LL - Customer Happiness Team Discounting Guidelines

Customer Happiness Guidelines for Offering Discounts and Free Products

When dealing with an unhappy customer, every Customer Happiness Agent has the power to resolve issues promptly and effectively. While it’s natural to feel defensive when interacting with frustrated customers, remember that it’s rarely personal. Instead, focus on empathy and solutions. Begin with an apology and reassurance to set the tone for a positive resolution.

Example Response:

"Thank you for bringing this to my attention, Mr. Smith. I’m truly sorry for what happened, and I’m here to make it right!"

Customers who point out mistakes help us improve. Handling these moments with grace and professionalism ensures a better experience for everyone involved.

Discounting and Free Product Guidelines

General Approach:

• Whenever possible, offer customers a free product rather than a discount or partial refund for service-related issues.
• Use a $50 coupon that can be redeemed in the Shopify store, allowing customers to choose the product they want.

Best Practices:

1. Save a Sale:

• Primary Offer: Free product ($50 coupon).
• Additional Options: Appointment with a wellness coach or a small discount if needed.

2. Save a Customer:

• Primary Offer: Free product ($50 coupon).
• Combination Offers: If necessary, combine the free product with a small discount or wellness coach appointment.

3. Order Issues:

• Proactively offer the $50 coupon for a free product before suggesting other discounts.
• If a free product isn’t suitable, gauge the discount based on the severity of the issue:
  • Minor Issue: $10 or 10% off.
  • More Severe Issue: 20–30% off.

4. Maximum Discount Limit:

• Discounts must not exceed 30% without manager approval.

Important Considerations:

1. Appropriate Use:

• Free products and discounts are tools to resolve issues, save sales, or build customer loyalty.
• They should not be offered preemptively, especially if the customer has already indicated an intent to purchase.
• Use discounts thoughtfully to encourage purchases or resolve issues where necessary.

2. Cost Management:

• Discounts and free products should balance customer satisfaction with the company’s financial health.
• Always aim to save the order (or the customer) without resorting to unnecessary refunds.

3. Monitoring and Accountability:

• Discount usage will be monitored to ensure compliance with these guidelines.
• Excessive or inappropriate use of discounts may result in disciplinary action, up to and including termination.

Support and Guidance

We trust each of you to exercise good judgment and prioritize customer satisfaction while adhering to these guidelines. If you have questions or need clarification, please reach out to your Team Lead or Manager.

By following these practices, we can deliver exceptional service, build customer loyalty, and support the company’s success.

Thank you for your dedication to keeping our customers happy and cared for!

Key Customer Happiness Principles

• HeroCARE Culture: At the heart of our service is integrity. We do the right thing, we fix issues, and we aim to make things right—even if the issue isn’t necessarily our fault. And we do this with a positive attitude, every time.
• Empowerment: Each agent has the confidence and authority to fully address customer concerns and ensure every customer leaves satisfied.

Suggested Solutions by Issue Type

1. Product or Packaging Issues

• Replace the Product: If there’s a physical issue, send a replacement. For more serious issues, consider a partial or full refund.
• Defective Product: Send a replacement and request photos to help us address any potential manufacturing or handling issues.

2. Simple Problems

• Examples: Wrong product, late shipping, or minor service issues.
• Solution: Offer a free product + a fix for the issue.

3. Multiple or Repeated Errors / Frustrated Customer

• Solution: Offer free product.
  • If a free product isn't fitting then combine it with a small discount ($10/10%) credit.

4. Serious Issues

• Solution: For major problems, offer a Free product + a 10 or 20% partial refund.

5. Website or Content Errors

• Examples: Typos, errors on our site, videos, articles, or newsletters.
• Solution: Thank the customer for their help, ask for details so we can make corrections, and offer a token of appreciation—such as a free product coupon.

6. Return Shipping Cost

• Note: We generally do not cover return shipping. However, if a customer is firm about needing a return label, let them know you’ll escalate the request to our billing team to see if we can make an exception.

7. Coupons for Customers

• Available Codes: CHVIP10 (10% off) and CHVIP20 (20% off), both one-time use.
• Free product ($50 coupon/one time use)

https://docs.google.com/document/d/1JXFB_oQFrWCCkmNzTJg1-A8Gohu-9YjreVmebULzGaE/edit?usp=drive_link