Product Safety Awareness: Managing Your Customer s …€¦ · 2 Product Safety Awareness What is...
Transcript of Product Safety Awareness: Managing Your Customer s …€¦ · 2 Product Safety Awareness What is...
TRAINING business
Product Safety Awareness:
Managing Your Customer’s Health
Questions and Concerns
Tutorial
© 2013 Herbalife. All rights reserved. USA. #127922 ID4447 03/13
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Product Safety Awareness
What is it?
Product safety awareness is knowing how to optimally
manage health-related concerns or questions where
the consumer’s best interest is the No. 1 priority.
Why is it important?
Product safety awareness supports, protects and
promotes your organization and the Herbalife brand.
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Health Questions
What is a “health question”?
• Any medical, scientific, or technical inquiry a customer or Distributor has related to the use of Herbalife® products, in light of individual factors, such as pre-existing health conditions, dietary restrictions and/or the use of medications.
Examples of health questions may include:
• “I have a thyroid condition (and take medication). Can I consume ____ product(s)?”
• “I have irritable bowel syndrome. Which products are right for me?”
• “I am taking an antidepressant. Will any of the products interact with my medication?”
• “I have read some negative information about our products online. Do the products cause ____? Are they safe for individuals with ____?”
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Health Concerns
What is a “health concern”?
• Any health-related incident that a Distributor or their customer believes they have experienced while consuming an Herbalife® product(s).
• Types of health concerns/adverse reactions vary and some may appear to be very minor.
Examples of health concerns include:
• Nausea or upset stomach
• Headache
• Fatigue
• Constipation
• Rashes
• Caffeine sensitivity
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Why Is Product Safety Awareness
Important for Distributors?
• It is good customer service
Customers will know you care about them and take their questions and concerns seriously.
• It protects your business
Helps to preserve and cultivate good consumer relationships and customer retention while arming Distributors with knowledge and confidence.
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WOM: Word of Mouth
Remember:
One happy customer may tell one to two
people about their experience
But…
One unhappy customer will likely tell
everyone who will listen and NOW they can
even tweet or post on Facebook about it
with the possibility of reaching hundreds or
thousands of consumers!
Don’t let your customer issue go
“viral!”
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Why Is Product Safety Awareness
Important for Herbalife?
• It helps Herbalife continuously evaluate product performance and safety for all consumers
Customers and Distributors are our eyes and ears and a crucial component for maintaining our commitment to product safety and quality.
• It helps Herbalife comply with public health regulations
Demonstrates Herbalife’s commitment to monitoring consumer safety and allows us to comply with all regulatory responsibilities around consumer reports.
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Why Am I Hearing About Product
Safety Now?
If you are wondering why you are hearing about this now considering that we are industry leaders in product science and quality, take a look at these facts:
• Fact One: We have the utmost confidence in the quality and safety of our products.
• Fact Two: A customer’s product experience can be dependent on an infinite number of factors and for this reason, their individual feedback or concerns can be very unique and have an equally infinite number of possible answers which are best addressed by a qualified health or science professional.
• Fact Three: Herbalife has recognized that organized support for consumer health questions and concerns is a growing need and valuable business tool for Distributors. We have added a team of health and science professionals to our staff to help address this need and to train our Distributors globally.
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Common Misconceptions
Myth One: If I acknowledge a complaint about a product, it is like admitting that the product is bad or unsafe.
Fact One: Helping your customer/Distributor is not an admission of fault. You are not responsible for diagnosing or treating their issue.
We are obligated to make sure this feedback (however minor or seemingly unrelated to our products) receives proper review from trained health/science professionals so that our consumer feedback is accurate, up-to-date and consistent.
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Myth Two: If I do not have an answer, my customer/Distributor will think that I am not knowledgeable about my products or business.
Fact Two: Going the extra step to make sure a customer receives accurate information and a personalized response is a business asset that will enhance customer relationships and retention and instill Distributor/customer confidence.
Common Misconceptions (cont’d)
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• Do respond with sympathy and listen to your
customer’s concern.
• Do record the details of their concern.
• Do encourage your customer to report the situation
to Herbalife and to seek their personal physician’s
guidance if symptoms persist or worsen.
• Do respect the opinion of your customer’s physician
if they have sought their advice about an
unfavorable experience during product use.
• Do notify Herbalife of the situation yourself if your
customer prefers not to.
What to Do When a Customer Comes
to You With a Health Concern
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• Do not attempt to diagnose, give medical
advice or make product recommendations to
treat the reported symptoms.
For example, a customer says he or she is
experiencing a rash. Do not advise the
customer that this is a detoxification process,
or make an attempt to diagnose the cause.
What NOT to Do When a Customer
Comes to You With a Health Concern
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How to Contact Herbalife With a Health
Concern or Question
Call toll-free:
1-866-617-4273 Remember:
•Anyone can contact Herbalife with health
concerns or questions, including Distributors,
customers and health care professionals.
•Practicing product safety awareness will help
protect your business, your customers,
minimize negative “WOM” and promote our
brand in a positive way.
•Herbalife is committed to safety and quality
and has a team of professionals who are here
to help!
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The following information will help Herbalife provide you with the most accurate and up-to-date product answers:
•Contact information.
•Question(s) that you or the consumer would like answered.
•Name of product(s) that the consumer is using.
•Product lot number(s).
•If available, any pertinent health information, such as prescription medications taken and/or medical conditions, dietary restrictions or allergies.
Provide Relevant Information
The Lot Number is
different from the
SKU Number and
barcode:
To identify the
product’s Lot
Number, look for a
series of nine to 10
characters:
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Promote Safe Use of All Products
To help minimize the possibility of a health concern and to encourage safe use of Herbalife® products:
•Ask your customers to follow the label recommendations.
•Have customers with dietary restrictions and allergies check the label ingredient list with their physician before consumption.
•Advise your customers to consult a physician as necessary; anyone with a medical condition and/or using prescribed medication should consult their personal health care provider prior to use.
•Always respect the opinion and product recommendations of your customer’s health care professional.
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What will Herbalife do after addressing a
customer’s or Distributor’s question or
concern?
•Health and science professionals at Herbalife
review all questions and concerns and
continuously analyze data to identify any potential
safety issues as part of Herbalife’s proactive
approach to product and consumer safety.
•Personal data, such as your name and contact
information, will remain confidential; this
information will be shared only with Herbalife’s
medical and scientific professionals as needed.
Next Steps
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Questions?
If you have questions about this presentation, please
contact us at: