Situation A. Exchanging and Returning Items
Listen Up
Script
W :
Hello. Can I help you?
M :
Yes. I’d like to make a complaint about these bluetooth earphones, and I want to exchange them.
W :
May I ask why you want to exchange them?
M :
I like the style, but they are not working properly.
One side makes a clicking sound, and the power keeps turning on and off.
W :
That’s strange.
There must be a problem with the wiring.
M :
I think so too.
I tried to use them several times, but the problem kept happening.
W :
I am very sorry for the inconvenience.
Do you have your receipt?
M :
Yes. Here it is.
W :
Thank you.
Let me get you a new pair.
[After a while, handing over a new pair]
Would you like to try them now?
M :
[Checking the connection status of on the earphones]
They sound nice and clear.
They seem to be working well.
Thank you for your help.
W :
No problem.
Could you sign here to confirm the exchange?
M :
Sure.