CALL FLOW

Call Flow with script.

1. Opening Thank you for calling Bath and body works this is Eva how can I help you?

2. AER- • Damage

• I apologized for the damage items you have received don't worry I will check your order and find a better option for you. May I have your order number Please? (go to #3)

• Missing

• I know that you are confused with the missing item on your package, just let me check your order on our system and find a better option for you. May I have your order number?

• Incorrect Item I am sorry that the item you received does not match from what you have ordered, no worries I will check it for you and find a better solution to this. May I have your order number.

• Late delivery I’m sorry to hear that your package hasn’t arrived yet. Let me check what I can do for you. May I have your order number.

• place order.

• I am glad to assist you with your order..... or Sure I can definitely assist you with your order. My I have your order number please.

• Looking for an item to purchase Great, because we do have a lot of promos for today. Let me recommend one for you. By the way what particular product you are looking for? And what scents do you prefer? (go to #3)

1. Verification Say: Just to verify that I pulled up the right order details

• May I have your name on the order?
• your email address you use?
• and lastly your full shipping address?
• (or you can verify the item she orders for missing and damaged. if cannot provide an order number or if the item is damage/missing/incorrect) • Probing question:
• Can you tell me more about the issue?
• what item is damaged? Or what item is missing?
• what item is incorrect from your order. (got to #4)

1. Hold Thank you for the information that you provided. I will check the availability of this item. By the way let me also inform you that it will take 3-7 business days before you received the reship item (s) would that be ok for you? Thanks, and can I put you on hold for 2-3 minutes, while I'm checking the availability of the item (s). (go to #5)

2. Communicating action take Thank you for patiently waiting, I have good news for you the item is available. So, let me go ahead now and process the reshipment, and by the way you will receive an email confirmation with your replacement details within 24 hours. and you will also receive an email confirmation with the tracking number and link to the carrier when your order shipped. You can expect to receive your package within 3-7 business days. with totally no cost at all, and please disposed all the items (for damage only) properly for your safety, thanks. (Go to #6a)

• If Product is not available: Thank you for waiting, upon checking, I am sorry to inform you that the item is not available as of this moment. What I can do here is to give you a credit and try our other products. (go to #6b. probe what product she likes aside from what she ordered)

1. Product recommends. (building shopping bag a. I am done with the process of reshipment and by the way as I have notice, you constantly love purchasing item which belongs to (Choose: body and skin care products, Home care products, or hair products)

b. and do you also consider buying (Product category) care products? and want kind of scents do you prefer? That's awesome because I have here (Name of the product) that you would really like, since it gives your (skin, hair, room, house, etc refer to the website Features and benefits)

• All right let me go ahead and add it now to your bag.

c. or if cx says No then say. No worries, if in case you still have another item on your mind you can always visit our website for latest promo offer and grab the opportunity to avail our top selling items. (go to #7)

1. Closing Is there anything else I can assist you today?.... Alright, thank you for contacting Bath and body works, have a scent-sational day, bye for now!