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ACKNOWLEDGEMENT
I apologize that you (Concern). I'll be more than happy to assist you. May I know whom I have pleasure speaking with today?
Hello, thank you for chatting with us today! I am sorry to hear that you _____, I am happy to help! May I ask who I am chatting with today?
May I know whom I have pleasure speaking with today?
VERIFICATION
Authenticated : (check if naka-VISITOR if tama name verify Lname)
May I please verify the complete shipping address, phone and the first and last name of the person this order is being shipped to?
May I have the First and Last name, complete shipping address and order number on the account?
HOLD SPIEL
Thank you for providing this information. Please wait 1-2 minutes to check this for you.
May I request to put you on hold for additional 1-2 minutes. I'm still checking and working this for you.
I'm still processing your order, (issue), Please bear with me
I appreciate your patience, I'm almost done processing your (issue).
HOLD CHECK AVAILABLE ITEM
Please wait 1-2 minutes to check the availability of the item. Before we can process a replacement to your order.
COMPLIMENT
Great choice, (CX name)! We sell a lot of these (perfume, bra, panty order CX).
The (CX item) in your order is very popular, (CX name)! they sell fast, so it's good you're snagging yours now!
I love the (item) you purchase in this order. Great choice!
LIKE FOR LIKE
I love the color of this (CX item) you've ordered. Great choice! We also have this in blue, praline and so much more. What colors shall I check for you? Here is the link:
RECOMMENDATION
PANTY
I love the color you chose for this (panty cx order) Great choice! Would you like to check the Logo Cotton Hiphugger Panty, features our signature stretchy logo waistband. Which color or size should I get for you? Here is the link: bit.ly/48G1rvB
BRA
I'm glad to assist you today! Would you like to check our Lightly Lined Smooth Strapless Bra? since it can be worn five different ways for coverage under any top or dress, now with fully adjustable straps. What size or color shall I order for you? Here is the link: bit.ly/3NZpo7F
PJ's (short)
I love the (product name) that you ordered. Before you go, I wanted to let you know that we’re having our Most-Loved PJ's Celebration. Discover the ultimate in luxury with our Glazed Satin Short Pajama Set. Amounting to $74.95. Item Number:11253923. These silky sets feel as amazing as they look, perfect for a chic night in. With soft, smooth satin fabric, our Satin Sleepwear Set offers a perfect fit and elegant style, making it a fan favorite. Available in gorgeous colors like blush pink and navy, it's perfect for treating yourself or gifting someone special. What color and size should I check for you? Here's the link: https://bit.ly/4fGR9y5
PJ'S (LONG)
I love the (product name) that you ordered. Before you go, I wanted to let you know that we’re having our Most-Loved PJ's Celebration. Stay cozy and warm with our Flannel Long Pajama Set. Amounting to $45. Item Number:11253403. Perfect for those chilly nights or lazy mornings, these pieces are made from ultra-soft fleece that wraps you in comfort. The Fleece Robe is perfect for a little extra warmth, while the Fleece Pajama Set gives you the full cozy experience. These sets are great for keeping comfortable without sacrificing style. What color and size should I check for you? Here's the link: https://bit.ly/48NZpcC
FOR CSAT:
Oh, I should be the one thanking you for giving me a chance to help you today. Your effort and patience throughout our chat are highly appreciated. I am glad that we are able to sort this out together.
CLOSING SPIEL
Is there anything else I can help you with today?
Is there any other question or assistance that I may serve you I just wanted to make sure everything is covered before we part ways?
Welcome! I appreciate you allowing me to assist you with (concern of CX). We are delighted to have you as part of our Victoria's Secret family. Have a great day! ♡♡
Thank you so much for choosing Victoria's Secret! I appreciate you allowing me to assist you with (concern). And I hope you enjoy the rest of your day, (CXname)! ♡♡
BUMPING/UNRESPONSIVE CX - (PLEASE FOLLOW THE 2-1-1 METHOD - no response)
Hello, I don't mean to rush you I just want to confirm if we still connected?
Hi (cx name), Are we still connected?
I apologize but I was not able to receive any further response. Incase you have other concerns, please do not hesitate to reach us back for us to assist you. Thank you for choosing Victoria's Secret, (CX NAME)! Have a great day!