Dial Customer Solutions Internal CS Wiki talk https://wiki.dialcustomersolutions.com/ 2026-05-06T11:57:13+00:00 Dial Customer Solutions Internal CS Wiki https://wiki.dialcustomersolutions.com/ https://wiki.dialcustomersolutions.com/lib/tpl/dokuwiki/images/favicon.ico text/html 2026-03-22T02:19:59+00:00 Anonymous (anonymous@undisclosed.example.com) talk:crmdown https://wiki.dialcustomersolutions.com/doku.php?id=talk:crmdown&rev=1774145999&do=diff The CRM is down If Konnektive is down, you will be unable to assist customers. Talk Track: I am very sorry but our system is down due to technical problems. Please call back in an hour or send an email to support@dialcustomersolutions.com. text/html 2025-05-20T13:28:02+00:00 Anonymous (anonymous@undisclosed.example.com) talk:different_names https://wiki.dialcustomersolutions.com/doku.php?id=talk:different_names&rev=1747747682&do=diff Why do the charges show from different company names? Customers will see their charges coming from a variety of different company names. Talk Track: We work with a variety of resellers and partner merchants, so sometimes the charges will appear under different company names. This is normal. text/html 2026-03-29T03:15:13+00:00 Anonymous (anonymous@undisclosed.example.com) talk:fraudalert https://wiki.dialcustomersolutions.com/doku.php?id=talk:fraudalert&rev=1774754113&do=diff Why did my bank notify me that my order is potential fraud? Every bank has its own methods of spotting potential fraud and we don't have access to those details. Some possible reasons include: - The purchase was made in an unusual location (common for online purchases). - The charge went through at an unusual time. text/html 2020-01-30T20:41:16+00:00 Anonymous (anonymous@undisclosed.example.com) talk:ingredients https://wiki.dialcustomersolutions.com/doku.php?id=talk:ingredients&rev=1580416876&do=diff What are the ingredients in your product? The ingredients are listed on the product label. text/html 2026-02-04T04:32:40+00:00 Anonymous (anonymous@undisclosed.example.com) talk:irate https://wiki.dialcustomersolutions.com/doku.php?id=talk:irate&rev=1770179560&do=diff Customer is irate Sometimes customers are angry and upset. Try to de-escalate the situation, do not become confrontational. Find a solution to the problem. Some tips: * Remain calm * Don't take it personally * Listen - let them vent and don't interrupt text/html 2026-03-22T03:26:12+00:00 Anonymous (anonymous@undisclosed.example.com) talk:mid_shutdown https://wiki.dialcustomersolutions.com/doku.php?id=talk:mid_shutdown&rev=1774149972&do=diff Unable to refund customer due to MID shutdown The refund is delayed by the merchant processor being shut down. If the customer is receptive to the offer, you may ship them a product for free to make up for the inconvenience. Talk Track: My apologies. I have researched this matter and it appears that the product was purchased through one of our resellers that has recently shut down due to bankruptcy. Their bank account has been frozen by the bank while the matter is sorted out - this has resul… text/html 2026-03-22T01:06:48+00:00 Anonymous (anonymous@undisclosed.example.com) talk:no_english https://wiki.dialcustomersolutions.com/doku.php?id=talk:no_english&rev=1774141608&do=diff The customer does not speak English Sometimes a customer will call in but they cannot speak English. If you are unable to communicate with them, they will need to send an email to support@dialcustomersolutions.com so we can use Google Translate. Talk Track (English): text/html 2026-03-22T03:26:39+00:00 Anonymous (anonymous@undisclosed.example.com) talk:pdnr https://wiki.dialcustomersolutions.com/doku.php?id=talk:pdnr&rev=1774149999&do=diff Parcel Delivered Not Received USPS don’t do electronic signature. Agents may leave the parcel even without the presence of a receiver. However, they are able to investigate if the parcel was delivered or not using the special GPS feature on their scanner. text/html 2022-12-21T15:31:31+00:00 Anonymous (anonymous@undisclosed.example.com) talk:pdnr_lostparcel https://wiki.dialcustomersolutions.com/doku.php?id=talk:pdnr_lostparcel&rev=1671636691&do=diff I will file a dispute as I did not receive my parcel Customers might claim that the parcel wasn’t received even though it was marked as delivered - They might tell you that they would file a dispute if they do not get the refund. While avoiding any possible disputes - you may educate customers about the bad effect of disputing the charges. text/html 2026-03-22T02:37:27+00:00 Anonymous (anonymous@undisclosed.example.com) talk:shorttrial https://wiki.dialcustomersolutions.com/doku.php?id=talk:shorttrial&rev=1774147047&do=diff The 14 day trial is not long enough If the trial is still ongoing, you can offer to extend the trial by 1 week. If the trial has expired, you should empathize with the customer. Talk Track: I am sorry you didn't realize that the trial started on the day you placed your order. A standard trial is 10 days but we give 14 days to help account for any shipping delays. text/html 2026-03-22T02:33:06+00:00 Anonymous (anonymous@undisclosed.example.com) talk:too_expensive https://wiki.dialcustomersolutions.com/doku.php?id=talk:too_expensive&rev=1774146786&do=diff Your product is too expensive Use this as a sales opportunity to pitch an offer. Talk Track: This is a high end product that was manufactured in the USA. Our prices are actually on the lower end of the spectrum if you look at our competitors. But now that you mention it, we are currently offering a seasonal promotion that will take 50% off the retail price of the product. Does this interest you?