SOP's
What can I do if a customer is yelling at me for not refunding a Canadian order
Escalate to get a one time exception
The customer says: "I can't take it anymore because I am pregnant"
What should you say?
Recommend another product, not for weight loss. EXAMPLE: "Oh, congratulations! I completely understand, you know we also have other supplements that are not geared towards weight loss and are very nice for when you need a little extra, like in this case, making a tiny human requires lots of energy, so I recommend the Collagen Greens."
Which of the weight loss products do not contain Collagen?
Hello and Goodbye
Hi, I would like to cancel my order.
Oh I am so sorry to hear that.
What format does my internal note have to have?
Cx says: "I am having headaches"
What would you say?
Oh, it is probably due to the caffeine. Some customers are more sensitive than others. Even if you drink coffee, taking it in a capsule can be different. What I would like to do in your case is send out one of our stim-free products, completely free of charge to you...
How do you take Detox?
3 capsules a day, 1 month on, 1 month off
Hi, I would like to return my order.
Oh I am so sorry to hear that
Call them back!
What can I say if customer says we are a scam?
Oh no, definitely not a scam, I can assure you we are a very serious company.
How do you take carb blocker?
4 capsules 1 hr before carb heavy meal
Hi, I would like to cancel my subscription.
Oh, I am so sorry to hear that
What can I do if a customer requests a price match?
We do not price match with Amazon, or Walmart. We can price match with our website, but only for current offers.
What can you say to offer a 25% discount on another item?
While I have you here, have you heard about _____, I can offer a 25% discount right now over the phone only....
Which of our weight loss products contain pork?
Burn Elite and Burn have a pork gelatin capsule
This product is not working out for me.
What changes were you expecting to see?
When you say it's not working out, what do you mean?
What do we do if a client calls and says they have fraudulent charges on their card from our company?
1. Check for an existing subscription under a different email, use shipping address in case of a typo.
2. Look for orders under their billing address, you cannot share account information if they don't confirm 2 details from the order.
3. Advise they reach out to their bank
What can you say if the customer says they cannot take it due to religious reasons?
If the issue is pork, we have several products that still target weight loss, without having pork gelatin
1 or 2 Capsules one hour before exercise.
Not on the same day as Burn Elite, Burn classic or Burn stim free
This product is making me sick!
I am so sorry,..
Oh no,...
and then:
if I may ask, what symptoms are you experiencing?