Situation B. Dealing with Delivery Issues
Listen Up
Script
[Phone rings.]
M :
Hello. This is the customer service center.
My name is Eric Lee.
How may I help you?
W :
Hi. I’m calling about a delivery that I haven’t received yet.
M :
I apologize for the inconvenience.
What is the item that you ordered?
W :
It’s a scarf.
I ordered it on May 2, but it’s still not here.
M :
Could I get the order number, please?
W :
It’s 57312.
It’s a birthday gift for my mother.
Could you check the shipping status?
M :
Of course.
I really do apologize, but your order was not processed properly.
W :
Excuse me?
What happened?
It’s very disappointing.
M :
I think there was a system issue.
For the inconvenience, we can ship the package to you for free immediately.
W :
It’s too late, and I’m very dissatisfied with your delivery service.
I just want a refund.
M :
Okay. I’ll process the refund right away.
Once again, I’m sorry for the inconvenience.