Team FAQs

Forward the email to the support inbox (Support@oriclehearing.com). Your role as a hearing specialist is to handle questions during video consultations only. If you want to reply to the customer, let them know their message has been escalated to the support team.

You can say: "As a hearing specialist, I handle questions during our video consultations. I've forwarded your message to our support team and they'll follow up with you directly."

Yes, two pages are available:

• Before the meeting (joining help): oriclehearing.com/pages/consultation-prep
• After the meeting (how-to instructions): oriclehearing.com/pages/hearing-aid-how-tos

Pre-meeting reminders and post-meeting thank you emails are being automated. For now, share these links as needed.

"As a hearing specialist, I don't handle policy decisions, but I will pass along your feedback. Feel free to reach out to our customer support team if you have any additional questions or concerns."

Don't argue about policy. Acknowledge their frustration, deflect authority, and redirect to CS.

Carolina is our Spanish-speaking specialist. You can reschedule the customer to Carolina's calendar using the reschedule button in Calendly. Individual specialist Calendly links are available in the team doc if you need to send a direct booking link.

Yes, always join the meeting. If the customer shows up, proceed with troubleshooting if they're willing. If they try to talk about CS policies or return logistics, let them know that isn't your domain and those questions should be directed to CS.

You can say: "Now that we're already scheduled, I'd be happy to assist with anything you're struggling with. If it still doesn't work for you, CS will gladly assist with the return." Then carry on as usual.

When you call a customer through Google Meet, they hear a recording about Gemini/notetaking before you can speak. Some customers hang up thinking it's a robocall.

Tips:

• Try not adding the notetaker to the meeting before calling. The recording notification should only play if the notetaker is present.
• If the notification plays regardless (just a standard meeting alert), wait a few seconds before speaking so it doesn't overlap with your greeting.
• If a customer hangs up, try calling again. They are more likely to answer the second time since they'll recognize the number.

The meeting link can be glitchy on mobile. The first tap often tries to make the customer download an app instead of opening the meeting. Tell them to go back to the text or email and tap the link again. It can take 2-3 tries before the "join" screen appears.

Also note that text reminders are opt-in. Customers only get them if they entered their phone number on the scheduling form. If they can't find a text, have them check email for the meeting link instead.

Decline or remove the notetaker from the meeting. The call won't be recorded. Make a note in your post-meeting form, but you won't need to link a recording since one won't be available.

"Mary" is the sender name for all marketing and CS emails. Credits mentioned in marketing emails are just promotional codes that auto-apply at checkout when the customer uses the link from the email. They are not stored in an account.

Important: Credits from marketing emails cannot be combined with upgrade discounts. If a customer asks, let them know the upgrade pricing is already discounted and is separate from email promotions.

The restocking fee ($4.95) and return shipping cost are intentional. They help keep the 30-day guarantee meaningful while discouraging impulse returns. Frame it positively:

"You're fully covered for 30 days. The only cost is return shipping and a small processing fee that covers restocking."

You can also remind customers that restocking fees are standard across the industry. The fee is listed on the website footer and FAQ pages. Don't waive it on a case-by-case basis.

The colored labels indicate how the meeting was scheduled:

• Yellow: Scheduled through CS (customer service booked it)
• Red: Scheduled by AI (the automated agent booked it)
• Green: Welcome call (Better Hearing Kit "Getting Started" meeting)

All meeting types are handled the same way during the call. The colors are just for tracking purposes.

If your recaps are generating but you can't copy or share the link, click on the recap and set the permission for who can view it to "Anyone with link." That should fix the sharing issue.

If recaps aren't generating at all, try waiting it out. This is usually a temporary Calendly glitch that resolves itself within a day.

You can cancel it yourself in Calendly:

1. Go to the "Meetings" section in Calendly.
2. Use the dropdown at the top to select "Hearing Support Specialists" to see all meetings.
3. Search for the customer and click on the duplicate meeting.
4. Click the cancel button. A note field will pop up where you can write a message to the customer.

Unless a reschedule or cancellation is specifically requested by the customer, changes should be approved first.

Click the reschedule button on the meeting in Calendly. It should let you select a specific specialist to pick a new time. If you're having trouble, ask in Slack and we can create a single-use scheduling link for the specific specialist.

There are two separate links:

• Standard consultations (return requests, escalated troubleshooting): Use the regular consultation link.
• Better Hearing Kit customers: Use the BHK-specific link. BHK customers also receive their scheduling link automatically via email.

Using the right link matters for tracking. If a BHK customer calls in for scheduling help, confirm they purchased the Better Hearing Kit first, then use the BHK link.

No. The warranty does not transfer to the upgraded device. If a customer asks, let them know they would need to purchase a new warranty for the new device.

Purchased warranties can only be redeemed once per customer. Let the customer know that since they already redeemed their warranty, we are not able to process a second replacement. You can offer them a link to purchase a new device or recommend an upgrade instead.

The purchased warranty covers the device for one year from the date the initial 30-day return window closes.

Mark the outcome as Other > Exchange or Downgrade. CS will set up the exchange and send the customer a return shipping label.

Once the label is scanned in transit back to us, the new order will ship. Any leftover amount from the price difference will be reimbursed back to the customer.

Yes. Upgrade orders have their own 30-day return window starting from the delivery date. Within that window, replacements are available the same way they are for regular orders.

