1.GREETINGS AND VERIFICATION 
> Thank you for calling Harry and David. My name is Ianna. How can I assist you today? 

IF CUSTOMER MENTIONS AN ISSUE WITH AN ORDER. 
>I'm sorry to hear you're having a trouble with your order. I'll be happy to help with that. May I please have your ORDER NUMBER  or the NAME and ADDRESS associated with the order. 

VERIFY: 
> Customer name                  > Recipient name ( if applicable _)  
> Shipping Address               > Phone/ Email on the order

2. EMPATHY AND ACKNOWLEDGMENT 
> I  understand how disappointing that must be." 
> Thank you for your patience - Let's get this resolved right away. 
> I'm so sorry  your gift didn't arrive as expected." 

3. IDENTIFY THE ISSUE 
> was the item damaged, late , spoiled