A Customer Complaint

Is this the Ace service center?

Yes, it is sir.

May I help you?

Yes, I'm calling to complain about your service.

Certainly sir, I'm sorry to hear that.

Let me see if there's something I can do to help you.

Please tell me what happened.

I ordered a new washing machine on your website.

It was more than a week ago.

Why is the customer calling ? to complain about something

Before you go on, may I have your order number please?

Sure, it's abc1005.

And may I have the last 4 digits of your social security number?

I don't have a social security number.

I'm an illegal alien.

Very funny sir.

OK, then what is your first pet's name?

Mr. Kitty.

Before you go on means before you continue.

OK, I see your all information.

Now, what's the problem?

I ordered the washing machine and paid for it.

Then I chose a delivery date from a set of choices.

It was supposed to be delivered today, but it's still not here.

Did anyone contact you?

No, I haven't received any messages.

I'm sorry to hear that sir.

What was the customer expecting to happen today? He was expecting the washing machine to be delivered.

I see here that the washing machine you ordered hasn't arrived in our warehouse yet.

It can't be delivered until next week.

You don't even have it yet?

Why haven't I been notified?

I took time off from work to be at home today.

Where is the washing machine? it's being shifted to their warehouse.

Why did he take time off from work? He stayed at home because he was expecting the delivery.

You should have been notified, by phone or email.

I wasn't.

I haven't received any notification.

This is very upsetting.

I understand, sir.

I'm really sorry for this.

Being sorry isn't enough.

I'm really upset.

This is no way to do business.

Yes sir, I understand.

How does the customer feel? He is really upset.

I can send you a 50 dollar gift coupon as a way to express our appreciation for your patience.

I don't care about the money.

I don't blame you of course, but I want you to know how disappointed that I am with Ace.

I expected much better service.

What does the service from presentive offer to do? She offers to send the customer a $50 gift coupon.

I'm really sorry sir.

Is there anything else I can do for you?

Yes, there is.

I'd like to cancel the order and get a refund.

I'm sorry to hear that sir, but I understand.

I'll see to it that you get your refund.

How long will it take before I get the refund.

You should see the credit on your next month's credit card billing statement.

Thanks for your help.

You're welcome sir, and once again, please accept my apologies.

What does the customer finally decide to do? he cancels the order.