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Tiberius Script; Tiberius Script
Topic Started: Dec 20 2016, 02:24 PM (1,628 Views)
jbb717
Administrator
Product Sites


Virtue Luxury Items CS site
https://fashionsupportexchange.com/
S/H: $5.99
Continuity: $98.00
Phone: 8446279942
Email: support@fashionsupportexchange.com

Return Address
Allegro Luxury
118 Park Ave. Bldg 4, Ste C #600,
Seaford, DE 19973


IN TRIAL
CALL FLOW:

Agent: Thank you for calling Customer Service. My name is (AGENT NAME). May I have your order ID, so I can quickly access your account? (IF NO ORDER ID, ASK FOR THE LAST NAME ON THE ACCOUNT) *You can also search by phone number, email address and zip code and wild card (Example Last Name: sm*)
Customer: Provides info.
Agent: Thank you one moment please.
*** DO NOT PLACE CUSTOMER ON HOLD ***

Agent: Okay, can you verify the full name on the account? (Confirm name matches)
Agent: Great, I have your account up, how can I help you today?

Customer: I want to cancel

Agent: No problem. I can take care of that for you. May I ask the reason why you want to cancel, didn’t you like the item you received?

Customer Says Yes: Proceed to Cost/Price Rebuttals


DIDN’T LIKE ITEM

Customer Says No:

SAVE ATTEMPT 1: I’m sorry to hear that (Customer Name), but let’s do this. Since you’re already enrolled in the program I’m going to switch out that watch and send you our top selling, most popular watch, which retails for $300 absolutely free. In fact, you don’t even have to send back the watch you already received. One moment while I go ahead and make those changes.

Customer Says No:

SAVE ATTEMPT 2: (Step 2 Product Jewelry) I understand (Customer Name),), but here’s what I’m going to do for you today. Go ahead and keep that watch as a gift from us and we will go ahead and send you our most popular pair of sunglasses from our Hollywood celebrity selection. These glasses are trendy and sporty and guaranteed to spice up any fashion style. One moment while I go ahead and make those changes.

Customer Says Yes: Change next recurring product to PID:

MensSunglasses PID: 333
Womans Sunglasses PID: 337

(Step 2 Product Sunglasses) I understand (Customer Name),), but here’s what I’m going to do for you today. Go ahead and keep that watch as a gift from us and we will go ahead and send you our most luxurious piece of jewelry from our Hollywood celebrity selection. This elegant piece isguaranteed to spice up any fashion style. One moment while I go ahead and make those changes.

Customer Says Yes: Change next recurring product to PID:

Mens Jewelry PID: 325
Womans Jewelry PID: 325

Customer Says No:

SAVE ATTEMPT 3: I’ll tell you what (Customer Name), I’ll go ahead and drop the price down for you to just $69.58 (29% Rebill Discount) and allow you to choose the item you want. So, which item will it be (Customer Name)?

Customer Says No: Cancel



COST/PRICE

SAVE ATTEMPT 1: I understand and even though your membership ensures a 400% discount off the retail price, I’ll go ahead and drop the price further to just $88.20 (10% Rebill Discount), so you can continue to enjoy these quality items at amazing prices. One moment while I go ahead and make those changes.

Customer Says No:

SAVE ATTEMPT 2: I understand (Customer Name). I’ll make you an offer you can’t refuse. I’ll lock you in at the amazingly low price of just $78.40 (20% Rebill Discount)out the door. And I know you see the value in that. One moment while I go ahead and make those changes.

Customer Says No:

SAVE ATTEMPT 3: I understand (Customer Name), as a courtesy I’ll go ahead and upgrade your membership to a VIP status at no additional charge. This allow you access to total VIP pricing to all our items for the lifetime of the membership. This brings your price down to just $69.58 (29% Rebill Discount). I’m sure you can appreciate that. One moment while I go ahead and make those changes.

Customer Says No: Cancel Account



AUTOSHIP

SAVE ATTEMPT 1: I understand (Customer Name), but due to the overwhelming demand for the product at these rock bottom prices, this is the only way to ensure available inventory for our VIP customers. But, here’s what I can do for you. Even though your membership ensures a 400% discount off the retail price, I’ll go ahead and drop the price further to just $88.20 (10% Rebill Discount), so you can continue to enjoy these quality items at amazing prices. One moment while I go ahead and make those changes.

