1. Week 2 Calling Non-payment and Cancelled Customers
Customer Care
Week 2
Calling Non-payment and Cancelled
Customers

2. Retention is the name of the game!
We must take good care of are customers so they will continue to be happy shoppers for years!
Follow-up in the first few months is key.

3. 2 Types of Cancelled Customers
Non-Payments N/O
These customers owe the company money because of a back-up orders that the payment was declined.
May have expired credit card on file.
Could have closed their checking account.
This is why it is wise to have 2 forms of payment on file for each customer.

4. Request Out R/0
These customers actually asked to cancel their membership. A R/O customers can shop at full price as long as they purchase at least once every 3 months.
Usually they cancel due to finances, customer service or product issue, back-up orders and sadly lack of follow-up from their enroller.

5. How do we find out about cancelled customer
How do we find out about cancelled customer? Each month after the month’s end reports are run they come out about the 7th of the month. They also are added or subtracted daily and you can view them on MORE. They are a part of the InTouch Report that comes out each Friday.

6. How To Call N/O
The purpose of this call first let them know they are in a cancelled status and help them clear up the problem.
“Hi___ this is _____ with Melaleuca. I first want you know we appreciate you as a Melaleuca customer. It has come to my attention there is a problem with your account and I wanted to see if you had time for me to help you get it resolved. It could be something very simple like your credit card has expired. All we have to do is call the company and see what is going on.

7.
This number is the direct line to the department that handles N/O customers. They will tell the customer the problem and be able to handle the resolution. When the customer clears their account they will return to PC status.

8. Calling R/O
These customers can be harder to handle because they have already decided to cancel their membership.
Sometimes you may be able to get them to change their mind. I have found talking with these customers gives me information about how our organization can improve on customer retention.
If the problem is customer service or product issues offer to call and help them resolve the problem.
“Hi __ this is___ with Melaleuca. I noticed you cancelled you membership and I wanted to call and tell you we do value your business and ask why you decided to leave us and find out is their anything I can do to save your business?”

9. Retention Starts At Enrollment If we take care of our customers early we will find we have less to cancel their memberships.