Situation: Broken Item (but then a parent died)
*arriving at home*
*ringing
Caller: Good morning miss
Miss: Good morning
Caller: this from the first hospitals and I would like to call you that your mother
had gone through an accident and did not make it in time
End call
*acting
*receives message that her item was broken
*calls people from the csr
*ringing
CSR: Good morning this is Jay Estrallado from MSR industries how would I help
you today?
Miss: -------------CSR: ahhh I see, I know today has been a hard day for you today miss and its not
going to be easy but I will do what I can to help in this time. (compassionate)
Miss: ----------------CSR: ok miss I would like to ask you a few questions regarding the package that
would help me to help you in this situation, would that be alright?
Miss: ---------------CSR: first I would like to ask if when was the package ordered?
Miss: --------------CSR: then may I ask for the account number that was used to purchase the item?
Miss: ---------------CSR: then I would like to ask for your name again miss for final verification
Miss: -------------------
CSR: base on this information that we have gotten, here are the options that we are
going to give to help you out in this situation, first is we are going to return the
item you have purchased and give you a refund with the same amount of purchase
or we can have the item replace? So which would you like to choose miss?
Miss: ------------------CSR: I see so you would like your item replace, is that right?
Miss: ----------CSR: ok *typing ….. so with that we will have your item replace and will be
delivered again within 7 days, so do you have any other concern?
Miss: --------CSR: None?
Miss: ---CSR: ok thank you for calling MSR industries this is Jay Estrallado and have a
good day.