Customer Says No:

SAVE ATTEMPT 2: I understand (Customer Name). I’ll make you an offer you can’t refuse. I’ll lock you in at the amazingly low price of just $78.40 (20% Rebill Discount) out the door. And I know you see the value in that. One moment while I go ahead and make those changes.

Customer Says No:

SAVE ATTEMPT 3: I understand (Customer Name), as a courtesy I’ll go ahead and upgrade your membership to a VIP status at no additional charge. This allow you access to total VIP pricing to all our items for the lifetime of the membership. This brings your price down to just $69.58 (29% Rebill Discount). I’m sure you can appreciate that. One moment while I go ahead and make those changes.

Customer Says No: Cancel Account




PRODUCT NOT RECEIVED

Agent: I’m sorry to hear that (Customer Name) but I can take care of that for you today. Can you please confirm your shipping address?(DO NOT READ THE ADDRESS TO THE CUSTOMER. MAKE THE CUSTOMER READ IT TO YOU) (Wait for response) IF Address Is Correct: Track the package using http://www.usps.com
Provide information per tracking. If package shows delivered advise customer, provide tracking number and politely inform them to contact their post office because they are probably holding the package for them. If customer does not want to call the post office then ….

SAVE ATTEMPT 1:
No problem (Customer Name), as a courtesy we will be more than happy to reship the product out to you free of charge and we will extend your next billing 14 more days. One moment while I go ahead and make those changes.

Agent: (Customer Name), I think we're all set. Is there anything else I can help you with, today? (Wait for answer). Thank you for calling customer service. Have a great day.

Customer Says NO

SAVE ATTEMPT 2: I understand (Customer Name), and along with the reshipment and 14 day extension I’ll go ahead and drop the price further to just $88.20 (10% Rebill Discount), so you will be able to receive these quality items at amazing prices. One moment while I go ahead and make those changes.

Customer Says No:

SAVE ATTEMPT 3: I understand (Customer Name). I’ll make you an offer you can’t refuse. I’ll lock you in at the amazingly low price of just $78.40 (20% Rebill Discount) out the door. And I know you see the value in that. One moment while I go ahead and make those changes.

Customer Says No:



SAVE ATTEMPT 2: (Step 2 Product Jewelry) our most popular pair of sunglasses from our Hollywood celebrity selection. These glasses are trendy and sporty and guaranteed to spice up any fashion style. One moment while I go ahead and make those changes.

(Step 2 Product Sunglasses) our most luxurious piece of jewelry from our Hollywood celebrity selection. This elegant piece is guaranteed to spice up any fashion style. One moment while I go ahead and make those changes.

Customer Says No: Cancel Account


Ordered Wrong Product/Got Wrong Product

Customer Says No:

Agent: I’m sorry to hear that (Customer Name) and I apologize for that, however that’s an easy fix. I’ll go ahead and ship you the correct product that you requested. Give me one second and let me go ahead and make the changes here on the order. (Pause for a few seconds). Okay, (Customer Name) you’re all set. You will receive the correct item you requested within 2-3 business days. Again, I do apologize for any inconvenience. Is there anything else I can help you with? (Wait for response). Thanks for calling customer support. Have a great day!

Customer Says Yes: Update the google doc on the special request log tab and change the next recurring product to:

Mens Jewelry PID: 325
Womans Jewelry PID: 325
Mens Sunglasses PID: 333
Womans Sunglasses PID: 337
Mens Watch PID: 317
Woman’s Watch PID: 321


DIDN’T ORDER STEP 2 PRODUCT

Agent: I understand (Customer Name) and I apologize for that. Let me look into that for you. (Pause for several seconds). (Customer Name), I see on your order that they’re sending you our top of the line most popular (sunglasses or jewelry) from our VIP Hollywood Celebrity Selection. Most customers who order the watch also include the (sunglasses or jewelry) because of its undeniable style and value. Just be sure to give us a call back to let us know how well they work together for you and believe me you’re going to love it. One moment while I go ahead and make those changes.

