1st:		Opening Spiel		
Thank you for calling [BRAND] my name is [YOUR NAME] How can
I assist you today?
(after the customer say his concern, use EAR to respond with the customer)

2nd:		THIS IS JUST AN EXAMPLE, IT DEPENDS ON THE CUSTOMER'S
			CONCERN
"I deeply apologize for the inconvenience, I understand how frustrating it is but rest assured that I'll stay on the line until we resolve this issue, okay?"

3rd:		Ask if he has the order number and then pull up his order. 
			If he said he doesn't have an order number, try to pull up
			his order using phone number or last name and zip code.
"To check your order, can I have your order number please?"
		*customer provide the order number
"Thank you for providing your order number, please give me one moment to pull up your order."

4th:		After you pull up the order, verify the customer's information.
If the customer is verified in your dynamics:
	"Am I speaking with [customer's name]?"
	"Is your billing address still in [customer's billing address]"
If the customer is NOT verified in your dynamics:
	"For verification purpose, can I have your full name please?"
	"Can I also have your billing address?"
	"Thank you for providing those information"

5th:		Verify the customer's concern
"Just to clarify my understanding, you received your package damaged. Is that correct?"

6th:		Check the item/product if it's less than $200. If YES, proceed to the 
			resolution which is PROCESS REPLACEMENT. If it's more than
			$200, inform your TL or any available TL to proceed with your next 
			step.
If the Item is less than $200:
"I can process a replacement for your order with no additional cost. How's that sound?"

7th:		If the customer agree, process the replacement.
"Please give me one moment to process your replacement."
	use a proper SOFT-HOLD for your QA points.
"You can't hear me for a while, but I'm still right here and I'll let you know once I'm done processing your replacement." and then MUTE your mic

8th:		Inform the customer.
"Hello? Thank you for patiently waiting, your replacement should arrive by [DATE]. Does that work for you?"
	*Customer agree
"Perfect! I already process your replacement, [say the item, recipients name and address, and expected delivery date]

9th:		Offer follow up assistance
"Is there anything else I can help you with today?"

10th:	Closing spiel
"Thank you for shopping with [BRAND] it's been a pleasure speaking with you today, have a wonderful day"