Step 1: Review the customer’s feedback and experience. Positive feedback, like expressing congratulations or giving praise to a specific store representative, will usually only be passed on to the correct department. However, when reviewing the custo

Step 1:&#xA0;Review the customer&#x2019;s feedback and experience.&#xA0;&#xA0;Positive feedback, like expressing congratulations or giving praise to a specific store representative, will usually only be passed on to the correct department. However, when reviewing the customer&#x2019;s feedback, it is crucial to ensure that the customer&#x2019;s needs have been fully covered.&#xA0;&#xA0;In the opposite case, if a negative experience is shared, along with sharing the feedback with the correct department, you should seek solutions to the customer&apos;s experience or assist in any required process.&#xA0;Step 2:&#xA0;Acknowledge the customer&#x2019;s interaction.&#xA0;&#xA0;Once the experience has been shared with us and you identify whether this is positive or negative or a suggestion, you must reply to the customer to let them know we have received their feedback and that we will share this with the corresponding department.&#xA0;In addition, if the customer requires assistance of any type, such as a refund, return, or warranty request, assistance with troubleshooting, or help with information regarding products, policies, etc. You should take care of the customer with the corresponding process.&#xA0;&#xA0;You may use the following scripts:&#xA0;Acknowledging negative feedback&#xA0;Thank you for taking the time to contact us and bringing this matter to our attention.&#xA0;First and foremost, I want to thank you for sharing your experience at [INSERT STORE NAME], as well as apologize for any inconvenience you may have faced [PARAPHRASING CUSTOMER&apos;S EXPERIENCE].&#xA0;Therabody&apos;s highest priority is providing excellent customer service, and we value your feedback. I have forwarded your feedback to our leadership team and Store Manager to ensure that it is reviewed and handled appropriately. In the event that our team needs further information or has any other questions, someone will get back to you as soon as possible.&#xA0;&#xA0;Agent, if the customer needs further assistance, make sure to add or request information to serve the customer as needed.&#xA0;&#xA0;Acknowledging positive feedback or suggestions.&#xA0;Thank you for taking the time to contact us to talk about your experience at our [INSERT RETAIL/RESET STORE].&#xA0;&#xA0;I&#x2019;m glad to know that you had a pleasant experience when [PARAPHRASE CUSTOMER&#x2019;S EXPERIENCE].&#xA0;&#xA0;Here at Therabody, we aim to provide you with exceptional service and appreciate any feedback or suggestions that can help us keep growing. Rest assured that I will share your input with the corresponding department so that it can be reviewed accordingly.&#xA0;Agent, if the customer needs further assistance, make sure to add or request information to serve the customer as needed.&#xA0;Step 3:&#xA0;Share the information with the Retail/Reset Store team.&#xA0;&#xA0;After replying to the customer, whether you&#x2019;ll follow up on the interaction with the customer to continue assisting or simply acknowledge the customer&#x2019;s experience, you must share the customer feedback with the Retail/Reset Store team.<ul type="disc"><li>If the customer contacted you through email, forward the original email and add the corresponding template.</li><li>If the customer contacts you through chat, take a screenshot of the interaction and add it to the email that you sent to the Retail/Reset Store team.</li></ul>&#xA0;<ol><li>Use the following list of contacts to forward the request to the corresponding people.&#xA0;</li></ol><ol start="1" type="1"><ul type="disc"><li>Chris Dendler - (District Manager)- Manhattan West*-&#xA0; <a href="mailto:chris.dendler@therabodycorp.com" target="_blank">chris.dendler@therabodycorp.com</a>&#xA0;</li><li>Kyle Mahoney - (District Manager)- Short Hills, NJ* -&#xA0;<a href="mailto:kyle.mahoney@therabodycorp.com" target="_blank">kyle.mahoney@therabodycorp.com</a>&#xA0;</li><li>John Reilly - (District Manager)- Santa Monica, CA* -&#xA0;<a href="mailto:john.reilly@therabodycorp.com" target="_blank">john.reilly@therabodycorp.com</a>&#xA0;</li><li>Jeremy Beckham - (District Manager)- Lenox Square, GA*- &#xA0;&#xA0;<a href="mailto:jeremy.beckham@therabodycorp.com" target="_blank">jeremy.beckham@therabodycorp.com</a></li></ul></ol>CC in all requests Laura Koutris &#x2013; Vice President Retail &amp; Reset Stores -&#xA0;<a data-fr-linked="true" href="mailto:laura.koutris@therabodycorp.com" id="isPasted">laura.koutris@therabodycorp.com</a>&#xA0; &#xA0;***Note: Please note that Somerset Store is no longer in service.&#xA0;<ol><li>Use the below template to forward the customer inquiry.&#xA0;</li></ol>&#xA0;Hello Team,We have received the following escalation request for [ENTER STORE NAME]Details of the Feedback/Complaint:- Customer Name:- Customer Email:- Customer Phone Number:- Date of Initial Complaint:- Nature of the Complaint: [Brief description of the issue]&#xA0;Please see the email attached [AGENT, ATTACH A SCREENSHOT (IF CHAT) OR FORWARD THE EMAIL OF THE CUSTOMER COMPLAINT]&#xA0;Step 4: Disposition the case and close.&#xA0;&#xA0;If the customer needs no assistance or their query/request has been solved, disposition the case accordingly and close it.&#xA0; For a complete list of all Therabody Retail/Reset Stores, <a href="https://www.therabody.com/us/en-us/stores" rel="noopener noreferrer" target="_blank">click here</a>.