Customer Says Yes: Thanks for calling customer support. Have a great day!

Customer Says No:

SAVE ATTEMPT 2: (Step 2 Product Jewelry) I understand (Customer Name),), but here’s what I’m going to do for you today. Go ahead and keep the Jewlery as a gift from us and we will go ahead and send you our most popular pair of sunglasses from our Hollywood celebrity selection. These glasses are trendy and sporty and guaranteed to spice up any fashion style. One moment while I go ahead and make those changes.

Mens Sunglasses PID: 333
Womans Sunglasses PID: 337

(Step 2 Product Sunglasses) I understand (Customer Name),), but here’s what I’m going to do for you today. Go ahead and keep the sunglasses as a gift from us and we will go ahead and send you our most luxurious piece of jewelry also from our Hollywood celebrity selection. This elegant piece is guaranteed to spice up any fashion style. One moment while I go ahead and make those changes.

Mens Jewelry PID: 325
Womans Jewelry PID: 325

Customer SAYS Yes: Thanks for calling customer support. Have a great day!
Customer Says No: Cancel second product ONLY

Customer Says No Just cancel everything now: Agent: (Customer Name), don’t worry, I’m cancelling the (second product) right now for you and we’re only going to send you what you originally requested which was the (product one). One moment while I go ahead and make those changes.


SAME DAY CANCEL I THOUGHT IT WAS FREE

Agent: I apologize for any confusion, but (Customer Name), it is free. You simply pay the shipping and handling to get it to your door. You have 14 days to wear the product and decide for yourself if this is the right product for you. During that time there are NO charges. Imagine if a jewelry store would allow you to take home a product risk free for 14 days. The value of this offer is that we allow you to do just that. So, wait until you receive your (product), wear it, show it off and get feedback from family and friends before you make any decisions. And if you still feel it’s not for you, you have the freedom to send it back. One moment while I go ahead and make those changes.

Customer SAYS Yes: Thanks for calling customer support. Have a great day!

Customer Says No: GO TO COST REBUTTALS

STEP 2 DISCOUNTED PRICING CHART:
10% - they will pay $80.99
20% - they will pay $71.99
29% - they will pay $63.89



1.OUT OF TRIAL
CALL FLOW:

Agent: Thank you for calling Customer Service. My name is (AGENT NAME). May I have your order ID, so I can quickly access your account? (IF NO ORDER ID, ASK FOR THE LAST NAME ON THE ACCOUNT) *You can also search by phone number, email address and zip code and wild card (Example Last Name: sm*)
Customer: Provides info.
Agent: Thank you one moment please.

*** DO NOT PLACE CUSTOMER ON HOLD ***

Agent: Okay, can you verify the full name on the account? (Confirm name matches)
Agent: Great, I have your account up, how can I help you today?

Customer: I want to cancel

Agent: No problem. I can take care of that for you. May I ask the reason why you want to cancel?

SUPPOSED TO BE FREE

Agent: I understand (Customer Name) and I apologize for any confusion. We’re a third party call center taking calls for multiple vendors, so we didn’t actually charge you, but we can certainly help you. Now, I see here that you signed up to receive a free (product) for 14 days and If not cancelled within 14 days you’re billed monthly based on the terms and conditions agreed upon, until the account is cancelled. But, before we go any further, did you like the item you received?


Customer Says Yes: Proceed to Cost/Price Rebuttals

Customer Says No: Proceed to Didn’t like Rebuttals

(Customer Still Insisting it's Free)


I understand, (Customer Name). To be honest with you, I order a lot of products online myself. Most of the time, I'm so excited to place the order or simply in a rush and just don't have the time to bother reading all the terms and conditions. Trust me, I completely understand. But (Customer Name), I can assure you that the order can't be processed to completion without the customer clicking to agree to the terms and conditions of the trial offer.

If Customer Didn’t Like The Item

Now, I understand that you didn't like the product you received, so lets work together to customize a FREE order that matches the item you liked that prompted you to place your original order! What did you like about the first product you saw ... can you describe it to me?


