Notes

UNIQUE SCRIPTS

Standard TAT

Sir, I am immediately escalating your concern to my team as per priority basis and they will investigate the issue and will definitely revert back to you within 24-48 hours and will provide you with the best possible resolution.


Concern

May I know your concern in detail so that I can help you in a better way?


Hold

Sir, to get better information may I put your call on hold for 1-2 minutes?
 
If you are comfortable holding for a moment, I will review your information and have an answer for you very shortly

Unhold/Refresh

Thank you very much for holding, and sorry to keep you waiting.

Sir, I am currently working on your query. Please bear with me for a few more minutes.

(SUP Call)Sir, It is taking some more time as I am coordinating with my team, so please be online.


ASSURANCE 

I completely understand your concern, don't worry about your query, I will definitely help you with this.

I totally understand how one can feel when such incidents happen and now without making any excuses, Let me provide you with the best support and resolution. Please allow me 2-3 minutes to look closely into this matter.

As I don't want to loose an opportunity to help you, therefore I will do my best to resolve your concern. and I will be the case manager for your concern.

I completely understand your concern. I will definitely help you on this.

 If you are comfortable holding for a moment, I will review your information and have an answer to your query in a moment.

Please be assured, I will provide you the best possible resolution, its really my pleasure to help a valueable customer like you.
 
It's my pleasure to help an esteemed customer like you, I assure you that I will provide you the best possible resolution.

It's really a pleasure to help valued and loyal customers like you. We care about making sure that you are happy with the service.

You deserve only the best service, especially when you are an esteemed and regular customer of Snapdeal.

Please accept my sincerest apology I am very sorry to know about your experience with us . I know it seems appalling when you don't receive the order the way in which it should have been. We want our customers to enjoy shopping using Snapdeal, so your disturbing experience is a very serious concern for us.

I promise you that it will never happen in future. Please give us a chance to prove our services.


APOLOGIES 

Heartfelt apologies for this inconvenience.

I am so sorry to hear that you had a bad experience with us.

I completely understand how annoying that must be.

I assure you that next time you won't come across such kind of inconvenience.

I will make sure that this should be your first and last bad experience with us and you won't face such problem in future.

Sir, I understand how you are feeling , If I was in your position , I would also feel the same just as you do.

Sir, I can understand your pain. I would feel same if I was at your place.

Sir, I understand your disappointment.

Kindly treat this as a rare incident and give us another chance to serve you.

Our aim is just to make customer's shopping experience delightful.

Sir, I can understand that this is very annoying but I assure you that we will take care of this in future as you are precious to us.

Sir, you are very valuable customer of us, also your understanding is very kind.

Sir , you are a very valuable customer of Snapdeal and we can't afford to loose a customer like you.

We work really hard to make your experience better, but sometimes due to unavoidable circumstances, we fall back. I can understand your frustration and it is  totally justified.

You are totally right and I agree with your point.

I am disheartened to know that we were not able to make up to your expectation. But please give us another chance to serve you the way you deserve.

It's really a pleasure to help valued and loyal customers like you. We care about making sure that you are happy with the service.

I know my apologies are nothing in front of the time and patience you lost but I personally apologize you and request you to give us chance so that we could take a feedback for this order and try our best next time.

I really apologize that you are experiencing this problem. I understand how frustrating it must be but I personally assure you that you won't come across such kind of inconveniences as we will work hard to improve our services and to provide you the best services that you deserve.

I truly understand that nothing is more embarrassing than what happened today. I kept myself in your place for a moment and then I came to understand how much painful was that.

Thank you for remaining so positive.


Product Quality or any other issue

 I regret to hear that. please share the exact issue which you are facing with your product.

I wish I would be able to compensate you regarding this.

I understand if we pay for something and we didn't receive what we really wanted, I would have also felt the same if I put myself at your situation and trust me this won't get unnoticed.

Sir, I know that nothing is more annoying than receiving incomplete order/damaged product and I can understand your disappointment at this moment, but don't worry I am here to help you.


Courier Boy misbehaved
Moreover, I am personally sharing your concern with our team so that we can take the strict action against the courier boy and will provide you the best services in the future.


 DENIALS 

I wish I would be able to compensate you regarding this, but unfortunately I am unable to do so. I hope you understand!

 I wish I could do that from my end but system does not allow us to do so.

 I would be more than happy If I could do this for you , but unfortunately I am not authorized to do this.
 
 I would really want to help you but the circumstances won't allow me to go further.

Sir, It is really hard to say no to precious customers like you but unfortunately I am unable to take your request regarding this issue as we are bounded by our guidelines.I hope you can understand and cooperate with us.

Sir, its very unfortunate for me that currently I am unable to fulfill your requirements as being an employee I have to follow some protocol and company limitations, I hope you can understand.

 Sir, there are certain guidelines and protocols that we have to follow. I hope you will understand that as well as much as we understand your concern. 
 
Sir, I would have loved to process your refund/voucher request however at this moment I am unable to process it due to system limitations.

 Sir, its very unfortunate for me that currently I am unable to process your refund/voucher request due to system limitations.

 Sir, I would have loved to process your refund/voucher request however at this moment I am unable to process it due to system limitations.
 
We are bounded by our guidelines and are unable to compensate you on such issues. I hope you will understand the same and cooperate with us.
 
I wish I would be able to compensate you regarding this.

Sir, as I have informed you earlier that I am unable to compensate or provide you with the refund, If you have any other queries then please let me know else I have to disconnect this chat.

Sir, as I have informed you earlier that I am unable to compensate or provide you with the refund, Moreover this call is not heading anywhere so I have to forcefully disconnect this call.


PAYMENT ISSUE

Sir, as I have checked that your order has been cancelled because we did not received the payment for this order as there was some technical failure in the payment gateway, if your money was deducted then don't worry, your money will be reversed back to you within 72 hours for sure.


Images Required

 Sir , I request you to share the images of the same, so that I would be able to check and assist you in a better way!
 
Sir, images are required to assist you in a better way. Hope you understand!!
 
Sir, to assist you images are required or else I will not be able to help you and I truly want to help you, so I once again request you to share the images.


Further Assistance

Let me know if you have any more questions, comments or concerns - I will be happy to assist you in any way possible.

Is there anything else I can help you with?

Sir, if you still have any doubt related to your concern/problem/issue/query, please feel free to ask me again I will be more happy to help you further.

No need of thanks Sir. It is my duty to serve you and your satisfaction is enough for me

I don't want to leave you as an unhappy customer as you are very precious to us.

Sir, I know that my apologies are nothing in front of your time and patience and I am just asking for another chance from you so that we can improve our services and can take care of you in future as you are very precious to us.



Call Closing

I hope you are satisfied with the resolution provided by me and the way we had our conversation.

Sir, It was a really pleasure to have a conversation with you and thank you so much for your kind understanding and cooperation with us, looking forward to serve loyal customers like you!