Martinez, Marriethe Suzanne B.

AMAZON CALL FLOW

Greeting – Verification – Offering of Assistance – Acknowledge – Concern – Assurance – Probing – Research –

GREETING:

Hi! Thank you for calling Amazon.com, my name is Suzanne.

VERIFICATION:

May I have your order number or e-mail address please?

Alrigthy, thank you.

For verification purposes, can I have your account name please?

*If they asked if why verification is needed: It is mandatory for us to verify first our customer’s accounts for it is also for your own security as one of our beloved
Amazon customers for it also contains some of your important details such as bank accounts and passwords.

*Other names: I can see here that the name you provided is different, is it possible that you used other names instead?

*Rilingawon yarn: I’m sorry, I missed the first/middle/last part. Can you repeat that for me?

Okay, great! How about your billing address?

Perfect! [Anyway, how are you are doing today (name of the customer)? That’s a great news (just a sec.)]

OFFERING ASSISTANCE:

Okay, I have already pulled up your account. Now, may I know the reason for this call?

ACKNOWLEDGE-CONCERN-ASSURANCE (ACA):

DNR item: I am very sorry that you haven’t received your (order/item/name of the items) yet. I know how
disappointing this can be especially if you were expecting it to be delivered already. No worries, I’ll be glad to assist you
through the process. Okay?

Damaged item: I am very sorry that you received a (defective/damage) (order/item/name of the items). I know
how frustrating this can be especially if you badly needed the item. Don’t worry, you have me on the line, I’ll do my best
to help you resolve your concern. Okay?

Wrong item: I am very sorry that you received the wrong (order/item/name of the items). I know how
disappointing this can be especially if you were expecting the (item) to be delivered correctly. Don’t worry, you have
reached the right person to help you out with your concern. Okay?
Martinez, Marriethe Suzanne B.

PROBING

Can I have the last 4 digits of your order number please? --- or the name of the item?

Great! thank you for that information.

*WMS – Where’s my stuff? Delivered not received (within or outside buffer)

 Can you verify your shipping address for me? Okay, great! thank you.
 Have you already checked your mailbox?
 How about your household members, or even checked the neighbors?
 Did you also checked at your garage or any possible delivery location that our driver’s must have left your order?

--- Oh okay. I see.

*Problem with an Order (PWAO) – Defective, damaged, or wrong item delivered.

Defective: Can you describe to me the defect on the item?

Did the item’s packaging also arrive damaged? Or is it just the item instead? Oh, I see.

Damaged: Can you describe to me the damaged on the item?

Did the item’s packaging also arrive damaged? Or is it just the item instead? Oh, I see.

Wrong item: Instead of the item you ordered, can you tell me what you received instead? Oh, I see.

RESEARCH

(Name of the customer), may I place this call on hold for a min. or two? So, I can further research on your
concern? Is that okay? Okay, thank you. I’ll be right back.

Thank you for patiently waiting on the line. ---- focus on the issue and utilize all possible resources

RESOLUTION

*WMS (Within buffer)

I’ve checked on the order and is indeed tagged as delivered on [date in tracking information]. Sometimes a
carrier will accidentally scan a package as “delivered” when it’s still on its way. When this happens, the package is
usually delivered within the next few business days. In case you didn’t receive the package by (date of delivery), I can call
you back to process a refund or replacement whichever do you prefer. Okay?
Martinez, Marriethe Suzanne B.

*WMS (Outside buffer)

I’ve checked on the order and is indeed tagged as delivered on [date in tracking information]. Since you still don’t
have your package, we can consider the item lost. I can send you the same exact item again with expedited shipping or
process a full refund instead. Which do you prefer?

*IN-TRANSIT (Waiting Process)

Upon checking my resources. The expected delivery date here is on (date stated on the CSC). You placed an order
last (date on the CSC), and this is (a two-day-shipping). So, it is still in the waiting process. What we can do now is to wait
up until with the said delivery date which is (date on CSC), then let us know if you have received the item so we can
process a refund or a replacement. Is that good?

*PROBLEM WITH AN ORDER (Defective, Damaged, Wrong)

I’m very sorry for the (DEFECTIVE, DAMAGED, WRONG) item you received. I can help you return that item to us,
we will send you a replacement or a full refund, whichever you prefer.

*REFUND (Return Not Required)

Where do you want me to process your refund, is it in your original payment method or in your amazon account?
Alrighty! I’ve already requested a refund for the amount of [TOTAL AMOUNT]. The total refund will be completed within
the next [depends on the Payment Method].

Payment Methods

Credit card – 3 to 5 business days

Debit card – 10 business days

Amazon Account or Amazon Gift Card – 2 to 3 hours

*REFUND (Return is Required)

I will send you a return mailing label via email to return the (DEFECTIVE, DAMAGED, WRONG) item you received.
All you have to do is to click the link, print the label and attach it on top of the box and drop off the item to the nearest
UPS store in your location. Once we received the product, we will process a full refund. Okay? ---- valid until 30 days

*If they don’t want to go to out due to this Pandemic, we can just pick up their orders without any physical contacts.
Martinez, Marriethe Suzanne B.

*REPLACEMENT (Return Not Required) Outside buffer

I will send you a replacement for the same exact item. The guaranteed delivery date is tomorrow, which is May
10, 2021. I will send you a return mailing label just incase the original item arrived, so you can use it for returning the
duplicate. If the original item does not show up, you may disregard the label. Okay?

*REPLACEMENT (Return Is Required)

I will send you a replacement for the same exact item. The guaranteed delivery date is tomorrow, which is May
10, 2021. I will send you a return mailing label via email to return the (DEFECTIVE, DAMAGED, WRONG) item you
received. All you have to do is to click the link, print the label and attach it on top of the box and drop off the item to the
nearest UPS store in your location. Okay? Great.

FINAL ASSISTANCE

Is there anything else I can help you with before we end this call? Perfect!

PRIME MEMBER: *If a customer is a prime member: Btw, thank you also for being a prime member here at Amazon.

HELP PAGE

For further inquiries, you may visit our help pages just visit our website, triple dot amazon dot com.

CLOSING

And thank you again for calling Amazon Customer Service, have a wonderful day (name of the customer)!

Deescalate: Would you give me another chance to resolve your concern before I transfer the call to our supervisor?

I’m sorry but