Retail/Reset Store Escalations

1. Request Initiation. 2. CS Review and Case Creation. Important Considerations:

1. Request Initiation<ul type="disc"><li>Communication Channel: Retail/Reset stores will initiate contact via the proj-cx-retailstores Slack channel.</li><li>Methods of Request: a. Jotform Application:Most requests will be submitted through a Jotform application designed for requesting assistance or providing feedback, including Return/Warranty requests.<ul type="circle"><li>Usage Note: Jotform is the sole form accepted for return requests.</li><li>Information Required:The Jotform will include:<ol start="1" type="1"><li>New submission to: Customer Issue/Feedback</li><li>Applicant Name:</li><li>Applicant Email:</li><li>Store Location:</li><li>Guest/Customer&#x2019;s Name:</li><li>Guest/Customer&#x2019;s Email:</li><li>Guest/Customer&#x2019;s Phone Number:</li><li>Detailed description of the issue or feedback, interaction details with the customer, and timeline of events.</li><li>Proposed resolution for the client. b. Submission Forms: Upon submission via Jotform, CS review is required to determine necessary actions. c. Direct Messages: Direct messages within the proj-cx-retailstores channel may request CS assistance.</li></ol></li></ul></li></ul>2. CS Review and Case Creation<ul type="disc"><li>CS Response: CSRs will review each request and initiate a case if deemed necessary.</li></ul>Important Considerations:<ul type="disc"><li>Nature of Requests: a. CS will handle inquiries such as warranties (replacements), returns (refunds), reshipments (for approved/applicable lost in transit or missing items), invoices, etc. b. Some requests may not require CS intervention, such as process or product feedback, complaints, suggestions, etc.</li><li>Duplicate Cases: a. CSRs are responsible for identifying and managing duplicate cases related to the same inquiry. If duplicates are found, consolidate information and proceed with resolution&#xF7;.</li></ul>

Handling Retail/Reset Store Requests

Overview:. Customers visiting Therabody Retail/Reset Stores seeking assistance with warranty replacements or reshipments for lost or missing goods can receive immediate support to ensure prompt resolution and customer satisfaction. This process outli

Overview:Customers visiting Therabody Retail/Reset Stores seeking assistance with warranty replacements or reshipments for lost or missing goods can receive immediate support to ensure prompt resolution and customer satisfaction. This process outlines how Customer Service (CS) handles these requests when initiated by Retail/Reset Store representatives.Procedure:Step 1: Initiation of Request<ul type="disc"><li>Retail/Reset stores will initiate requests via the proj-cx-retailstores Slack channel.</li><li>Requests are made using a Jotform application specifically designed for warranty replacements and related assistance.</li></ul>Step 2: Review and Validation<ul type="disc"><li>CS reviews the Jotform submission and validates order information, including warranty periods and terms &amp; conditions.</li><li>For reshipments due to lost, stolen, or missing goods, ensure correct procedures were followed and documented approval exists if required.</li><li>Validate eligibility for warranty replacements per Therabody&#x2019;s standard operating procedures.</li></ul>Step 3: Eligibility Confirmation<ul type="disc"><li>If Replacement/Reshipment is Eligible:<ol start="1" type="1"><li>Retail/Reset Store provides replacement on the spot for full packages.</li><li>If a defective unit needs return, create Return Merchandise Authorization (RMA) and Return Shipping Label:<ul type="square"><li>Create RMA using Return Authorization type and corresponding Return Reason (add memo: &quot;Replacement provided&quot;).</li><li>Generate Return Label using instructions from &quot; <a href="https://agent-knowledgebase.gorgias.help/en-US/how-to-create-return-labels-(fedex-fulfillment)-544810">How to Create Return Labels (FedEx Fulfillment</a>)&quot; article.</li><li>Post RMA and label details on Slack channel for Retail/Reset Store representative to facilitate return to TelAdvance warehouse.</li></ul></li><li>Create a new case with:<ul type="square"><li>Subject: Retail/Reset Inquiry - Type of Request - Customer Name.</li><li>Description: Copy JotForm application information.</li><li>Post: Document actions taken.</li></ul></li><li>Disposition case and close it.</li><li>Record details in Retail Stores - Tickets (Columns A to G).</li></ol></li></ul>Step 4: Ineligibility Notification<ul type="disc"><li>If Replacement/Reshipment is Not Eligible:<ol start="1" type="1"><li>Inform Retail/Reset Store of customer&apos;s ineligibility for replacement/reshipment.</li><li>Create a new case with:<ul type="square"><li>Subject: Retail/Reset Inquiry - Type of Request - Customer Name.</li><li>Description: Copy JotForm application information.</li><li>Post: Explain actions taken.</li></ul></li><li>Educate customer on warranty Terms and Conditions&#xA0;</li><li>Disposition case and close it.</li><li>Update details in Retail Stores - Tickets (Columns A to G).</li></ol></li></ul>Out of Stock (OOS) Replacements<ul type="disc"><li>In cases where the customer requires a replacement, but the item is not available at the Retail/Reset Store:<ol start="1" type="1"><li>Notify the Retail/Reset store to collect the defective device for return.<ul type="square"><li>Validate warranty eligibility per standard operating procedures.</li></ul></li><li>Directly ship the replacement from a Warehouse to the customer&apos;s verified shipping address.<ul type="square"><li>Ensure accuracy of customer&apos;s shipping address before processing shipment.</li></ul></li><li>Follow Step 3 to complete the Retail/Reset Store return and document the case accordingly.</li></ol></li></ul>

