CALL FLOW AND SPIEL ETC.
 
Opening
AER
Verification 
" Thank you for verifying everything, ( Customer's Name ) would you mind if i place this call on hold for a minute or two while i review your order? "
Clarification
" Thank you for you Patience. I was able to pull up the order and may i have your name, your recipient's name and the delivery date of your gift?"
"For security purposes, can you please provide the cx's name etc...."

Resolution
" Thank you for you Patience. Since the Recipient received the plant in not a good condition, here's what I'm going to do.  I will process replacement for you  and also send a $15 Savings Pass that you may  use on your next purchase.

(Alternative  Resolution or CX insisted  another option )
" I understand that delivery will not work this time. Since ( What Happen to the order/ Item ) I will issue you a refund of the total of your order and send you $15 Savings? Would that be alright with you?

 Resolution Confirmation  to CX
" I have  ( What you did to the account ) Processed a (Detail of what you've done for a resolution ) refund amounting to $97.00 and it will post to your original form of payment depending on your financial institution . I have  also issued a $15SP that you will receive via email within  week.  Again, i am sorry for the inconvenience. 

Apologized to Customer/ Recipient for Certain Concern like Late Arrival or any Quality Issues.
 " ..... And Since we were not able to meet your expectations, would you like us to call the recipient to apologize for what happened?

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ASKING THE RIGHT QUESTION
 
For you Guys, What comes in your mind when you hear about asking the right question?

Asking the right questions is about purposeful inquiry, using open-ended prompts (Who, What, Where, When, Why, How) to gain deeper understanding, drive innovation, and control conversations by seeking clarity, exploring unknowns, and avoiding simple "yes/no" answers, leading to better solutions and stronger connections through active listening and follow-ups. It's a key critical thinking skill that shifts focus from knowing answers to uncovering them.  

A "sympathy question" typically refers to an inquiry showing you care about someone's hardship (e.g., "How are you feeling?"), or questions about the concept of sympathy, often contrasting it with empathy, or analyzing it in literature like Langston Hughes's poem "Sympathy," asking what it means to feel for someone else's troubles. It's about expressing concern for another's misfortune, not necessarily sharing their exact feeling. 


Examples of Sympathy Questions (to ask someone)
"I'm so sorry for your loss. Is there anything I can do?"
"How are you holding up?"
"I'm thinking of you during this difficult time." 


When you're during an agent what some right question you can you ask to your customer ? if you asking about delivery ?