Verbal Cues Protocol

• Determine if negotiation is still viable post-verbal cue

• Fully review the situation to understand the customer's concerns and grievances

• Negotiation: If negotiation is viable, formulate the best offer possible to address the customer's concerns. Utilize effective transition statements that would convey our commitment to presenting our best offer while remaining receptive to further suggestions or requests from the customer.

• Assistance: Seek Team Lead or support assistance to validate the proposed course of action

If further negotiation is viable, present options for resolution

If further negotiation will evidently aggravate the customer more, grant the request

Thank you for reaching out [Customer Name],

[ACKNOWLEDGEMENT Phrase + MIRROR critical words from customer's concern]. ASSURANCE].

Our goal is to provide a positive experience for every Muddy Mat customer, and we are committed to addressing your issue to the best of our ability. With that in mind, we'd like to keep your options open and give you our best offer:

[Insert best possible offer to address the customer's concerns, such as a replacement product, refund, or discount on a future purchase.]

I sincerely hope this offer helps resolve the situation to your satisfaction. However, if you feel it does not fully address your needs, please let me know. I am happy to continue working with you to find a solution that leaves you feeling heard and supported.

Customer satisfaction is our top priority. We value your business and want to maintain a positive relationship with you moving forward. Please feel free to share any additional thoughts or suggestions you may have - I am here to listen and do my best to find a resolution.

If there is anything else I can assist with, please don't hesitate to let me know. I look forward to working together to find a mutually agreeable outcome.

Thank you for reaching out [Customer Name],

[ACKNOWLEDGEMENT Phrase + MIRROR critical words from customer's concern]. ASSURANCE]. We truly value your business and feedback, as it helps us improve our products and services.

In an effort to resolve this matter quickly and to your satisfaction, we would like to grant your request of [state the resolution or action being taken]. We hope this helps put your mind at ease and demonstrates our commitment to addressing your concerns.

Please know that your satisfaction is our top priority. If there is anything else we can do to assist you, or if you have any other feedback you'd like to share, do not hesitate to let me know. We are here to support you and ensure you have a positive experience with our company.

Thank you for your understanding, and we appreciate your business.