Retention Script
Retention Script
Embedded Files
Greeting & Introduction - Outbound
Greeting & Introduction - Outbound
QA Hot Tip: FTC mandates notice of call recording.
"Hello, my name is [Agent Name], calling you back from MiamiMD customer service.
I must advise, this call is being recorded for quality assurance and training purposes.
The reason for my callback is to assist with your recent inquiry regarding ."
Voicemail Spiel
Voicemail Spiel
QA Hot Tip: FTC mandates notice of call recording.
Hello, this is [Agent Name] calling from MiamiMD customer service. I’m following up regarding your recent inquiry about your(name of the product) order.
Please give us a call back at 844-829-8772 at your convenience so we can assist you.
Again, this is [Agent Name] with Miami MD — we look forward to speaking with you. Have a great day
Greeting & Introduction - Inbound
Greeting & Introduction - Inbound
Call Handling
Tonality is warm and friendly. Remember to smile!
Agent: "Thank you for calling Miami MD, Age Defying Skin Care. My name is [Agent Name], how can I support your skincare journey today?"
Customer: "I need to cancel my order."
Agent: "Ok. Let me pull up your account. May I have your full name? [pause] And your telephone number? Perfect, and for security, can you verify your email and shipping address to validate the account? Thank you for that information."
Account Review & Probing Questions
Account Review & Probing Questions
Active Listening
Do not interrupt the customer.
Let the customer fully share their experience before jumping in with save offers.
This builds trust and ensures they feel heard, resetting the tone of the call.
Agent Account Review:
"My system shows an (order/subscription) placed on [insert order date], for [insert product name] totalling [amount]. It looks like it was part of our Subscribe & Save program, which gives a nice 10% off automatically."
Customer Response:
"Yes, I want to cancel the subscription (order) for ."
Agent Probing Question (Transition):
"I can absolutely help with that. Before we proceed, may I ask—what was your experience like with the product?"
Refund Requests Outside 60-Day MBG
Refund Requests Outside 60-Day MBG
Call Handling: Stay calm, listen fully.
Acknowledge frustration, gently restate policy, then pivot to solutions.
Empathy over defensiveness; support over denial.
“Thank you for explaining that — I understand your concern.”
“I want to be transparent with you. Our refund policy covers orders within 60 days, and this purchase is just outside that window.”
“While I’m not able to issue a refund in this case, my goal is to make sure you still feel supported and that we find the best possible way to move forward.”
“Many customers reach out around this time because (name of the product) works gradually, and it can take a little consistency before they notice the full benefit.”
“If you’d like, I can walk through how to get the most from what you have — or we can look at another option that may work better for you.”
[Gracefully bring the call to a close.]
If customer threatens chargeback: “I understand why you’d consider that. My goal is to resolve this with you here so you don’t have to go through that extra process.”
“As a courtesy, I can offer a Miami MD store credit for $[initial purchase minus taxes and shipping], which you can use whenever you’re ready — either to reorder or to try something else.”
“Shall we proceed?”
[If the customer declines, apologize for the inconvenience, and gracefully bring the call to a close.]
Save Step 1 - Educate on the Value of “Subscribe & Save” + Change Frequency
Save Step 1 - Educate on the Value of “Subscribe & Save” + Change Frequency
Core Objectives
Identify Timing Issues
Offer Extended Intervals
Emphasize Value Retention
Be Curious & Probe
Ask probing questions to better understand the real reason behind the cancellation or refund request.
Uncovering the true objection allows you to position the "Subscribe & Save" benefits effectively.
Objection: "Are you receiving too much [product name]?"
Yes Response (Flexible Solution):
"Totally get that—it’s easy to build up a stash! One great thing about our Subscribe & Save program is that it’s flexible. You’ll keep your discount, and we can push your next shipment out by (3/6) months. This way, you won't lose your member pricing, and you won’t feel overwhelmed with product. Ok?"
No Response (Alternative Path):
"I just want a refund/return the product."
Action: [Walk them down to the next save step, the gift card]
Save Step 2 - Gift Card + Pivot to Other Options on the Website
Save Step 2 - Gift Card + Pivot to Other Options on the Website
QA Hot Tip:
Speak with a calm and confident tone—acknowledge the concern and shift focus to problem (skin) vs. solution (our product).
Call Handling:
Become the product expert, pivoting to the value of a similar product.
Pro Tip:
Become a product expert! Know the benefits and key ingredients of all MiamiMD products to make confident, personalized recommendations.
Customer Objection:
"It just didn't work (I didn't see the results I expected)."