If Customer Did Like The Item


Now, (Customer Name), as you said, you did like the item you received and we want all of our customers to be satisfied, so let’s do this. (GO TO COST REBUTTAL)


DIDN’T LIKE ITEM

Customer Says No:

]SAVE ATTEMPT 1: I’m sorry to hear that (Customer Name), but let’s do this. Since you’re already enrolled in the program I’m going to switch out that watch and send you our top selling, most popular watch, which retails for $300 absolutely free. In fact, you don’t even have to send back the watch you already received. It’s yours to keep. One moment while I go ahead and make those changes.

Customer Says No:

SAVE ATTEMPT 2: (Step 2 Product Jewelry) I understand (Customer Name),), but here’s what I’m going to do for you today. Go ahead and keep that watch as a gift from us and we will go ahead and send you our most popular pair of sunglasses from our Hollywood celebrity selection. These glasses are trendy and sporty and guaranteed to spice up any fashion style. One moment while I go ahead and make those changes.

Mens Sunglasses PID: 365

Womans Sunglasses PID: 366


(Step 2 Product Sunglasses) I understand (Customer Name),), but here’s what I’m going to do for you today. Go ahead and keep that watch as a gift from us and we will go ahead and send you our most luxurious piece of jewelry from our Hollywood celebrity selection. This elegant piece is guaranteed to spice up any fashion style. One moment while I go ahead and make those changes.

Mens Jewelry PID: 325

Womans Jewelry PID: 363


Customer Says No:

SAVE ATTEMPT 3: I’ll tell you what (Customer Name), I’ll go ahead and drop the price down for you to just $59 (39% Rebill Discount) and allow you to choose the item you want. So, which item will it be (Customer Name)?
Customer Says No:

SAVE ATTEMPT 4: Okay, (Customer Name) I’ll make you an offer you just can’t refuse. (Customer Name), I’m going to allow you to customize your own package of two products at the amazing low price of just $40.18 for (Product 1) (59% Rebill Discount)and $39.59 (Product 2) (56% Rebill Discount). Along with that I’m also sending you via email our Bonus Rewards gift with your choice of travel, dining and shopping all for free. That’s two great products for less than the price of one.So, which two items will it be today (Customer Name)?

Customer Says No: CANCEL ACCOUNT



DON’T RECOGNIZE CHARGE/DIDN’T ORDER THIS

Agent:I understand (Customer Name), but we’re a third party call center taking calls for multiple vendors, so we didn’t actually charge you, but we can certainly help you. I see you ordered (product) and initially paid the shipping charge for a 14 day trial period and If not cancelled within 14 days you’re billed monthly based on the terms and conditions you agreed upon, until the account is cancelled. But, before we go any further, did you like the item you received?

Customer Says Yes: Proceed to Cost/Price Rebuttals

Customer Says No: Proceed to Didn’t like Rebuttals



COST/PRICE

SAVE ATTEMPT 1: I understand (Customer Name). To make it worth your while I'll go ahead and process an instant 35% refund to your account. Now, even though your membership ensures a 400% discount off the retail price, I’ll also go ahead and drop your price to just $79.38 (19% Rebill Discount), for any future shipments, so you can continue to enjoy these quality items at amazing prices. One moment while I go ahead and make those changes.

Customer Says No:

SAVE ATTEMPT 2: I understand (Customer Name), along with that 35% instant refund. as a courtesy I’ll go ahead and upgrade your membership to a VIP status at no additional charge. This will allow you access to total VIP pricing to all our items for the lifetime of the membership. This brings your price down to just $49.98 (49% Rebill Discount). I’m sure you can appreciate that. One moment while I go ahead and make those changes.

Customer Says No:

]SAVE ATTEMPT 3: Okay, (Customer Name) let's do this. Along with that 35% instant refund, I’m going to allow you to customize your own package of two products at the amazing low price of just $40.18 . Along with that I’m also sending you via email our Bonus Rewards gift with your choice of travel, dining and shopping all for free. That’s two great products for less than the price of one. And remember (Customer Name) you can opt out at anytime because you're always in complete control. In fact, you can call us monthly to customize your products if you wish. So, which two items will it be today (Customer Name)?

