Situation B. Dealing with Delivery Issues
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Script
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M :
Hi there.
W :
Good afternoon.
This is Sophia from the customer service center.
How may I assist you today?
M :
I’d like to file a complaint about a late delivery.
W :
I apologize for the inconvenience.
What’s the order number?
M :
It’s 13425.
According to the latest delivery status, it was already delivered, but I haven’t received anything yet.
W :
Let me check for you.
M :
Please check the address on my account as well.
W :
Your name is Mr. DH Kim, and your address is 8915 S. Parkway.
Is that correct?
M :
That’s right.
When can I expect the delivery?
It’s been almost a week.
W :
I apologize for the delay, which is due to it being the peak season.
As compensation, I would like to offer you a 20% discount on your next purchase.
M :
I don’t really care about that.
Since the package won’t arrive when I need it, I’d like to just cancel the order and get a refund.