Mark it as Other > Exchange or Downgrade. Since the Pro and Pro+ are the same price, it's treated as an even exchange.

Important: A same-price exchange should only be offered to customers within their return window. If a customer is outside their window and interested in trying the Pro+, we can offer it at a discounted upgrade price, but not as a free exchange.

Refunds are automated through the return portal and post back to the original payment method. If a customer's card has been cancelled, the bank is usually able to transfer any pending transactions to the new card.

This is something the customer should handle with their bank directly. There isn't a workaround on our end to redirect a refund to a different payment method.

Mark it as a return and note in your meeting notes that you offered the upgrade option but the customer preferred to return and purchase the other model separately.

Upgrades are for customers who want to keep their original device and add a higher-tier model at a discounted price. If they want to swap instead of stack, it's a return.

No, the regular purchase does not come with slit-style tips. Alternative tip types exist in inventory and can be sent if needed. If a customer asks, note it in your outcome and refer to CS to arrange shipment.

The upgrade acts as a new order on its own timeline. The customer has 30 days from the upgrade delivery date to return the upgrade device. The upgrade pricing is an incentive to keep the original order (avoid return), so upgrade pricing and a return on the original order can't be offered together.

If a customer upgrades and then wants to return both (and they happen to still be within 30 days from their original order), those cases are handled individually by CS.

No. Do not recommend wearing hearing aids without domes, even though the original Pro user manual incorrectly suggests it as an option.

• Domes are the only retention the hearing aids have. Without them, the device won't stay seated in the ear canal.
• Domes are also the first line of defense against earwax getting into the speaker.

If a customer says they feel better without domes, they likely have a fit or sizing issue. Try a different dome size or style first.

Yes, Pro+ domes are compatible with the Pro. They are a little trickier to attach at first, but they fit.

If a customer wants a set of Pro+ domes for their Pro, mark the outcome as Other > Send Replacement Tips and CS will follow up with the order confirmation.

The models have different cord/insertion orientations:

• 2.0/3.0 model: Cord goes on the bottom.
• Pro model: Cord goes on the top.
• Pro+ model: Cord goes on the bottom (same as 2.0/3.0). The button should sit above the mic when worn correctly.

Note: The booklet that comes with the 2.0/3.0 shows the cord in the wrong spot, which has caused confusion. Refer to the how-to videos on the training site for the correct technique.

CS only sends three things based on the outcome you mark:

• Refund: Return portal link
• Upgrade: Upgrade / discount codes
• Replacement: Replacement order info

Anything beyond that is outside CS scope. Don't offer to have CS follow up for other reasons (sending videos, calling back about tips, etc.). If a customer needs something specific outside of these three, tell them to follow up with support by email or phone. You can share the customer-facing URLs yourself if needed.

This happens sometimes, especially with no-shows. In your post-meeting form, note how long you waited, how you attempted to reach out (call, etc.), and that no recap was available. You don't need to link a recording since there isn't one.

Search for the customer's name. If they already have notes from a previous meeting, search again with a number at the end (e.g., "John Smith 2" or "John Smith 3"). The portal will say "No Referral Found" and give you the option to create a new entry.

Our Google Meet number can sometimes be flagged as spam by phone carriers. Some carriers (like Verizon) offer paid spam-blocking services that may block our calls entirely.

What to do:

• Try calling again. If it still won't ring, make a note that you attempted to call.
• Send the meeting link via email so the customer has another way to join.
• If a customer says they never received a call, it's likely their carrier blocked it. There isn't a fix on our end.

Use your judgment. If you have time before your next meeting, it's fine to wait. If you're not available, let the customer know they need to reschedule using the link in their email.

If it's clear the customer isn't going to log on, call it, ask them to reschedule, and send them the video on how to log in. Make a note of how long you waited and how you tried to reach them.

No. Google Meet can only dial phone numbers in the US and Canada. If a customer has an international number, they need to join the meeting using the link in their email or text instead.

If an international customer is a no-show and you can't reach them by phone, note it in the portal and have CS follow up via email to reschedule.

This is a known intermittent issue where the customer sees your initials instead of your video feed, even though your camera is on and you can see yourself. It has happened across different customer devices (phone and computer).

There's no confirmed fix yet. Make sure your camera is enabled in Google Meet settings. If it persists, try leaving and rejoining the meeting. This issue is being investigated.

No. Never share the training site URL with customers. The videos and info on the training site are for internal use only. If a customer needs video assistance, share the public YouTube channel link instead.

Try a hard refresh: hold down the "Shift" key on your keyboard while clicking the reload button on the webpage. This clears the cached version and loads fresh. If that doesn't work, message Slack.

No, don't offer both together. The general rule:

• Return extension = okay if it gives the customer more time to practice your troubleshooting tips (and they might not need an upgrade at all)
• Discounted upgrade = the right option if the customer is ready to move to a new device and is forgoing their return/refund option
• Return extension + discounted upgrade together = not our standard approach

If a situation feels like it needs an exception, flag it for escalation rather than defaulting to both. When in doubt, just offer the upgrade link and leave the return window out of it.

Note in your portal entry that the customer has trouble with email. CS can endorse the customer to the call team, who will assist them with placing the upgrade order over the phone using the same link.