(Product 1 59% Rebill Discount) (Product 2 56% Rebill Discount)

Customer Says No: Cancel Account



AUTOSHIP

SAVE ATTEMPT 1: I understand (Customer Name), but due to the overwhelming demand for the product at these rock bottom prices, this is the only way to ensure available inventory for our VIP customers. But, here’s what I can do for you. To make it worth your while I'll go ahead and process an instant 35% refund to your account. Now, even though your membership ensures a 400% discount off the retail price, I’ll also go ahead and drop your price to just $79.38 (19% Rebill Discount), for any future shipments, so you can continue to enjoy these quality items at amazing prices. One moment while I go ahead and make those changes.

Customer Says No:

SAVE ATTEMPT 2: I understand (Customer Name), along with that 35% instant refund. as a courtesy I’ll go ahead and upgrade your membership to a VIP status at no additional charge. This will allow you access to total VIP pricing to all our items for the lifetime of the membership. This brings your price down to just $49.98 (49% Rebill Discount). I’m sure you can appreciate that. One moment while I go ahead and make those changes.

Customer Says No:

SAVE ATTEMPT 3: Okay, (Customer Name) let's do this. Along with that 35% instant refund, I’m going to allow you to customize your own package of two products at the amazing low price of just $40.18 . Along with that I’m also sending you via email our Bonus Rewards gift with your choice of travel, dining and shopping all for free. That’s two great products for less than the price of one. And remember (Customer Name) you can opt out at anytime because you're always in complete control. In fact, you can call us monthly to customize your products if you wish. So, which two items will it be today (Customer Name)?

(Product 1 59% Rebill Discount) (Product 2 56% Rebill Discount)

PRODUCT NOT RECEIVED

Agent: I’m sorry to hear that (Customer Name) but I can take care of that for you today. Can you please confirm your shipping address?(DO NOT READ THE ADDRESS TO THE CUSTOMER. MAKE THE CUSTOMER READ IT TO YOU) (Wait for response) IF Address Is Correct: Track the package using http://www.usps.com
Provide information per tracking. If package shows delivered advise customer, provide tracking number and politely inform them to contact their post office because they are probably holding the package for them. If customer does not want to call the post office then ….

SAVE ATTEMPT 1:
No problem (Customer Name), as a courtesy we will be more than happy to reship the product out to you free of charge and we will extend your next billing 14 more days. One moment while I go ahead and make those changes.

Agent: (Customer Name), I think we're all set. Is there anything else I can help you with, today? (Wait for answer). Thank you for calling customer service. Have a great day.

Customer Says NO

SAVE ATTEMPT 2: I understand (Customer Name), and along with the reshipment and 14 day extension I’ll go ahead and drop the price further to just $79.38 (19% Rebill Discount),, so you will be able to receive these quality items at amazing prices. One moment while I go ahead and make those changes.

Customer Says No:

SAVE ATTEMPT 3: I understand (Customer Name). I’ll make you an offer you can’t refuse. I’ll lock you in at the amazingly low price of just $69.58 (29% Rebill Discount)out the door. And I know you see the value in that. One moment while I go ahead and make those changes.

Customer Says No:

SAVE ATTEMPT 4: I understand (Customer Name), along with the 14 day extension, free reshipment I’ll also go ahead and send you absolutely free

SAVE ATTEMPT 2: (Step 2 Product Jewelry) our most popular pair of sunglasses from our Hollywood celebrity selection. These glasses are trendy and sporty and guaranteed to spice up any fashion style. One moment while I go ahead and make those changes.

Mens Sunglasses PID: 365
Womans Sunglasses PID: 366

(Step 2 Product Sunglasses) our most luxurious piece of jewelry from our Hollywood celebrity selection. This elegant piece is guaranteed to spice up any fashion style. One moment while I go ahead and make those changes.

