Members are permitted to provide our customers a one-time courtesy credit of up to $35 as a means to provide exceptional customer service through first call resolution and maintaining our client relationships. Anything requested over that amount can be escalated to a lead or supervisor.
IMPORTANT NOTE: We cannot provide any courtesy credits for West Virginia per state regulations.
Important Note: We should not be providing any credits for specific fees that the client has not yet paid for/been assessed (the service centers may not always charge a missed appointment/reset given the circumstances). Let the client know they can contact us back if they are charged, and we can review the account at that time.
The following are scenarios we can provide a one-time courtesy credit to a client (these are not limited to the below scenarios as other circumstances may apply):
Missed Appointment Fees (Support Channel)
Opted out of Loss Protection Plan
Provide Courtesy for inconvenience caused by company error/miscommunication, service center being closed, etc.
Start low for those complaints regarding an inconvenience: $25 credit to use towards your next service, $10, $15, $20…. $35
Use your best judgement - what if this was your company? We do not want to give away the entire bank on the first attempt if it’s not necessary. Remember to keep two very important perspectives in mind - the customer relationship (duration of the client’s program..), and the business overall. This is your company also - we trust your decision will benefit both aspects.
Credits in Plus
The client will look something similar to the example below.
Credits in M9
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