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SERVICE SCRIPT:

OPENING SPIELS:

"Thank you for calling [BRAND NAME], My name is Josh. How may I help you today?"

"Sure! I would be more than happy to assist you with your order?"

EMPATHY STATEMENT:

INFORMATION RETRIEVAL: "Before we start, May I have your first and last name, please?"

"And your street address, please?"

"Thank you for that information [CUSTOMER NAME], let me spell your name, your name is [SPELL IT OUT]... and your street address is..."

"May I also have your email address?"

"May I put you on hold for a couple of minute so that I can retrieve your order, would that be okay for you?"

"Okay, thank you so much!"

CONCERN:

"Thank you for patiently waiting [CUSTOMER NAME]. I already see your order details and you mentioned earlier that [CONCERN]... and I'd like to resolve this for you right away"

"I already...

TELEPHONE SPECIAL:

AS A THANK YOU FOR CALLING TODAY WE HAVE OUR SWEET, JUICY ROYAL RIVIERA PEARS ON SALE ALONG WITH FREE SHIPPING. THEY ARE EXPERTLY GROWN IN OUR ORCHARDS, HARVESTED GENTLY BY HAND, AND PACKED TO ARRIVE IN PERFECT CONDITION. WOULD YOU LIKE TO GET THIS FOR YOURSELF OR SURPRISE SOMEONE SPECIAL TODAY?

PAYMENT: Your new order total is

CLOSING: "Is there anything else I can help you with?"

"Wonderful! Thank you for calling with [BRAND NAME]. It's been a pleasure speaking with you today, have a wonderful day!"