Corporate Name- Twelve:2 Renew, INC

Inbound Customer Service

Campaign- Twelve:2 Renew, Twelve:2 Eye Complex
Toll-Free US: (888)-61-TWELVE-2

Website: https://www.twelve2.co/

Email:

Hours of Operation: 9am-9pm Mon-Sun

Last Update 10/12/2016

Client Initials ______

Customer Care Manual

Twelve:2

Customer Care Manual

This Manual represents the user guide to providing our customers the best in customer care. It is our goal to give the customers the support that results in high buyer satisfaction and allows us to show that our company is consumer-centric in all aspects of interaction with our customers. The following is the outline of the information that is provided in this manual. It will be specific for each of our services.

CRM Information:

This client utilizes Limelight for all of its customers. Unique agent logins will be provided prior to launch with the campaign. As an account specialist you will be responsible for this information and managing your logins. This information is not to be shared with any other individual and must be kept confidential.

Actions that are approved within this CRM:

· Updating customer billing/shipping information

· Updating customer payment information

· Altering future payment amounts, cycles and future shipment dates

· Voiding qualifying charges

· Cancel and Refund shipments

· Apply discounts to future orders

· Adding notes of actions to each customers record

· Applying searches to active accounts

Disposition Definitions:

Below please find a list of the approved dispositions for this campaign along with the corresponding definition. After each call, you are required to select the best-fit disposition for this phone call.

Disposition / Disposition Definition
New Order / Customer contact customer service to place a new order (first-time order), all revenue is tracked within reporting.
Reorder Customer / Customer contact customer service to place a new order (reorder customer), all revenue is tracked within reporting.
PRE CX No Reason / Customer called within trial to cancel, would not provide reason.
PRE CX No Results / Customer called within trial to cancel, did not get the expected results with the product.
PRE CX Too Expensive / Customer called within trial to cancel, stated that the product was too expensive.
PRE CX Too much product / Customer called within trial to cancel, stated that they had too much product.
PRE CX Didn't agree/Doesn't like continuity / Customer called within trial to cancel, claims that they did not agree to continuity or doesn't like the program.
PRE CX Dr advised not to take / Customer called within trial to cancel, stated that their doctor advised them that they cannot take/use the product.
POST CX No Reason / Customer called post trial to cancel, would not provide reason.
POST CX Too Expensive / Customer called post trial to cancel, did not get the expected results with the product.
POST CX No Results / Customer called post trial to cancel, stated that the product was too expensive.
POST CX Too much product / Customer called post trial to cancel, stated that they had too much product.
POST CX Didn't agree/Doesn't like continuity / Customer called post trial to cancel, claims that they did not agree to continuity or doesn't like the program.
POST CX DR advised not to take / Customer called post trial to cancel, stated that their doctor advised them that they cannot take/use the product.
Pre-Trial Save Trial Extension / Customer called in to cancel during trial, saved with a trial extension.
Pre-Trial Save 25% Discount / Customer called in to cancel during trial, saved with a 25% discount on the product.
Pre-Trial Save 50% Discount / Customer called in to cancel during trial, saved with a 50% discount going forward.
Pre-Trial Save 48.71$ Forcebill to Keep & Cancel / Customer called in to cancel during trial, saved with a 48.71$ refund to keep and cancel.
Post Trial Save 25% Discount / Customer called in post trial to cancel, saved with a 25% discount going forward.
Post-Trial Save 50% Discount / Customer called in to cancel after trial, saved with a 50% discount going forward.
Post Trial Save 48.71$ Refund / Customer called in post trial to cancel, 48.71$ refund.
Save Move next ship date / Customer called in to cancel, saved with extending the next ship date on the product.
Product Question / Customer called in with questions on how to use and/or questions on the product.
Shipping Question / Customer called in with questions in regards to shipping (i.e. tracking requests)
Refund Inquiry / Customer called in with questions in regards to refund (i.e. refund status)
Update/Change Address / Customer called in to update address on file.
Escalation / Account was not handled at agent level, management had to assist with resolution.
Test Call / Non-customer call, test call made.
Wrong Number / Non-customer call, wrong number.

Campaign Basics

All products under this campaign can be cross-referenced. If the customer calls, emails or initiates a chat with customer support, it is required to make sure they are fully resolved with all products before ending the call.

The following products and up-sells are available for customers to purchase:

Renew anti-aging cream

· Lift & tighten skin instantly

· Reduce fine lines & wrinkles

· Diminish dark circles

· Hydrates, tones & tightens skin

· Increase collagen production

Directions:

· Thoroughly wash your face.

· Apply Renew anti-aging cream to face as needed in desired location.

· Watch amazing process as your skin be becomes incredibly moisturized and fine lines disappear.

Ingredients:

Eye Complex Eye wrinkle Cream

· Dramatically reduce the tired look of aging skin

· Renews delicate skin around the eyes

· Moisturizes and increases hydration

· Promotes firmer younger skin

Directions:

Apply once in the morning and once at night under the eyes.

Ingredients:

Main Policies and Procedures

OFFER DETAILS

**We advertise a 14 day trial *

Renew anti-aging cream

· Day (1): $5.99, shipped a one month supply (typically receive within 3-4 days)

· Day (15): $129.95, no new product shipped, customer billed for shipment on day (1)

· Day (45): $127.90 charged (S&H included), new product shipped on a 30 day cycle

Eye Complex Eye wrinkle Cream

· Day (1): $5.99, shipped a one month supply (typically receive within 3-4 days)

· Day (15): $129.95, no new product shipped, customer billed for shipment on day (1)

· Day (45): $127.90 billed (S&H included), new product shipped on a 30 day cycle

Please note that shipping charges may differ depending on when and where the customer signed up. At the end of the day it’s a shipping charge and should be handled the same way.

