CS Manual.docx

Table of Contents [**Background on Friday Plans 1**](#background-on-friday-plans) [**General Script 11**](#general-script) [**Customer Questions/Complaints and Your Suggested Responses 13**](#customer-questionscomplaints-and-your-suggested-responses) [**How to Respond to SMS 46**](#how-to-respon...

Table of Contents [**Background on Friday Plans 1**](#background-on-friday-plans) [**General Script 11**](#general-script) [**Customer Questions/Complaints and Your Suggested Responses 13**](#customer-questionscomplaints-and-your-suggested-responses) [**How to Respond to SMS 46**](#how-to-respond-to-sms) [**Email Responses 47**](#email-responses) [**Using Zendesk 93**](#using-zendesk) [**Handling Spanish Tickets 93**](#handling-spanish-tickets) [**Using the CS Agent Portal 94**](#using-the-cs-agent-portal) Background on Friday Plans ========================== The Products - Sildenafil (Generic Viagra) & Tadalafil (Generic Cialis) ----------------------------------------------------------------------- - - - - - - - - - - - - - - - - - - The Platform - FridayPlans.com ------------------------------ - - - #### The customer journey - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - #### Subscription options - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - #### Pricing & billing - - - - - - - - #### Changing Subscriptions - - - - - - - - - - - - - - - - - - - - - #### Shipping & packaging - - - - - - - - - - #### Lowest Price Guarantee - - #### 60 Day Satisfaction Guarantee - - - - #### Charity - - - HIPAA ----- - - - - - - - - - - - - - - - - - - - - - FAQs ---- To further familiarize yourself with the platform, it's a good idea to read through the Frequently-Asked Questions: [[https://members.fridayplans.com/faq]](https://members.fridayplans.com/faq) General Script ============== Introduction ------------ 1. 2. Verify ID --------- 1. Checking -------- 1. Apologizing ----------- 1. 2. 3. 4. 5. Outro ----- 1. Missed Call (call back) ----------------------- 1. 2. Dropped Call (call back) ------------------------ 1. 2. Cx Cannot Locate a Certain Email -------------------------------- 1. 2. 3. Cx Has Not Responded for 48 hours --------------------------------- 1. 2. 3. Cx Asks to Be Connected to a Manager (Escalation) ------------------------------------------------- **To escalate a chat to Floor Support:** 1. 2. 3. 4. **Note for floor support agents:** the chat will automatically be added to your chat queue and marked as high priority. **To escalate a call to Floor Support:** **(Before transferring a call ticket)** 1. 2. **To transfer a call:** 1. 2. 3. 4. 5. 6. 7. 8. **To escalate an email ticket to Floor Support:** 1. 2. 3. The ticket will be added to the queue of all of the floor support agents and marked as high priority. Customer Questions/Complaints and Your Suggested Responses ========================================================== First order questions --------------------- #### Wants to order but doesn't know how *"How do I place an order? I went to the website but I don't see how to add the Generic Viagra to my cart."* 1. 2. 3. 4. 5. 6. 7. 8. #### Accepted Payment Methods *"What kind of credit cards do you take? What about Apple Pay?"* 1. a. 2. b. c. 3. d. #### Does not want to provide payment info *"Why do I need to provide payment info right now?"* 1. a. 2. b. 3. c. d. e. 4. f. Questionnaire issues -------------------- #### #### Does not want to provide personal info/Does not want to provide ID & selfie *"Why do you need my email address/phone number/address/personal information/ID and/or selfie? I don't feel comfortable giving out that information."* 1. a. 2. b. i. c. ii. d. iii. iv. e. v. vi. 3. f. g. h. i. Changed Mind/Don\'t Want ------------------------ #### Asking for refund and/or authorization has not been captured yet *"I changed my mind, I don't want Friday Plans. Please cancel my order and refund me."* 1. 2. a. 3. b. i. 4. c. d. ii. #### Package already en route and he's not asking for a refund e. f. g. Shipping Issues --------------- #### Did not receive *"I did not receive my package"* ##### (If status is "Delivered") a. b. c. ##### (If status is "Delivery Exception") 1. 2. 3. 4. 5. 6. ##### Prior Reshipments Protocol 1. 2. 3. 4. #### Early Refill Not Available 1. 2. 3. 4. #### Delivered to Old Address *"My package was shipped to my old address by mistake"* 1. a. b. #### Yet to ship post approval \