CUSTOMER SERVICE
"Agent Quick-Reference Guide – Product Quality Complaints

DAMAGE ITEM Acknowledgment (Opening) “I’m very sorry that your item arrived damaged. This is not the standard we hold ourselves to, and I’d like to resolve this for you right away.”
RETRIEVAL PROCESS “To assist you further, may I please have the phone number used when placing the order? If that’s not available, the order number will also work so I can pull up the order details.”

DO YOU MIND HOLDING THE CALL FOR ONE MINUTE OR TWO SO I CAN LOOK ONTO THIS

THANK YOU FOR HOLDING AGAIN, WOULD YOU MIND HOLDING AGAIN FOR ANOTHER MINUTE SO, I CAN FIND THE BEST SOLUTION FOR YOU

I HAVE YOUR ANSWER NOW

AFTER RETRIEVAL- VARIFICATION “Thank you, [Customer’s Name]. For verification, may I please confirm the following details:

If you are the customer: your name and billing address

If you are the recipient: your name and shipping address”

RESOLUTION PATH

IF REPLACEMENT ACCEPTED “I’ll arrange a replacement for you right away. Please note that replacements will not reflect in your online account. If you’d like to check the status of the replacement order, kindly call us back and we’ll be happy to provide updates.”

IF REPLACEMENT DECLINE (Refund): “I completely understand. I’ll process a refund for the item. You can log in to your account, and within 30 minutes the order will reflect as Cancelled. Your refund has been successfully processed on our end, and it will post to your original form of payment depending on your financial institution.”

2.ROTTEN ITEM

ACKNOWLEGEMENT (Opening) “I’m very sorry that the item you received arrived in rotten condition. That is definitely not acceptable, and I’d like to make this right for you immediately.”

Follow the same flow as Damaged Item above

MELTED ITEM
Acknowledgment (Opening) “I sincerely apologize that your item arrived melted. We understand how disappointing this must be, and I’d like to resolve it for you right away.”

Follow the same flow as Damaged Item above

WARM ITEM (Should Have Been Cold/Fresh)
Acknowledgment (Opening) “I’m very sorry that your item arrived warm when it should have been delivered in proper condition. I completely understand your concern and want to fix this for you.”

Follow the same flow as Damaged Item above

SPOILED ITEM
Acknowledgment (Opening) “I’m very sorry that the item you received arrived spoiled. This is not the experience we want you to have, and I’d like to resolve this right away.”

Follow the same flow as Damaged Item above"

TSP H&D AS A THANK YOU FOR CALLING US TODAY, WE HAVE OUR GOURMET TREASURE CHEST A KEEPSAKE FILLED WITH PREMIUM SNACKS AND TREATS TO DELIGHT ANY OCCASION From 89.99 Down to 53.99 WOULD YOU LIKE THAT TODAY?

WLB AS A THANK YOU FOR CALLING US TODAY, WE HAVE OUR GOURMET TREASURE CHEST A KEEPSAKE FILLED WITH PREMIUM SNACKS AND TREATS TO DELIGHT ANY OCCASION From 54.99 Down to 39.99WOULD YOU LIKE THAT TODAY?

VT AS A THANK YOU FOR CALLING TODAY, WE HAVE OUR MSC WILD SOCKEYE SALMON POKE KIT - PREMIUM, SUSTAINABLY SOURCED SALMON READY TO ENJOY FRESH AT HOME. Down t34.99 24.99WOULD YOU LIKE TO TRY ONE TODAY?

AVOID DEAD AIR /HOLDING SPEIL One Moment please.

I will work on this quietly if you have any questions just ask me.

Please stay on the line I will work on that

Can I hold the call for a minute or two?

(transfer idle) I do understand your concern. But I have a limited access on that. The best way I can do is to transfer you to the right department.

One moment please while I'm checking on an available agent.

Thank you for calling (Brand), My name is . How can I assist you today?

OPENING/ CLOSING SPEIL
Thank you for having a business with (Brand) it's a pleasure speaking with you today. Have a wonderful day. Bye for now.