Service Script 2

Service Script CUSTOMER SERVICE -

🗣️"Thank you for calling [BRAND], my name is [NAME]. How may I assist you today?"

➡️LATE DELIVERY: "I sincerely apologize that your gift did not arrive on time. I would be glad to help you resolve this"

➡️DELIVERED WRONG: "We appreciate your time letting us know that you have received a different item instead of what you purchased. I'm very sorry for the inconvenience. I would be glad to check on what happened to your order."

➡️NOT EXPECTED: “I can see how surprising it must be to get something you didn’t expect. I’m sorry for the confusion this has caused. I’ll check why this was sent and make sure you get the correct item."

➡️QUALITY ISSUE: "Thank you for reaching out to us. I apologize for your dissatisfaction with "THE ITEM". I would be glad to check on that and make amends with you."

➡️STATUS CHECK: "I appreciate your time checking on your order. I would be glad to check the status of your gift."

➡️PRODUCT INQUIRY: "I appreciate your interest in our products. I would be glad to check that item for you."

➡️PRODUCT INFO: "I sincerely apologize that the information on our website is insufficient for your needs. I would be happy to check this item for you. May I have your item number, please?"

➡️EARLY DELIVERY: "I sincerely apologize your gift arrived than expected. I would be glad to resolve this for you."

➡️NON DELIVERY: "I do apologize that your gift was not delivered. Let me check the order and see what happened so we can make amends."

➡️WEBSITE ISSUE: "I'm truly sorry to hear about your difficulties in our website. I would be glad to assist you. May I know what part of the process are you in?"

➡️CHANGE: "I sincerely apologize that you are unable to change "SOMETHING" in your end. Let me check your order and see if changes is still possible."

➡️DISCOUNTS: "I'm sorry to learn that the promotion code is not working on your order. I sincerely apologize for the inconvenience. I'd be happy to check and see if I can get that coupon applied for you."

➡️CANCEL: "I understand that you wanted to cancel your order. Let me check your order and see if we can still cancel the order to comply with your request."

➡️PRICE DIFFERENCE: "I apologize for the confusion in the prices from the catalog and the website. I'll be glad to double check in our system."

➡️PASSPORT: "We are very sorry that you are still charged for the shipping of your order even though you are a Passport member. I would be glad to check your membership and get that applied for you."

➡️REQUEST CATALOG: "I appreciate your interest in our products. I'll be glad to add you in our mailing list and send you our catalogs."

➡️REMOVE CATALOG: "I understand that you do not want to receive catalogs and email advertisements from us anymore. I sincerely apologize for the inconvenience it may cause. I would be glad to comply with your request, may I have your email address or customer number please?"

If customer is verified in dynamics, confirm the customer's information. 🗣️ "Am I speaking with…?" If customer is unverified in dynamics, verify:🗣️"I'm going to ask some information about you. "For verification purposes, can you please verify your…" ➡️Name: ➡️Billing Address:

Retrieve Order in Order Research or in IBM ➡️Phone Number: ➡️Last Name and zip code: ➡️Order Number:

"Thank you for providing that information"

"So to confirm, your concern is about "REASON". Alright! One moment please."

RESOLUTION GUIDES: ➡️Spoiled, Poor Quality/Didn't Like: Offer Apology :(50% Spoiled) Partial Replacement [01017] : (More than 50%) Replace same item or comparable item [0249] : (Replacement not accepted) Refund the item [02457]

➡️Damaged: Offer Apology : (50% Damaged) Partial Replacement [01017] : (More than 50%) Replace same item or comparable item [02479] : (Replacement not accepted) Refund the item [02457]

➡️Early Arrival: Offer Apology : Provide information for storage until event or holiday [01344] : Apology Email, or Call to Recipient [02651] : Replace for requested date [02479]

➡️Late Arrival: Offer Apology : Determine if arrive late [02901] : Refund Shipping for item (20% off item if passport/free shipping) [02330] : Apology Email, or call to recipient [02651] : Refund Item [02457]

➡️Non-Delivery/Delivery Method Issue: Offer Apology : Determine if still in transit [02901] and offer check up call to recipient [02651] : Replace same or comparable item(up top $10 more) [02479] : (carrier issue) May need to specify FedEx [03442] : (Not accepted) Refund [02457]

➡️Greeting Issue: Offer Apology : Make corrections in order [02898] : Apology to email or call to recip

🗣️“To make this right, I can offer you a replacement, or a refund—whichever works best for you.” Replacement: 🗣️“Do you want us to send a new item, or are you okay keeping the current one?”, "What item do you like to have?"

Refund: 🗣️"Give me one moment, I will process a refund for you"

OFFER TSP: 🗣️"While we’re fixing this, as a further apology, I'd like to offer you our premium quality and delicious [item], that amounts to [SALE PRICE], [ORIGINAL PRICE], [DISCOUNTED PRICE]. Would you like this for yourself or someone else?

➡️If customer say yes to the selling item: Place Order

➡️If customer say no to the selling item: Continue processing the service

Confirm that you already help them with their concern.

🗣️"Have I addressed and resolved all of your concerns today?"/ "Is there anything else I can help you with?"

🗣️"Thank you for calling [BRAND], have a wonderful day."