Program Overview
What this program is, why it exists, and the mindset that makes it work.
This consultation program was designed to reduce refunds while simultaneously providing a better customer experience. Reducing refunds was the primary goal. Now, the goal is to prevent refunds. Everything on this site supports that objective.
Most customers return hearing aids not because the devices are broken, but because they don't know how to use them correctly. A single call usually fixes that.
How It Works
Customers who request a refund are offered a free 30-minute video consultation with a hearing specialist before the refund is processed. This is one of the most effective tools for reducing returns while genuinely helping customers get value from their purchase.
Outcomes, in Order of Priority
Every consultation ends with one of these outcomes. Your goal is to work toward the best one for the customer, starting from the top.
Return extensions: If a customer is on the fence, you can offer to extend their return window as a gesture of good will so they have more time to decide. In this case, you would still mark the meeting as a save, since the customer has not expressed the need for a return in that moment.
The portal outcome should reflect what was decided on the call, not what might happen later. We correct any changes at the 60-day outcome check, so specialists just need to record the initial result so we can take the correct action after the call.
Meeting Types
Meetings aren't one-size-fits-all. The type of call you're on shapes your approach. These aren't rigid categories; they're a spectrum. A welcome call can turn into a troubleshooting session. An out-of-window case might lead to an upgrade conversation.
The Five-Step Shape
Regardless of meeting type, every call follows the same general shape.
| # | Step | Key action |
|---|---|---|
| 1 | Open with empathy | Let them fully explain. Don't rush to fix. |
| 2 | Identify the issue | Which model? Which ear? When did it start? |
| 3 | Troubleshoot step by step | One step at a time. Pause and wait. Use video. |
| 4 | Determine outcome | Sale save, upgrade, replacement, or refund. |
| 5 | Close clearly | Confirm next steps. Customer feels supported. |
Seeing a customer insert the device tells you in seconds what's wrong. If the Google Meet link fails, try calling the customer's phone directly through the meeting to talk with them. Audio-only is fine as a last resort.
Pre-Meeting Checklist
Run through this before every call. It takes about 2 minutes and prevents the most common meeting issues.