Agent Response (Educate & Alternative Offer):
"I understand. [Briefly review the benefits of the purchased product—e.g., 'Intensive Eye Repair Serum' hydrates and targets fine lines under eyes, reducing puffiness, crow's feet, and improves elasticity.]"
"I have a similar product, it's our [Instant Wrinkle Eraser]. With it, you'll notice an immediate skin-tightening effect around the eyes, forehead, and mouth. It smooths skin, offering a lifted appearance for hours. Have you seen this on our website?"
"It can offer the same benefit as [original product], and it's best when [provide usage/application]."
The Save Offer (100% Value Gift Card):
"Rather than return the product, I'd like to offer you a gift card for 100% of the value of your purchase—that's ($xx.xx) which you can use to try anything else on our website. Can I get the gift card for $xx.xx set up for you?"
Save Step 3 - 30% Refund
Save Step 3 - 30% Refund
Key Guidelines
Smile through your voice.
Sound like you genuinely care—not like you're negotiating.
Convey confidence in the product.
The Save Offer (30% Refund):
“I completely understand. We want to make this right. I can offer you a 30% refund—in the amount of ($XX.XX) if you would give the product a bit more time—sometimes results begin showing after 6-8 weeks of consistent use.”
Yes Response (Process Refund):
“Excellent; I’ll process the refund of ($XX.XX) which will be returned to your card within 7-10 business days with no need to return the product.”
No Response (Next Offer):
“Let me share one final offer...”
Action: [Walk them down to the next save step, the 50% refund]
Save Step 4 - Final Offer – 50% Refund
Save Step 4 - Final Offer – 50% Refund
Key Guidelines
Stay calm and composed—no hard sell energy.
Use empathetic, confident "final courtesy" language.
Present this as a genuine courtesy, not a high-pressure tactic.
The Save Offer (50% Refund):
“As a final courtesy, I can refund 50% of your order—that's ($XX.XX) if you'd be willing to keep the product and give it a little more time.”
Yes Response (Process Refund):
“Excellent; I’ll process the refund of ($XX.XX) which will be returned to your card within 7-10 business days.”
No Response (Next Steps):
“Understood. I will provide the return information. Can you grab a pen and paper?”
Cross-Sell Offer (Base the cross sell offer from product matrix)
Cross-Sell Offer (Base the cross sell offer from product matrix)
Key Guidelines
Ask: Gently transition by asking about skincare goals & primary concerns (fine lines, dark spots, firmness).
Recommend: Open the door to recommending another product specifically designed to meet their needs.
Offer: Present a targeted pairing suggestion with an exclusive, immediate discount.
Skincare Goals Discovery:
“By the way, since we're talking skincare goals—what's the biggest concern you're working on right now? Fine lines, dark spots, firmness?”
Customer Response:
“Yes... [shares skin goals or concerns]”
The Pairing Pitch & Exclusive Offer:
“Got it. You know, we've got something specifically designed to target that [product]. A lot of our customers pair it with what you already have for even better results. And since you're on the call with me, I can offer that at an exceptional discount.”
Adverse Events | Medical | Dr. Advised Against
Adverse Events | Medical | Dr. Advised Against
Key Guidelines
QA Hot Tip: Remain calm and professional. Express genuine concern and care.
Safety First: Never provide medical advice or diagnosis. Document and escalate appropriately.
Action: Use customer's exact words to document symptoms. Offer a full refund with no return needed.
Empathy & Investigation:
“I'm so sorry to hear that you experienced a reaction. Your health and safety are incredibly important to us. I'd like to report this to our Quality & Compliance Team so they can review it right away. May I ask a few quick questions about what happened?”
Required Follow-up Questions:
• What specific symptoms did you experience? • When did the symptoms begin?
• Were any other products used at the same time? • Have you consulted with a medical professional?
Resolution & Refund:
“Thank you for bringing this to our attention. I'll make sure this is documented and escalated to our internal team. I'll also go ahead and issue a full refund for your order. That amount will be returned within 7–10 business days. There's no need to return the product.”
Close The Call - Recap & Warm Exit
Close The Call - Recap & Warm Exit
Key Guidelines
Document: Document symptoms using customer's exact words.
Safety: Avoid medical advice or diagnosis.
Refund: Always express concern and offer the refund—no return needed.
Close The Call - Warm Exit:
“Thank you again for giving us the chance to support your skin journey. If you ever have questions, tips, or even just want to share results—we love hearing from our customers. My name is [Agent], and it's been a pleasure assisting you. Wishing you glowing skin and a great day!”
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