everything and guarantee that there will be no further charges or shipments.
CLEAN CANCEL
Since we allow customers to TRY our product for several days BEFORE they buy, we don't typically give out refunds… so I've cancelled the account and there will not be any further shipments of our product or charges to the credit card, ok? Is there anything else I can help you with today?
COURTESY CREDIT 25%
Our terms on our website is very clear---so we don't feel there is any grounds for a refund---but if you'd like, I can put you on hold to see if there is a small courtesy credit that I can get for the customer. Do you want me to try this?
FULL REFUND UP TO 2 MONTHS WITH RMA
The only way I can refund 100% is to have the customer return the product. If the customer is willing to return the unused portion of the product, we can issue a refund when the return shipment arrives in our warehouse. Do you want instruction on how to return the product?
[WAREHOUSE DOES NOT REFUND MORE THAN 2 MONTHS UNDER ANY CIRCUMSTANCES]
EXIT
wrap-up the call
PRODUCT SHIPPED AND RECEIVED
PROVIDE STATUS
I see that an order was placed on our website on [Date] requesting that we ship a 30 day supply of MX-Male, with a retail price of $93.96, to review and try free for up to 14 days... We shipped the product on [ship date] and that is why there is a $5.96 charge for shipping. The next charge will be for $ 79.99, around the 18th day from the original order date, because that is when the trial review period ends and payment for the product is due.
REDUCE MONTHLY BILLING 50%/$39.95
We'd love to keep you as a customer instead of cancelling you. What if I was able to give you a 50% discount on all future shipments, would you like to stay with us?
EXTEND BETWEEN SHIPMENTS (UP TO 90 DAYS)
I know that monthly might be too often to receive product as well, I could give you the 50% discount and extend the billing so that you only received it every 60 days, would that make more sense for you? (offer 90 if necessary)
REDUCE MONTHY BILLING 60%/$33.25
We'd really love to you to keep receiving our product every month or so---so what if I was able to discount the product another 10% to just $ would you like to stay on our auto-shipping program?
CLEAN CANCEL
Ok then, I'll cancel your account right now. Please hold. Ok, I've cancelled your account and I've made sure that you won't receive any further shipments or charges. Do you want to write down your cancellation number now, or do you want me to send it via email? Ok, bye!
COURTESY CREDIT 25%
Because we allow customers to TRY our product for 18 days BEFORE they buy, we don't give refunds except in some extreme cases such as when someone's credit card is stolen… [CUSTOMER PERSISTS] We'll I did here one of the CSRs that got a small courtesy credit for someone in a similar situation, but it was ony about 20%---let me see what I can do [IMMEDIATE HOLD] I was able to get a 25% courtesy credit for you---please hold while I apply it to your credit card, ok?
EXIT
I'm sorry, but as I said, since we allow customers to try the product before they pay for it, we don't typically give refunds. I was able to give you a 25% refund, but that’s all I can do for you. I'm sorry you're unhappy, but I can't do anything else. I have several customers on hold, so I have to help them. I'll cancel everything for you and if you want the courtesy credit, you can call back in, ok? [LISTEN FOR ANSWER] Ok then, I really must go, thank you for calling customer serivce, have a nice day, goodbye.
THREATS: BBB, FTC, AG, AG, CHARGEBACK, CALL BANK
CLEAN CANCEL
I'm sorry to hear that you want to (restate the threat). As I mentioned, the terms of the offer were clearly where you entered your credit card and if we are contacted by (threat) we will gladly show them how our offer works. But, as I said, I've cancelled everything so you will not be charged again. [CUSTOMER NOT HAPPY CONTINUE TO NEXT OFFER]
COURTESY CREDIT 25%
Since we allow customers to TRY our product for several days BEFORE they buy, we don't typically give out refunds… [CUSTOMER PERSISTS] Well, the best I can do if offer you a 25% courtesy refund today. That would give you $(amt) that I can apply back to your card right now. Please hold while I apply this credit to your card [CUSTOMER STILL INSISTING]
FULL REFUND UP TO 2 MONTHS RMA
Well, I can tell that you feel very strongly about a refund, but the only way I can do more than the courtesy credit is to have you return the product. If you'll do that, then I'll be able to refund 100% of the purchase price. Let me generate a return authorization number for you to put on the product. [WANT'S REFUND WITHOUT RETURN - TELL THEM IT IS NOT POSSIBLE]
EXIT
I'm sorry, but I have provided you with every possible option. If you don't select one, I can't help you and I have several callers waiting on hold, so I am going to have to disconnect the call. So, please let me help you, ok? Ok, well thank you for calling customer service, please call back if you change your mind. Goodbye.
BANK REP ON LINE (MUST READ)
Since you are a representative of a bank for one of our customers, I have been asked to read this statement to you before we can proceed:
CLEAN CANCEL
Since we allow customers to TRY our product for several days BEFORE they buy, we don't typically give out refunds… so I've cancelled the account and there will not be any further shipments of our product or charges to the credit card.
COURTESY CREDIT 25%
Our terms on our web and mobile sites are very clear---so we don't feel there is any grounds for a refund---but in order to prevent a chargeback, if you'd like I can issue a 25% courtesy credit to the credit card on file. Will this help?
FULL REFUND UP TO 2 MONTHS RMA
The only way I can refund 100% is to have the customer return the product. Do you want an RMA number to go on the outside of the box so you can return the product and receive 100% of your money back?
EXIT
wrap-up the call
GENERAL QUESTIONS
ABOUT OUR CALL CENTER
Notes: We essentially have one primary location in each of three countries. Lima Peru, Manizales Colombia, Nueva Esparta Venezuela.
I work out of the customer service center located in [Manizales, Colombia], or [Nueva Esparta Venezuela] or [Lima Peru]. We have about [number] employees that work out of this center.
I work out of the customer service center located in [Manizales, Colombia], or [Nueva Esparta Venezuela] or [Lima Peru]. We have about [number] employees that work out of this center.
ABOUT THE COMPANY
The company that produces the product has been in business for over 10 years and is based in Delray Beach, Florida. If you need to reach anyone on their management team, you can send an email to: or a fax to: or a letter to:
ABOUT THE PRODUCT
The product is wonderful:
HOW TO ORDER
Either you can order on our website at tryavinolpm.com or I can transfer you to someone that can place an order for you right now…