Spiels

OPENING SPIEL*

*Thank you so much for calling Target.com, my name is ---- how may I help you?

Thank you for raising that concern to us and thank you for remaining so positive. There's nothing to be worry, you've reached the right person. Rest assured I will do the very best that I can to assist you. To start with, may I have your order number please?

It is (Order Number) Did I got correctly?

While I'm pulling up my resources, can you please verify to me your first and last name and your email address on the account

POWER RECAP

Before I let you go, I just wanna make sure that we are all set regarding on your concern.. so what I did for you today is ______.

I hope Target and I was able to resolved your concern and aside from this, is there anything else that I can possibly help you with?

***DELIVERED BUT NOT RECEIVED ***

Would you mind me asking.

Have you already check your backdoor? Cause sometimes there's a scenarios where our courier tends to leave the package there. Or have you already ask your neighbors or relatives that they might received the item for you?

Just to make sure we have the correct address it is (Address

Sometimes we've seen our carriers mark packages delivered up to two days before our guests receive them.

Carriers may mark packages delivered in error. Errors are usually identified at the end of the day when drivers review the remaining packages in their trucks. These errors are very often corrected within one to two days.

Is it possible for you to wait for another 24-48 hrs. for the shipment to arrived? because there's a big possibility you will received the item by the next day. If in case the package still did not show up after 48 hrs. that's the time you can give us a call back and we will provide corresponding option for you.

I will provide here a reference number for the assurance of our call today (provide case number)

DAMAGE ITEM

In behalf of target, I do apologized that you receive the item damage but since you have me on the line I can guarantee you that we'll going to provide you the best resolution. May I know how is it damage so that I can provide documentation regarding to what you experienced.

MISSED EDD

I’m sorry your order didn’t arrive on the date you expected it will be delivered, I know how it feels for not getting the item I ordered so rest assured I will definitely help you.

CHANGING OF ADDRESS*

Normally we can change shipping address once the item/order was in transit but in this scenario the order was only order placed and not really in transit so it will be in transit status once the order/shipment arrived to the facility of the carrier and you will see these updates on the tracking status once it arrived on the carriers facility and that is the best time to call us back so we can contact the carrier and request to change the shipping address on the order

PROMOTIONAL GIFTCARD

Your promotional gift card was shipped separately. Because free gift cards ship separately, we need to assign them a value in order to process and ship them to you.

You'll notice two separate charges on your payment method.

When a free Target Gift Card is offered with a qualifying item, you'll be charged the amount of the qualifying item reduced by a Target discount equal to the amount of the gift card, and you'll be charged a separate amount for the value of the gift card.

The combination of the two transactions will total your original order amount, so you're not being charged additional for the gift card.

*AUTHORIZATION HOLD or DOUBLE CHARGE

I apologize for the confusion you are having right now .The billing you see is not an actual charge, this is just the initial total amount once you placed an order here in Target.com, and the breakdown you see is the actual charge happening in your account once the order was being picked up to our warehouse. Rest assured that you are not double charge.

The 1st amount is just a representation of the total amount of the item purchased that you will be paying.

The 2nd amount is the amount that will be charge to the account once the item has already been picked up from our warehouse.

FRAUD//HOA*

I just want to let you know that there are certain items restricted to us to provide an option for the moment and only our higher department can provide resolution on those items, these items you are pertaining to belongs to it. But you don't need to worry cos I already submitted here a report to our back end team and they will conduct now a thorough investigation along with our carrier about this issue.

You may expect an email resolution from our order research team within 1-7 business days. I hope you could understand that we need to conduct first investigation on this concern of your but rest assure Target and I won't leave you behind without resolving this concern what I can highly suggest for you now is to check your email from time to time thank you so much

PRICE MATCH/ COMPETITORS SALE VS TARGET

I understand you want to get a price adjustment on this item. However, upon checking our price adjustment policy we are unable to process it since the item on our competitors list is already on sale, but I can definitely help you to find a similar one.

I definite understand that being able to get the price adjustment will give you savings and i know how important it is for you but after checking on our price match policy, the request did not meet the qualifications for the adjustment specifically because of (----)

***PRICE MATCH IN STORE PURCHSASE ***

We will be more than happy to help you with your In-store price matching request. Before I connect you to the correct team, I would like to share the fastest way to get your price adjustment refunded back to your original form of payment is by visiting us in store. A team member at our Guest Services desk will be able to further assist with your request same day. If you would like to continue with this request by phone/chat, the refund will come back to you in the form of an electronic gift card within 2-3 days for any eligible items. Which option works best for you today?”

PRICING ERROR

We really do apologized for the inconvenience . We know for sure that you get wanted to get the order but rest assured that we are fixing this out here on our end. all you need to do is wait for an email notification regarding the best possible resolution that target can definitely offer.

ORDER PICK UP NOT YET READY*

Orders placed online and set up as Order Pickup are ready for the guest to pickup about four hours after the order is placed.

Our store team member is working as quickly as they can to fill all of the order and you will receive an email once it's ready for pickup if it's been more than 2 hours.

Note: Select stores may take up to 6 hours to have the order ready. Refer to the item's detail page or review timing in guest's cart. The hold window begins when the guest receives the Ready for Pickup email.

Note: Orders that contain fresh & perishable items will not have the option to extend the pickup window as these items can't be extended due to food safety.

***EMAIL BEING USED ON DIFFRENT ACCOUNT

Because this email is already in use on a different Target account, we’re unable to modify this account. If you’d like, we can disable this one and send you a password reset for the account that has the correct email.

***GUEST WOULD LIKE TO CHANGE EMAIL ON THE ACCOUNT BUT HAS NO ACCESS TO THE OLD EMAIL

To protect your Target account, we cannot change your email address if you don't have access to this email account. You will need to create a new account with a new email address. if you’d like, I can disable this account for you.

*** TECHNICAL ISSUE SPIEL***

We experienced a technical issue, we apologize for any inconvenience this may have caused and our technical team is working on the issue and the issue was about to be fix within few hours. Please give us a call back with a couple of hours and it will be highly appreciated

DISCONNECTING SCRIPT

May we please conduct this conversation in a professional manner? I would be happy to help you. I know you’re upset, however I need you to keep the conversation professional or I will have to disconnect. I have asked twice that we keep the call professional and will now have to disconnect this call. I will ensure our conversation is thoroughly documented. Thanks for contacting Target.

GUEST NOT ACCEPTING FINAL RESOLUTION

We have given you all of the information we have at this time. If there isn’t anything else I can assist you with today, I will have to disconnect to assist other guests. I'm sorry, but at this time I will need to disconnect. If you need to reach out for anything else, your case number is (case number). Thanks for choosing Target.com.

POSITIVE SCRIPTING

I know you've talked to diff people before me, but we want to take full accountability as we are representing one name only which is Target

Rest assured, these are all gonna be reported to send feedback so that we can provide better service for you moving forward.

I hope even with this experience, I was able to make your day a little bit better and that we can still see you here in Target.com or even on our stores.

****GUEST IS ASKING FOR SUP CALL// DE ESCALATE

I totally understand and respect your decision that you would like to speak a supervisor , No worries I can definitely get you over to him / her.

Would you mind If i can place you on hold while I'm trying to get my supervisor Attention

Thank you so much for patiently waiting on the line. My supervisor can't take this call as of this moment because she / he is currently engaged on another call so it might take long if we wait for him / her.