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Customer Interaction
Empathy and Acknowledgement
Account-Related Issues
Customer Scenario
Live (Chat, SMS/Text)
Non-Live (Email, Narvar, Supervisor)
1
Account Creation
We know how important it is for you to establish an account so you can manage your account, rewards, and orders, and we want to extend our sincere apologies for any inconvenience it may have caused you.
2
Account Management
We know how important it is for you to ensure you have the power to manage your account information, and we want to extend our sincere apologies for any inconvenience it may have caused you.
3
Account Issues
We know how important it is for you to ensure your saved account information with us is safe from unauthorized people, and we want to extend our sincere apologies for any inconvenience it may have caused you.
4
Account Closure
We know how important it is for you to close your account and part ways with us, and we want to extend our sincere apologies for any inconvenience it may have caused you.
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Transaction-Related Issues
Customer Scenario
Sample Statement
Text
1
Online Transaction
We know how excited you are to place your orders from our store, and we want to extend our sincere apologies for any inconvenience it may have caused you.
2
Store Transaction
We know how excited you are to place your orders from our online platforms, and we want to extend our sincere apologies for any inconvenience it may have caused you.
3
Online Promotion
We know how excited you are to take advantage of the promotions available from our online platforms to earn more discounts, and we want to extend our sincere apologies for any inconvenience it may have caused you.
4
Store Promotion
We know how excited you are to take advantage of the promotions available in store to earn more discounts, and we want to extend our sincere apologies for any inconvenience it may have caused you.
5
Birthday Gift
We know how excited you are to take advantage of the birthday gift as part of the perks of being a valued customer, and we want to extend our sincere apologies for any inconvenience it may have caused you.
6
Gift with Purchase
We know how excited you are to take advantage of the gift as part of the perks of being a valued customer, and we want to extend our sincere apologies for any inconvenience it may have caused you.
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Payment and Processing-Related Issues
Customer Scenario
Column 2
Text
1
Online Transaction
We know how excited you are to place your orders from our store, and we want to extend our sincere apologies for any inconvenience it may have caused you.
2
Store Transaction
We know how excited you are to place your orders from our online platforms, and we want to extend our sincere apologies for any inconvenience it may have caused you.
3
Pricing Error
4
Payment Error
5
Shipping Error
6
Processing Error
7
Website Error
8
Promotional Discount Error
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Order Management-Related Issues
Customer Scenario
Column 2
Text
1
Order Modification
We know how important it is for you to update this order after realizing you need to make some changes based on your needs, and we want to extend our sincere apologies for any inconvenience it may have caused you.
2
Order Cancellation
We know how important it is for you to cancel this order after realizing some issues that came along with it, and we want to extend our sincere apologies for any inconvenience it may have caused you.
3
Shipping Method Request
We know how important it is for you to update this order after realizing you need to make some changes based on your needs, and we want to extend our sincere apologies for any inconvenience it may have caused you.
4
Shipping Type Request
5
Reroute Request
6
Return to Sender Request
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Shipping-Related Issues
Name
Column 2
Column 3
1
Awaiting Carrier Pickup
We know how excited you are to receive the orders you purchased from us on time, and we want to extend our sincere apologies for any inconvenience it may have caused you.
2
Stuck in Status
We know how excited you are to receive the orders you purchased from us on time, and we want to extend our sincere apologies for any inconvenience it may have caused you.
3
Return to Sender
We know how excited you are to receive the orders you purchased from us on time, and we want to extend our sincere apologies for any inconvenience it may have caused you.
4
Delivery Exception
We know how excited you are to receive the orders you purchased from us on time, and we want to extend our sincere apologies for any inconvenience it may have caused you.
5
Incorrect Address
We know how excited you are to receive the orders you purchased from us on time, and we want to extend our sincere apologies for any inconvenience it may have caused you.
6
Shipped to Wrong Address
We know how excited you are to receive the orders you purchased from us on time, and we want to extend our sincere apologies for any inconvenience it may have caused you.
7
Shipped to Correct Address But Not Received
We know how excited you are to receive the orders you purchased from us on time, and we want to extend our sincere apologies for any inconvenience it may have caused you.
8
Undeliverable
We know how excited you are to receive the orders you purchased from us on time, and we want to extend our sincere apologies for any inconvenience it may have caused you.
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