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VIP's flow (Contact methods: phone email messangers social…

- - - - WE ARE LOOSING HIM
        
        NOT ACTIVE FOR 14 DAYS
        
        Call script: similar to "Not active for 7 days"
        
        Offer a bundle 2.
        
        NOT ACTIVE FOR 7 DAYS
        Call script
        Hey! I see it has been a week since you last logged on!
        I would love to chat a little and find out what it is that you like and don't like about our company. I hope to hear from you soon! Have a great day!
        
        Offer bundle 1.
        
        NOT ACTIVE FOR 30 DAYS
        
        Call script similar to "Not active for 14 days"
        
        Offer Bundle 3
      - CUSTOMER ASKS FOR HELP
        
        Money issues
        
        Refund wanted
        
        Ask for as many details as possible so we can be the most effective in helping.
        
        Spend time on the call by asking questions to see exactly if the cx is acceptable for a refund.
        
        Reassure the client that we will follow up and he can call if he has any further issues.
        
        2 more items...
        
        Needs a new writer
        
        Ask reason
        Check profile
        Check order
        
        Offer to contact the writer
        
        Make a reassign
        
        Communication with the wr.
        
        The writer doesn't quite understand me.
        
        Tell the cx we will get in touch with the wr.
        
        Offer a reassign if needed and is a valid candidate
      - PLACED NEW ORDER
        
        Check chat history, order history, orders in progress, and everything that is important before making a call.
        
        call the client, show him you are in the loop and aware of everything going on with his order(s). Tell him you will follow up.
        Tell him that he can keep in touch by social media, phone, email.
        
        Follow up after half of the deadline has passed.
        Ask for fedback on order
        
        Client is satisfied
        
        How to get him to come back
        Offer Him bundles for returning to us.
        
        4 more items...
        
        Ask for feedback of any kind
        
        Ask what we can improve.
        
        Client isn't satisfied
        
        Paper quality
        
        1 more item...
        
        Writer quality
        
        4 more items...
      - CUSTOMER ASKS FOR A REFUND
        
        Ask the reason.
        
        Collect his data and reasoning.
        
        Check if he/she is eligible for a refund.
        
        Refund reason 4: Writer doesn't respond.
        
        Offer to contact the writer.
        
        Refund reason 2: Writer was late
        
        Ask about possible extended deadline.
        
        Refund reason 1: Didn't follow instructions.
        
        Offer to contact the writer and help him understand the instructions.
        
        Refund reason 5: Bad quality
        
        Offer a revision.
        
        Refund reason 3: Plagiarism
        
        Offer a reassign
        
        Last resort - Refund.
        
        Reaction for most refund reasons
        1. Revision. 2. Reassign 3. Offer something:wr quality/choose writer 4. Leave funds on balance 5. Refund
      - CUSTOMER ASKS FOR REASSIGN
        
        Ask reason and check if valid.
      - Finished order
        
        Follow Up
        
        Email
        
        Write once a week to follow up IF the cx doesn't respond via Phone/Social Media, OR, if requested to be contacted by email.
        
        Social Media
        
        Write the client once a week to follow up.
        
        Questions for the client: all methods.
        
        Ask the following:
        How was your experience with us?
        What can we improve?
        What was your favorite thing about us?
        What was your least favorite thing about us?
        What did you think made your experience with our service complicated?
        
        Calls
        
        Check action plan 1.1
        
        Offers
        
        Bundles
        
        Wheel of fortune
        
        Discounts(for rare cases)
      - We placed the order
        
        We have a relationship from the start.
        
        This can be risky because:
        If the order goes well they will trust us(VIP).
        If the order goes bad, they might stop trusting us(VIP).
    - - Call back in 24 hours.
        
        Call back in 48h. Leave a voice message.
        Been trying to get a hold of you and have had no luck.
        Really would love to talk soon and discuss some things that we would like to offer you.
        
        Call in a week, try a different time period.
        If no answer, send Email(tell him good things and that we have offers for him).
        Subject called earlier but received no answer
        and
        Try to find client' social media profile.
    - - Customer is a reseller
        
        Determine (1) scale of the project, (2) budget, (3) longevity, (4) requirements for the writers, (5) turnaround times, (6) preferable means of communication
        
        Setup a working algorithm
        
        TBD
        
        TBD
        
        TBD
      - Customer is not a reseller
        
        Tell him/her about the deal anyway
        
        He/she declines. No longer handled by Henry
        
        He/she accepts