LL - Hardship Request Process
1. If you receive a customer call, email or chat and the customer states they are unable to afford a product or feel the price is too high as a first course of action, offer a $10 (THANKS60) discount, AutoRefill, or send the Customer Complaint about Price Template (if appropriate).
2. If you receive an email with a detailed story of financial hardship please alert your team lead to help you review it and determine the best course of action. Your TL is in charge of determining if the customer meets hardship requirements.
3. If the customer meets hardship requirements, the TL will notate the customer record, and TAG the email "hardship", which automatically sends them an email notifying them of our offer, and asking for their contact information so we can contact them to help them place a discounted order.
4. On approved Hardship cases, product will be offered at Company cost + shipping. A TL must approve each hardship case and send the email notifying the customer.
Email reply:
Hi NAME,
Thank you so much for writing in with your interest in VitaCell+, and for providing feedback on your experience with our previous reply.
I sincerely appreciate your honesty regarding your financial situation. I hope things get better for you soon.
I completely understand how chronic conditions can drain your self esteem, diminish your overall health, and suck some of the joy out of life, and it's important to us that you and anyone struggling with their health gain access to this powerful formula.
Because of your difficult circumstances, we would like to send you a one time, 30-day supply of VitaCell+ at the absolute lowest cost we can, which is $14.
The only thing we ask in return is that in the future, if and when you are able, to please send in whatever amount you can afford to cover the remaining cost. We will never come to you looking for payment beyond this.
If you would like to accept our offer please respond to this email with your phone number and I will have one of our agents give you call to help you place the order.
Hopefully this helps. Thanks again for being a valued customer!
If you have further questions please let me know, NAME. I am always happy to help.