Shared snapshot

Opening spiel. reiterate/empathy: for irate customer: I can transfer you to our supervisor however, I want you to know that I am fully trained I can help you resolve your any concern. EMPATHY = I take ownership of the concern that you have raised. I will look into the details of your order and will figure out what happened. = I assure that your issue will be resolved right away. = I understand where you are coming from and how difficult it has been for you. Don't worry, we are here to assist you and provide the best possible solution to your issue. = I'M GLAD TO BE HERE TO ASSIST YOU AND I APOLOGIZE FOR WHAT HAPPENED WITH YOUR ORDER. SINCE I AM HERE REST ASSURED I'M COMMITTED TO RESOLVING ANY CONCERNS YOU MAY HAVE. ------------------------------------------------------------ NOT DELIVERED - I am so sorry that your order did not arrive to your recipient as scheduled. We value your business and understand you are disappointed. Please allow me to resolve this issue for you. DELIVERED LATE - I’m truly sorry that your gift did not arrive as scheduled. This must have been disappointing. We value your business and understand how important it was to you for your gift to arrive on time. Please allow me to help with your concern. QUALITY ISSUE - I apologize that the product you ordered did not meet your expectations. We value your business and would like to resolve this issue for you. DELIVERED WRONG - Please accept my sincere apologies that your recipient did not receive what you ordered for them. This must have been disappointing. Let me fix this for you. STATUS CHECK - I see that you are reaching out to check the status of your order. I'll be glad to check that for you! ========================== VERIFICATION - For verification and security purposes, may I have your first and last name, your recipient's first and last name, and the date your order was scheduled to be delivered, please? = Thank you for that information. HOLDING - May I put this call on hold for a minute or two so, I can review your order/ check your order here on my end. Please stay on the line. I'll be right with you. Thank you for patiently waiting, sorry for the long wait. i am seeing here that the item promoton code that you provided is already expired. just place the order and provide to me the order number and i will manually refund the 10 percent discount on the order. RESOLUTION = DELIVERY ISSUE - Thank you for patiently waiting. We apologize for what happened with your order. I’m more than willing to process a redelivery at the earliest available time at no additional cost. Since we also want to make up for the inconvenience, we will send a $20 Savings Pass via email good for your next purchase with us. How does that sound? HOW ABOUT THE REDELIVERY PLUS A REFUND OF THE SHIPPING FEE THAT YOU COST ALONG WITH THE $20 SAVINGS PASS FOR FUTURE ORDER. WOULD THAT BE OKAY? STANDARD DELIVERY TIME = Our guaranteed delivery hours are from 9 am to 8 pm going to residences, and 9 am to 5 pm going to business. Rest assured that it will be delivered as early as possible. You will receive an email notification once your order is out for delivery and a delivery confirmation once your order gets delivered. STATE THE NEW ORDER NUMBER TO THE CUSTOMER WHEN PROCESS A REDELIVERY ALONG WITH THE STANDARD DELIVERY TIME. Trainingcday2501 Fieldsofeurope2024! Trainingcday2024...