Warranty (Replacement) Inquiries from Retail/Reset Stores

Overview:. Therabody Retail/Reset Stores often contact Customer Service (CS) to initiate return (refund) requests or seek follow-up on refund scenarios involving customer transactions. This process outlines the steps CS takes to manage these inquirie

Overview:Therabody Retail/Reset Stores often contact Customer Service (CS) to initiate return (refund) requests or seek follow-up on refund scenarios involving customer transactions. This process outlines the steps CS takes to manage these inquiries efficiently.Procedure:Step 1: Initiation of Request<ul type="disc"><li>Retail/Reset stores initiate requests via the proj-cx-retailstores Slack channel.</li><li>Use the designated Jotform application for submitting refund requests and related inquiries.</li></ul>Step 2: Review and Validation<ul type="disc"><li>CS reviews the Jotform submission and validates order information to determine refund eligibility.</li><li>Verify trial periods, terms, and conditions as per Therabody&#x2019;s standard operating procedures.</li><li>Collect all necessary details such as Serial Number, phone number, and customer&#x2019;s shipping address.</li></ul>Step 3: Eligibility Confirmation<ul type="disc"><li>If Refund is Eligible:<ol start="1" type="1"><li>Retail/Reset Store collects the device immediately.</li><li>Process refund using in Netsuite.</li><li>Create RMA and Return Label:<ul type="square"><li>Create RMA using Return Authorization type and corresponding Return Reason (add memo: &quot;Retail/Reset Request&quot;).</li><li>Generate Return Label using instructions from &quot; <a href="https://agent-knowledgebase.gorgias.help/en-US/how-to-create-return-labels-(fedex-fulfillment)-544810">How to Create Return Labels (FedEx Fulfillment</a>)&quot; article.</li></ul></li><li>Provide RMA and label details to Retail/Reset Store for device return to TelAdvance warehouse.</li><li>Create new case with:<ul type="square"><li>Subject: Retail/Reset Inquiry - Type of Request - Customer Name.</li><li>Description: Include JotForm application details.</li><li>Post: Document actions taken on the case.</li></ul></li><li>Disposition case appropriately and close it.</li><li>Update Retail Stores - Tickets with information (Columns A to G).</li></ol></li></ul>Step 4: Ineligibility Notification<ul type="disc"><li>If Refund is Not Eligible:<ol start="1" type="1"><li>Inform Retail/Reset Store that customer is outside return period, thus refund cannot be processed.</li><li>Create new case with:<ul type="square"><li>Subject: Retail/Reset Inquiry - Type of Request - Store Location.</li><li>Description: Include JotForm application details.</li><li>Post: Explain actions taken on the case.</li></ul></li><li>Educate customer on return Terms and Conditions.</li><li>Disposition case accordingly and set status to Pending Customer Follow-up.</li><li>Update Retail Stores - Tickets with information (Columns A to G).</li></ol></li></ul>Note: CS can only process refunds for orders from Therabody.com and Amazon (TheraGun) store. Ensure adherence to all company policies and guidelines during the entire process.

Return (Refund) Inquiries from Therabody Retail/Reset Stores

Agent Knowledge Base

Therabody Retail/Reset stores can now assist customers with warranties, returns, and general information, among others, in close collaboration with Customer Service.Retail/Reset CS Support team will be available to assist Monday-Sunday 4am-8pm pst

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