Dial Customer Solutions Internal CS Wiki general

general:basic_call_flow

Anonymous (anonymous@undisclosed.example.com) — 2026-03-22T05:33:19+00:00

Basic Call Flow Every time you speak with a customer you will follow the same basic process. You will need logins for Konnektive CRM and FreshDesk. Greeting Greet the customer with your name and ask for their phone number. You may also look up the customer by name or order number.

general:buzzwords

Anonymous (anonymous@undisclosed.example.com) — 2026-03-22T05:37:38+00:00

Buzzwords * BANK - Will call or have called * DISPUTE / CANCEL / CONTEST / FIGHT CHARGE * CHARGE BACK * ATTORNEY GENERAL NOT Buzzwords: * LAWYER * COURT COMPLAINT * CONSUMER REPORTS * BBB / BETTER BUSINESS BUREAU --- Sometimes a customer does not understand the nature of their trial subscription and goes to the bank to dispute the charges.

general:chargebacks

Anonymous (anonymous@undisclosed.example.com) — 2026-03-22T05:36:31+00:00

Charge Backs You will not be able to assist any customer that has a disabled account. Inform the customer that their account has been disabled due to a dispute with their financial institution. Talk Track: It appears there is an active dispute on your transactions. I apologize but my functions with your account will be limited due to this, I suggest you reach out to your bank to remove the dispute should you want us to be able to access your account.

general:making_offers

Anonymous (anonymous@undisclosed.example.com) — 2026-03-22T05:31:24+00:00

Making Offers If a customer wants to return a product, you should make them an offer to keep it. This can save them the hassle and expense of shipping. First offer = $49.95 per product Second offer = $19.95 ($24.95 for CBD) per product Talk Tracks:

general:managing_call_backs

Anonymous (anonymous@undisclosed.example.com) — 2026-03-22T05:36:20+00:00

Managing Call Backs Ideally you can resolve all of the issues raised by a customer when you are on the phone together; but sometimes, you need to investigate and give them a call back later. This process outlines how to create a ticket in FreshDesk so that your pending Call Backs are kept organized.

general:payment

Anonymous (anonymous@undisclosed.example.com) — 2026-03-22T02:16:31+00:00

Payment Methods We accept Visa & Discover cards for all purchases, including trials. Mastercard is also accepted for straight sale (one time) purchases but is not accepted for all trials. As such, do not accept Mastercard for payment if you are processing an order over the phone - the customers must place the order themselves via the website.

general:product_overview

Anonymous (anonymous@undisclosed.example.com) — 2026-03-22T03:26:12+00:00

Product Overview All products are manufactured in the USA. Brain/Focus & Nootropic Products Landing page: Thena Brain Boost Break down of ingredients: Ginseng: Ginseng can improve symptoms of anxiety, and boost attention, concentration, and memory. Nootropic users above 40yrs find the most benefit in Ginseng. It is used as a memory booster, improves mood, lower anxiety levels, and boosts stamina and endurance.

general:subscription_model_overview

Anonymous (anonymous@undisclosed.example.com) — 2026-03-22T02:16:16+00:00

Subscription Model Overview Our products are usually sold on a subscription basis. Customers sign up for a 14 day risk free trial, during which time they are sent their first product(s). The customer pays only $4.76 for shipping. Customers often have 1-2 add-on items with their order.

general:warehouse

Anonymous (anonymous@undisclosed.example.com) — 2026-03-22T03:30:41+00:00

Fulfillment Centers or Warehouses with product lines they handle Our customers' product orders are fulfilled by multiple shipping providers in the USA. Below is a table of the current product/fulfillment providers we are utilizing. Each order will generally use one supplier but there are cases where an order can use multiple providers for multiple products. When assisting a customer with any return be sure to identify the correct fulfillment provider used to send that product as it will be asso…