CS Scenarios and Policies

4. Our Website Network

• 4.1 In general, keep customers on the same site they entered through
• 4.2 If Necessary to Redirect, Explain that you're sending a link to our Sister Site
• 4.3 Knobs.co is our Preferred Site, if Redirection is Necessary
• 4.4 Be on the Lookout for Customers Looking for the Manufacturer, not us

3. Professionalism and Tone

• 3.1 Our Customers are our Peers, we're neither deferential nor superior
• 3.2 We always use proper Capitalization, Spelling, and Grammar (with our customers and with each other)
• 3.3 Show Empathy. We're on the Customer's Side!

2. Trade Professionals Not Yet Signed Up

• 2.1 Chat Visitor Clicks Trade Professional Box
• 2.2 Email Address is from a Trade Company

1. If We Don't Have What The Customer Wants

• 1.1 The Product is Out of Stock
• 1.2 Customer Wants a Brand We Do Not Carry