Subject: HFL Call Audit
From: Amit Gupta <[email-masked]>
To: Harsh Sharma <[email-masked]>, "Jet Jason, Paraiso. Gromea" <[email-masked]>, Anish Nair <[email-masked]>
Cc: deeksha <[email-masked]>, Ashish Dabral <[email-masked]>
Date: Tue, 12 Apr 2022 05:14:20 -0700 (MST)

Hi Team, 

Please find the details of the HFL Calls audited. 

Call 1 Anish: 

Parameters 	Markings (Yes/No/NA) 	Remarks/Comments 	Call Unique ID 
Call opening, Greeting, Introduction and Branding HFL 	Yes 	Opening was done, introduced self branded HFL, greeted customer and call was picked up on 8th second 	auto-1649319480-13303384586-6503 
Offered assistance to the caller or not? 	No 	Did not recognise that Health media incorporated was another merchant name for HFL and advised it is not HFL which is not correct and he has been trained for then same 	Call Duration : 7 minutes 55 seconds 
Did he/she accessed customer details/order and verified customer name? 	Yes 	Accessed customer details and verified his name as well. 	
Offered solution/escalated to right dept? 	No 	Solution provided was not correct as he did not understand the fact that Health Media Incorporated is another merchant name for HFL that might be mentioned on the credit card statement and That's why when customers call or chat with us to know about the charges on their credit card statement, it is important to tell them that HFL is our parent company. 	
Mentioned notes/updated ticket as applicable? 	N/A 	N/A 	
Did he/she demonstrate active listening skills? 	Yes 	Demonstrated active listening skills on call 	
Overall call handling which includes professionalism, hold procedure and other protocols like soft skills, acknowledgement, etc 	Yes 	Overall good call handling, was professional and followed protocols like soft skills, acknowledgement 	
Acknowledgement of customer concerns/queries and answer them effectively was followed or not? 	No 	Acknowledged customer's concerns/ issues however the answeres were not as per the process guidelines and protocols 	
Once the issue is resolved/ taken care of if we asked is there anything else that I may help you with? 	Yes 	Yes 	
Closing and branding followed or not? 	Yes 	Closing was done and branded HFL as well 	

			
Call Score : 9 		Call comments and Details :Cx called in to know about the charge and wanted to know if it was from HFL or some other company? as Health Media Incorporated tried to charge his account for exact amount as per the previous charge from HFL 	Lowlights : Did not recognise that Health media incorporated was another merchant name for HFL and advised it is not HFL which is not correct and he has been trained for then same, Solution provided was not correct as he did not understand the fact that Health Media Incorporated is another merchant name for HFL that might be mentioned on the credit card statement and That's why when customers call or chat with us to know about the charges on their credit card statement, it is important to tell them that HFL is our parent company, Acknowledged customer's concerns/ issues however the answeres were not as per the process guidelines and protocols 

I have explained to him about the document associated with this concern/chargeback and advised him to go thru it again about the merchants and make sure this is not repeated. 

Handling Card Disputes Print 
Created by: Deeksha Dadu 

Modified on: Tue, 12 Jul, 2016 at 5:49 PM 

Answering Merchant Credit Card Queries (for all products) –Phone Suppprt 

Welcome script on Phone: “Thank you for calling Customer Support. My name is ______. How may I help you today?...” 

From time to time, a client will "dispute" a charge on their monthly credit card bill statement. First step is to check their account and order history to see what charge is for and then proceed accordingly. 

The reason for dispute could be of of the following: 

1 The client truly does NOT recognize our company name on their statement. It will read "HFL Solutions, Inc. - Las Vegas, NV". The customer may only recognize us by the product name they purchased, but not by our company name. Even though the initial email receipt and package insert reminds them of this. 

2 The bigger reason is that the client is LAZY and simply doesn't want to ask for a refund. They take the "easy" way out, call their credit card company and "dispute" the charge. This can be for a general "one-time" order, but more often it is because of the monthly auto-ship , "I never asked to received a second bottle ..." 

In either case, whether we are right or wrong, whether we win or lose - we get charged $40 per dispute. So, it's a major unneeded expense and rip off! 

That's why when customers call or chat with us to know about the charges on their credit card statement, it is important to tell them that HFL is our parent company. 
The merchant descriptor on their credit card statement can be one of the following. it changes based on which merchant account we use. But these are the typical ones 

ORDERHFL.COM8882771687 
Dr-Sam.biz8882771687 

888.277.1687 

Dr-Sam.us8884118636 

4HFL888-277-1687 

National Merchant/FD 

Interctive Health, Inc. 

Ask Sam 

5101 5901 1103496 

Micamp/FD 

Health Media, Inc. 

Health Media, Inc. 

518993880402029 

Swipe/Cynergy 

Health Media, Inc. 

ORDERHFLCOM8882771687 

3899000002271078 

Swipe/EVO 

CholesLo, Inc. 

-Closed- 

27200000555801 

Swipe/EVO 

Dr. Sam Robbins, Inc. 

[ https://www.back2life.info/ | www.Back2Life.info ] 

27200000556601 

Swipe/EVO 

Lean Optimizer, Inc. 

[ https://www.stott-pilates.info/ | www.Stott-Pilates.info ] 

27200000571501 

Swipe/EVO 

Alpha Viral, Inc. 

[ https://www.goldsgymk10.info/ | www.GoldsGymk10.info ] 

27200000570701 

Swipe/EVO 

Provanax, Inc. 

[ https://www.teeterhangups.biz/ | www.Teeterhangups.biz ] 

27200000569901 

Ipayment/ MiCamp 

Choleslo, Inc. 

[ https://www.back2life.info/ | www.Back2Life.info ] 

4223696300466569 

Swipe/ Cynergy 

Choleslo, Inc. 

[ https://www.back2life.info/ | www.Back2Life.info ] 

Thanks and Regards 
Amit