BDP Call Center

[CRM Standard Notes]

CRM NOTES

Post-Bill

CX called regarding their shipment status. Explained how to use product with tips.

1 Week challenge accepted. Explained how to use product with tips and call back by [MM/YY].

VIP status at %[XX] for future orders agreed to stay on auto ship program.

CX called regarding their shipment status. VIP status at %[XX] for future orders agreed to stay on auto
ship program.

VIP status at %[XX] for future orders agreed to stay on auto ship program. Delayed billing to [MM-DD].

CX called regarding their shipment status. VIP status at %[XX] for future orders agreed to stay on auto
ship program. Delayed billing to [MM-DD].

CX called in to cancel post trial and agreed to cancel only with no refund.

CX called in to cancel post trial and issued a %[XX] credit on charge. [$XXX.XX credit]

CX threatened CB. Full Refund Issued on {COUNT} transactions. [$XXX.XX credit]

Reshipped {X} number of bottles of {product} REASON: {Bonus OR Required}.

“CX called in to advance their rebill to [MM-DD]”

CX claims they took a survey to receive a gift.

Pre-Bill

CX called regarding their shipment status. Explained how to use product with tips.

1 Week challenge accepted. CX will call back after using the product with their feedback.

CX called inside trial; Extended Trial till {MM-DD}.

VIP status at %[XX] for future orders agreed to stay on auto ship program.

CX called in to cancel in trial and agreed to buy out of %[XX] OFF on {MMM-DD}. [$XXX.XX discount]

CX called in to cancel in trial.

Reshipped {X} number of bottles of {product} REASON: {Bonus OR Required}.

CX claims they took a survey to receive a gift.

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[CRM Standard Notes]

Hard Sale

CX called regarding their shipment status. Explained how to use product with tips.

CX called and issued a %[XX] credit on charge. [$XXX.XX discount]

Reshipped {X} number of bottles of {product} REASON: {Bonus OR Required}.

CX threatened CB. Full Refund Issued on {COUNT} transactions.

CX claims they took a survey to receive a gift.

Hard Sale & Pre-Bill

CX called regarding their shipment status. Explained how to use product with tips.

CX called and issued a %[XX] credit on charge and agreed on 1 Week challenge on trials.

CX called and issued a %[XX] credit on charge and cancelled in trial.

Reshipped {X} number of bottles of {product} REASON: {Bonus OR Required}.

CX threatened CB. Full Refund Issued on {COUNT} transactions.

CX claims they took a survey to receive a gift.

Hard Sale & Post-Bill

CX called regarding their shipment status. Explained how to use product with tips.

CX called and issued a %[XX] credit on charge and agreed on 1 Week challenge on trials.

CX called and issued a %[XX] credit on charge and agreed to cancel post trial with no refund.

Reshipped {X} number of bottles of {product} REASON: {Bonus OR Required}.

CX threatened CB. Full Refund Issued on {COUNT} transactions.

CX claims they took a survey to receive a gift.

Cancellation

CX called in to verify cancellation. [Cancellation date, amounts refunded, if applicable]

CX called in to verify refund. [Refund date and amount]

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Date: 7/13/2021 3:42 PM
 BDP Call Center
[CRM Standard Notes]

Shipment

CX called regarding their shipment status.

CX called regarding their shipment status, confirmed delivered, reshipped complimentary reshipment.

CX to call back with updated info and proof of USPS claim results.

Non-Account Holder

Non account holder called in for info, instructed to have account holder call in. [First Name, Relationship]

Disconnected

CX dropped call. Subscription cancelled and refunded $(XX). Called CX and left voicemail.

CX dropped call. Subscription canceled and refunded $(XX). Call back and spoke to CX.

CX dropped call. Refunded $(XX). Call CX and left voicemail.

CX dropped call. Refunded $(XX). Call back and spoke to CX.

CSR was forced to end call. CX yelling, using profanities, no communication possible. CX was given
warning.

No communication. Forced to drop call.

Chargeback/Fraud/Escalation

Previous CB on account. No action taken.

Account Escalated; will be updated in 24 hours - REASON: {Give brief/logical explanation} Instructed CX
to call back in 48 hours for results of escalation.

There was a technical problem that caused the bank to refuse the refund.

CX called in regarding refund technical error. [Outcome of conversation]

CX claims to have not received refund, CRM states refund was processed on [MM-DD]. Provided CX with
TXN ID.CX had previously disputed transaction with bank, complimentary bottle of [PRODUCT] offered
upon confirmation of cancellation of the dispute.

Up-Sell/Agent Sale

Upsell of (xx) bottles of (product) at $(XX) per bottle.

Upsell of (xx) bottles of (product) at $(XX) per bottle attempted. CC Declined

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 BDP Call Center
[CRM Standard Notes]

Misc

CX spoke a language other than English. Advised to call back with translator.

CX did not pass security check. Re-sent order confirmation to e-mail on file and instructed CX to call back.

Manager XXXX instructed me to bypass steps and issue a full refund and/or cancel [$XXX.XX refunded]

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Date: 7/13/2021 3:42 PM
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[CRM Standard Notes]

Outbound

Attempted to call CX, no answer, left a voicemail.

CX advised not to be called back

CX advised to call back later

Attempted to call CX, left a voicemail

Not Interested

Wrong number

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Date: 7/13/2021 3:42 PM