Notes

Hello, my name is Deepak, I will certainly try to help you regarding your concern.

Hello, my name is Deepak, I will be glad to assist you.

I am sorry for the inconvenience cause to you . I will surely help you in this regard. Please be assured.



PARAPHRASING

As I understand your concern is regarding.



ASSURANCE

I will surely help you with the concern and share best possible solution, please do not worry and be assure .

Just for confirmation are you referring ""?

Thank you for your confirmation.





Security Check



Before I proceed any further I need to verify some of your account details for security reasons. May I know your name on the account, the email and your complete billing address?





Sympathy

I do apologize for the inconvenience caused.



I understand your situation. If I had been in your place, I would have reacted in the same manner.



I understand the frustration that you are going through.



But do not need to worry about that anymore. I will surely resolve your issue.





HOLD

I will definitely help you with this concern . May I please place this chat on hold for 2 minutes from now, While I pull this information up for you?

Please allow me a minute or two to look into the issue and find the best possible solutions for you .





UNHOLD

Thanks for being online. I appreciate your patience.

Thanks for waiting





After check order

As I have checked your order status it is showing that

So,for resolving your issue now,I am sending a request on your behalf to the courier team now

So they will update the tracking status and deliver your order as earliest possible.

Thank you for your patience .

I have contacted to courier for you now so please do not worry It should be resolve now.

Your request has been submitted successfully.

For best resolution I can do one thing, I can set follow up with me so that I would be following the issue personally for you .

So,I would request you to please wait 24 hours you will get order on priority even before that .

I have escalated your issue to the courier team

Thank you for your understanding and cooperating with us. I really do appreciate.





Closing

You are most welcome. I hope I resolved your query with your satisfaction.


Please let me know can I be of other help to you, I will be more than happy to assist you as your satisfaction means a lot to me.


Thank you for contact us today, It was an absolute pleasure assisting a valuable customer like you. Have a nice day. Good bye.


Feel free to click "End Chat" button on the top right corner to end this chat and continue shopping on our website.



You are most welcome. I hope I resolved your query with your satisfaction.

Is there anything else, I can do for you today?

Have I been able to address all your concerns today?

It was an absolute pleasure assisting you.

It was a pleasure assisting a valued customer like you.

Thank you for contacting Amazon. Goodbye. And have a wonderful time ahead.

To close this window, please click the "end chat" link.

Thank you for contacting Amazon. We hope to see you again soon.





Idle

Are we still connected.

I do not mean to rush you, however we have been idle for 1 minutes, if you are not able to respond in 1 minutes, I may have to disconnect the chat.

Since we have been idle for 2 minutes, I may have to disconnect this chat.

Going to help as per policy:



How to convince the customer:

I can assure you that I will try my best to get it done for you on the maximum priority for you with maximum efforts. You are our valued customer and our customer are always expecting hassle free service from our side.

It is my responsibility to get you rid out of this experience and I need to follow the procedure but from my side I will try my best to resolve the issue as soon as possible.

Customer is not ready to believe because of past issues faced

I know it is not easy to hear the same thing again and again and even no one likes it.

But I can assure that I will convince you with my work instead of my words.

I request you please do trust me once and please provide ma last chance to change your experience with us, so that I can do all the needful for you.

I know its difficult to trust me again However, please give me last chance and I am assuring you that I will definitely try to make your experience better with us.

I can certainly understand that your inconvenience has reached to its saturation point and you're extremely disappointed with this, but please give me last chance and I am assuring you that I will definitely try my best to change the negativity you have experienced.

If I relate it to myself I can completely understand how frustrating and annoying the situation can be when something like this happens but believe us it was never our intention.



Pre-delivery request



I understand that you want the package to get delivered to you prior to the promised delivery date(EDD). I will surely try my best to help you in this regards.

I have checked and learned that the promised delivery date for the order is by (EDD) and we always ensure to get the orders delivered by this time frame or before this too.

I hope you will understand that due to the volume of packages we ship each day that too in lots for that particular location, it is impossible to locate and pull out a single package during this process of shipping in transit and request them to get it delivered before the promised delivery date.

However, from my end I will make sure that as soon as the package reach to the local hub, we will ensure that the order will be delivered to you on the same date when it reaches to the local hub.

I agree that you need a confirmation of the delivery right away, but it won't be feasible for me to make any commitments on the delivery right away as the package has not reached to the local hub.

Please be rest assured that you need not to contact us again for the same concern and it is our responsibility to deliver the order keeping the request for the delivery.





Delivery is Late..



I am sorry to learn that the product was not delivered as per the EDD.

Please give me two minutes while I check the details and please don’t worry as I would resolve the issue.

I can see that the tracking has not been updated since <date>

Further, I can see that the request was previously forwarded to them to deliver the item as soon as possible.

Since there is no tracking update even after the previous request, it requires an escalation.

Please give me a minute while I escalate it with the higher authority of the Indian Postal Service Team to deliver it within 24 hours.

Wait for customer’s response

It is my job to resolve the issue.

Further, I would be following the tracking details personally and if there is no tracking update within 2 hours, I would again escalate it. Even I would take my supervisor’s help as well to check what best can be done to get it delivered.

I would make sure that you would not need to contact for the same issue.

It is correct that you have already contacted us many times but my duty is to try my best to get it resolved. And that I would do because we don’t want you to face more inconvenience.

If customer’s says what if it is not delivered

If it is not delivered within 24 hours, I would process the refund and would send you an email by myself.



Customer ask for confirmation of delivery

Confirming at this time would be a fake promise and I hope you would not like someone setting the wrong expectations.

It is correct that you wish to get the exact timeline but we cannot confirm it until it is confirmed by the courier team. That is why I don’t want to set the wrong expectations. Please accept my apology for this but I hope you would like my honesty.

We always try our best to resolve the issue and definitely escalate it with the courier team to check the possibility of earlier delivery. But we just don't want to set wrong expectations.

What would happen if I promise and it is not fulfilled?

Wait for customer's response

Would it help if I send you an email within 2 to 3 hours if the tracking is updated further which would confirm that the request is being processed?

Otherwise, I would escalate it again and would be escalating again and again till the time it gets delivered.

We just ask your valuable 24 hours.



EMI on debit card or net banking



Thank you for your patience.I would like to inform you that in the case of credit, the bank the lend the money to the customer so they can hold a certain amount for third party merchant.

However, In the case of debit card, customer deposits their hard earned money so due to RBI guidelines they are not authorize to hold the money for anyone.

This is the reason, we are unable to offer EMI optio

n on the debit card or netbanking.

I hope you will understand our limitations .