Terms & Conditions/ Return & Refund Policy

PURCHASE:

· Customers purchase a 30 day supply, which they can try free for 14 days

· After their 14 days are over, they are billed for the bottle received on day 1

· 30 days after their first billing, they are billed again and shipped a fresh bottle

CANCELLATION:

· Within trial customers can cancel at any time

· They do not have to return the bottle, but should be encouraged to do so

· After trial customers have 30 days after they are billed to request an RMA number for a full refund

· The bottle can be half used or empty

· The RMA expires after 60 days

RMA Return Policy

If you decide to cancel at any time during the monthly auto-ship program and are requesting a refund, you will be required to return the unused portion of the product supplied to us at your expense via an RMA number issued by customer service. For returns via mail, you must carefully package the product, you are responsible for the cost of return shipping, and we must physically receive the return within the 30 day period. Company reserves the right, at its sole discretion, to reject any return that does not comply with these requirements. Once your return has been received, a credit to your card or refund check will be issued and an e-mail confirmation will be sent within 30 days.

REFUNDS:

· We refund all cases of fraud and unauthorized transactions included shipping and handling charges. Additional refunds are issued at the discretion of the company.

· Customers are restricted to receiving a single refund per product ordered. Repetitive refunds are not permitted unless the product, as delivered to you, is defective. We reserve the right to refuse a refund to any customer who repeatedly requests refunds or who, in our judgment, requests refunds in bad faith.

· In order to process your refund, you must supply us with your name and delivery address. If you provide us with insufficient or incorrect information your refund will be delayed.

· Once a refund has been approved please allow for up to 30 days for the refund to be applied.

· Depending on the bank that issues the credit card, your refund can take up to thirty (30) days to appear on your credit card statement. If you have any questions about whether a refund has been issued by us, please call Our Customer Service Department.

· Shipping and handling costs are not refundable.

Return Address:

RMA#______

Fulfillment Center

Attn: Twelve:2 Renew Cream Returns

P.O. Box 35368

St. Petersburg, FL 33705

Product Information

Twelve:2 Renew Anti-Aging Complex

Many natural products use synthetic fragrances, which may lead to harmful health problems including endocrine disruption health issues, according toThe Breast Cancer Fund. Twelve:2 does not use synthetic fragrances. Twelve:2 meets one of the most rigorous Product Organic Farming standards in the world, including those of COPA & USDA. In addition, many of our clinically validated products are manufactured using solar power, we use sustainable and/or recycled paper, soy ink and we source ingredients from the West Coast when available and all boxes are made in the USA. At Twelve:2, we go beyond “natural”, “transparent” and “conventional” … all the way to certified organic ingredients.

Ingredients:

Directions:

· Thoroughly wash your face.

· Apply Renew anti-aging cream to face as needed in desired location.

· Watch amazing process as your skin be becomes incredibly moisturized and fine lines disappear.

Product Warning:

Keep out of reach of children. Do not use if safety seal is damaged or missing. Store at room temperature. These statements have not been evaluated by the Food and Drug administration. This product is not intended to diagnose, treat, cure or prevent any disease. Duration of Use: Consult a health care practitioner for use beyond 3 months.

Twelve:2 Eye Complex

Ingredients:

Directions:

Apply once in the morning and once at night under the eyes.

Product Warning:

SAVE-THE-SALE

Pre Trial:

REMINDERS:

· Re-pitch Benefits, Suggest continued use

· 14-Day Trial Extension

· 25% DISCOUNT

· 50% DISCOUNT

· LAST DITCH OFFER 48.71$

**Trial extensions shall only be offered to customers who either received the product late or haven’t used the product(s) yet***

Customer must contact customer service to terminate your trial enrollment within 14 Days of the date that you enroll in the program, you will not receive any additional product and you will not be charged anything else.

Trial begins the date that you submit your order for the trial product.

All orders are shipped within one business day.

Post Trial:

· Re-pitch Benefits, Suggest continued use

· Offer frequency change/customize continuity

· 25% DISCOUNT

· 50% DISCOUNT

· LAST DITCH OFFER 48.71$

** A frequency change/customized continuity cycle should only be offered to customers that received the product late, has too much product on hand, or didn’t get a chance to try the product(s) yet****

Verification Process:

This campaign does not require you to verify all information prior to speaking with a customer. Only the following should be reviewed:

1. Zip Code

2. First & Last Name

3. Shipping Address

4. Email Address

If you cannot locate the account with the above information, please ask the customer for the first 6 and last 4 digits of the credit card they used for the purchase. If this does not locate an account, advise them to check their files/records and call us back at a later date.

Irate & Escalated Customers

Ø Saves are important, but so is keeping the customer happy!

Terms to Use: “I’m here to help you”, “We uphold a 30-day money back guarantee”, “Cancellation will not be a problem”.

Rebuttal: Ma’am/Sir, I do understand you are upset but I have seen instances like this before. The bank will initially give you your money back when you file a dispute. After that they investigate the charge you are disputing and ask us for our Terms and Conditions and a screen shot of where you had agreed to them, once we have provided this information they will remove the funds from your account without warning. Once you file that Chargeback, we can no longer assist you with a refund. I really want to help you and see you get the most money back as possible. Let’s go ahead and refund 50% of what you were billed to avoid that, ok?”

If Declined: