Opening Spiel:

Thank you for calling Harry & David, My name is Drei, how may I assist you today?

Step 2: (Empathy, Availability, Reassurance)
I'm sorry that you have experienced that type of inconvenience with our website(dictate the specific cx's concern)

Step 3:
May I have your first and last name, please?

Step 4:
so (cx's name) are you ordering for yourself or for someone else today? - follow to ask the desired item of the costumer.

Step 5: (if ordering for someone else)
may I know the recipient's first and last name please?
(followed by the shipping address)

Step 5:(if for self, proceed to payment)


Step 6:
(upsell) or (enclose greeting)








Step 7:
before we proceed to process your payment I just wanted to let you know that our call was recorded and monitored for security purpuses so let me mask the call for a while to process your payment so that your bank details wouldn't be recorded. (so that we could proceed to your payment).

Step 7: