LL - Customer Happiness Team Discounting Guidelines

Customer Happiness Guidelines for giving a discount to an unhappy customer

When things don’t go as planned with a customer, every Customer Happiness Agent has the power to make it right and fix the issue promptly. It's normal to feel defensive when faced with a frustrated customer, but remember: it's rarely personal. Instead, start with an apology and reassure them that you're committed to resolving their issue. Keeping a calm, gracious attitude goes a long way in turning their experience around.

We truly appreciate customers who point out our mistakes—they give us a chance to improve and prevent future issues. Here’s a helpful phrase to use:

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

1. Discount Order: When offering discounts, please follow this order:
   • Offer $10 off or a free bottle before offering discounts that total $20 or more.
2. Gauge the discount you offer on the severity of the issue. Smaller issue = smaller discount. Best practices are $10, Free bottle, 10%, 20%, 30%.
3. Maximum Discount Limit: Discounts offered should not exceed 30% w/o manager approval
4. Appropriate Use: Discounts are intended to be a service, save or closing tool. They should not be offered immediately to all customers, particularly if the customer has already indicated intent to purchase. Use discounts thoughtfully to encourage the sale where needed.
5. Mindful Management of Costs: Please remember that discounts, while helpful, should be leveraged carefully to balance customer satisfaction with managing costs that impact our bottom line. Thoughtful application of discounts is essential to ensure that we’re building value for both our customers and the company.
6. Monitoring and Accountability: Discount usage will be monitored. Excessive or inappropriate use of discounts may result in disciplinary action, up to and including termination.

By using these guidelines, we can provide exceptional customer service that reflects our values and commitment to every customer’s experience.

Thank you for all that you do to keep 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 10% discount or $10 credit (whichever is more). In some cases, provide a partial refund along with a fix for the issue. (We often give $10 for delayed or missing packages).

3. Multiple or Repeated Errors / Frustrated Customer

• Solution: Consider a 10%-20% partial refund, depending on the severity and the customer's frustration. (Example Free product + 10% partial refund vs a 20% discount).

4. Serious Issues

• Solution: For major problems, offer up to a 30% refund. If further assistance is needed, escalate to a manager to determine the best course of action. (Example Free product + 20% partial refund vs a 30% discount).

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 coupon, discount on their next purchase, or a free product.

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.

8. Offering Free Products

• In certain cases, a complimentary product may be the best solution. Here are our preferred products: