Customer Service Expectations

Basic Expectations

• Product offering (including number of products, size, variety, quality)
• Price (Includes sign up cost, discounts, renewing membership cost)
• Customer Service Expectations (Contact, reply time, replacements/refund policies)
• Operational Expectations (Shipping and Delivery)

• Product Offering

• 6-8 Items

• Full Size Products

• Gluten-Free

• Food and Bath/Body Products

Product Offering

• Is the packaging up to date and accurate?
• Do the products reflect what have been in past boxes, in number and quality?
• If there is something special about the product offering, are you highlighting it in the written content of the ad?
• Are there special instructions for customers and are they clear?

• Is my price clear on my website? Is it on my homepage, product page, checkout, and confirmation pages?
• Does the confirmation email clearly state price and renewal price?
• If the customer clicked through an ad or special promotion, does the coupon or special automatically apply to the order? If not, are the instructions clear on both the ad and landing page?
• If it is for a recurring subscription, is this listed upon checkout and confirmation?
• Do you list subscriptions/recurring prices in customer accounts?
• Are your prices, renewal dates, and renewal amounts listed in your FAQs or customer service source on your website?

• Are operational notes, such as shipping time, listed upon checkout or in the confirmation email? (Remember, you can still be flexible “Ships Mid-Month” could be below your ‘Subscribe’ button, for example!)
• Build out an FAQ for customers. This should include the answers to even the most obvious questions (“How many products are there?” or “What is this service?”), and should cover all parts of your business: shipping, billing, product, customer support contact and policies, etc.
• Consider leveraging the use of a Help Center, like that of Zendesk’s. This is a searchable, flexible support community where customers can research answers, leave comments, and discuss topics together.
• Provide customers with self-service tools to save your time and put customers in control. For example, by building out an Address section in your customer’s dashboard, you can remove a normally demanding feature of customer service and allow customers to self-update. This is useful for payment information and subscription status as well.