Mens Jewelry PID: 325
Womans Jewelry PID: 363
Customer Says No: Cancel Account


STEP 2 DISCOUNTED PRICING CHART:
12%- $79.17
25%- $67.49
45%- $49.49
56%-$39.59

STEP 2 DISCOUNTED PRICING CHART:
12%- $79.17
25%- $67.49
45%- $49.49
56%-$39.59


THREAT (/BBB/POLICE/BANK REP)
Agent: (CUSTOMER NAME), I understand. I would be more than happy to review the terms and conditions with you on the website, however, let’s do this. To settle the account I will process an instant refund of 50% right now. This way you don’t have to go through the hassle of returning the product, paying the postage, the restocking fee and waiting for the refund. Also, I will email you our bonus gift reward absolutely free.
Please grab a pen and paper and take down this cancelation ID and transaction ID. Please note the refund will reflect in your account within 2-3 business days.
Customer Agrees: Process 50% for each charge, cancel account, save & notate. Place new order for rewards bonus gift
Customer Says No: Full Refund

THREAT (/BANK/DISPUTE//CREDIT CARD COMPANY/MEDIA/LAWYER/SCAM,CONSUMER AFFAIRS)
Negotiate multiple charges one at a time
If customer claims fraud and states never ordered trial you must process a full refund
Agent: (CUSTOMER NAME), I’m sorry you feel that way but there is no need for that. (CUSTOMER NAME), let’s do this. To settle the account I will process an instant refund of 35% right now. This way you don’t have to go through the hassle of returning the product, paying the postage and the restocking fee and waiting for the refund. Also, as additional compensation, I will be emailing you our bonus rewards gift absolutely free.
Please grab a pen and paper and take down this cancelation ID and transaction ID. Please note the refund will reflect in your account within 2-3 business days.
Customer Agrees: Process 35% refund for both charges, cancel account, save and notate. Place new order for bonus rewards gift
Customer Says No:
Agent: (CUSTOMER NAME), I understand. I would be more than happy to review the terms and conditions with you on the website, however, let’s do this. To settle the account I will process an instant refund of 50% right now. This way you don’t have to go through the hassle of returning the product, paying the postage, the restocking fee and waiting for the refund. Also, I will email you our bonus gift reward absolutely free.
Please grab a pen and paper and take down this cancelation ID and transaction ID. Please note the refund will reflect in your account within 2-3 business days.
Customer Agrees: Process 50% refund for both charges cancel account, save & notate. Place new order for rewards bonus gift
Customer Says No:
Agent: I completely understand (Customer Name), I really do, but the terms and conditions are a legally binding contract that cannot be changed or altered after the order has been placed. Again, for you I’m going to meet you in the middle and refund the 50% back to your account immediately. Please allow 2-3 business days for the refund to reflect back to your original method of payment. Your account here has been cancelled. Okay, (Customer Name)?
Customer Agrees: Process 50% refund for both charges, cancel account, save & notate. Place new order for rewards bonus gift
Customer Says No:
Customer Says No: Process a full refund

RETURN/REFUND
1) Ok, (Customer Name) let me look into that for you…(Pause for a few seconds)…(Customer Name), unfortunately, it looks as though you are outside the refund policy per the terms and conditions. However, rest assured the account has been cancelled going forward and you will receive no future shipments or charges. Ok, (Customer Name)?
Offer Reward Voucher In Place of a Refund
2) I understand (Customer Name). Let me see what I can do for you. One moment… (Pause for a few seconds)… (Customer Name,) I reviewed the terms and unfortunately as stated after the 14 day trial period, all sales are final and no returns will be accepted for a refund. All monthly recurring shipments must be cancelled prior to the next billing date. But, don’t worry, the account has been cancelled going forward and you will receive no future shipments or charges. Ok, (Customer Name)?
Offer Reward Voucher In Place of a Refund
3) (Customer Name), I understand. I really do. We want all of our customers to be satisfied, especially when it comes to reaching their goals. I can’t do anything about the previous charges, but I can make sure that you won’t be charged again in the future. Your account has been completely cancelled. Please take down the following cancellation number for your records.

Offer Reward Voucher In Place of a Refund

***** NO THREAT = NO REFUND!!!!
Offer the bonus rewards gift
Stick to the terms and conditions
If you do have to process an RMA the refund is done on the call
Edited by jbb717, Feb 24 2017, 04:20 PM.
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