Listening Section
Summary
TLDRIn the provided transcript, a customer named Shan (possibly Mr. Tan) is inquiring about a delayed package delivery. The customer service representative verifies the order number and confirms that the parcel is indeed out for delivery, despite the system not showing any updates. The representative assures Mr. Tan that the package will arrive on the same day and offers to send an email confirmation with tracking information. The conversation focuses on ensuring the customer's trust and providing reassurance regarding the delivery status.
Takeaways
- 😀 The customer's name is Shan, but the order is under his wife's name, Sharon Ho.
- 🔍 The customer service representative is assisting Shan with an issue regarding a parcel that has not been delivered.
- 📦 The order number provided by the customer is 4375 0698 2367 546.
- 📬 The email address associated with the order is hw.Sharongmail.com, which is confirmed to be correct.
- 🕒 The customer service representative asks for two minutes to check the parcel status.
- 🚚 The order is confirmed to be out for delivery and the customer is assured it will arrive by the end of the day.
- 📊 The system shows no updates, but the representative assures the customer that the order is indeed on its way.
- 🔄 There seems to be a discrepancy between the system's display and the actual status of the delivery.
- 💼 The customer service representative offers to send an email confirmation as a standard procedure.
- 🔄 The customer declines the offer of an email update, trusting the verbal confirmation from the representative.
- 👍 The customer expresses satisfaction and thanks the representative for checking on the delivery status.
Q & A
What is the main issue discussed in the transcript?
-The main issue is that Shan (Mr. Tan) is concerned about the delivery of his order, which has not been delivered as expected.
What is the order number mentioned in the transcript?
-The order number mentioned is 4375-0698-2367-546.
Who is the account holder for the order?
-The account holder for the order is Sharon Ho, Mr. Tan's wife.
What is the email address associated with the order?
-The email address associated with the order is [email protected].
What is the status of the order according to the customer service representative?
-The customer service representative confirms that the order is out for delivery and should be received by the end of the day.
Is there a discrepancy between the system's display and the actual status of the order?
-Yes, the system still shows no action and the remarks are from the previous day, but the customer service representative assures that the order is indeed out for delivery.
What is the customer service representative's approach to resolving the issue?
-The representative offers to check the parcel status, assures Mr. Tan that the order is on its way, and mentions that they will send an email as a confirmation.
Is there an option to change the email address for receiving updates?
-Yes, the customer service representative offers to change the email address for updates to Mr. Tan's email if he prefers.
What is the customer service representative's assurance regarding the delivery?
-The representative assures Mr. Tan that he can trust them, and that the order will definitely be received by him by the end of the day.
What additional information does the customer service representative offer to provide?
-The representative offers to send an email confirmation and provides information about the help center link for tracking orders.
What is Mr. Tan's final response to the customer service representative's assistance?
-Mr. Tan expresses his satisfaction and thanks the representative, indicating that he just wanted to make sure the order is on its way.
Outlines
📦 Parcel Delivery Inquiry
The customer, Mr. Tan, contacts the support service regarding a parcel that has not been delivered as expected. He provides his order number, which is ST4375, and requests to check the status of his parcel. The customer service representative verifies the email address associated with the order, which is Sharon's Gmail, and assures Mr. Tan that the parcel is indeed out for delivery. The representative also mentions that they will send an email confirmation as part of their standard procedure. The customer is concerned about the lack of system updates but is reassured by the representative that the order will be received by the end of the day.
Mindmap
Keywords
💡Assistance
💡Order Number
💡Delivery
💡Parcel Status
💡Email Verification
💡System Update
💡Customer Service
💡Trust
💡Confirmation Email
💡Tracking
💡Compliance
Highlights
Customer introduces themselves as Shan and mentions an issue with a parcel delivery.
Customer states that the parcel delivery service has failed to deliver the item.
Customer provides their order number for assistance, 4375 0698 2367 546.
Customer clarifies that the order is under his wife's name, Sharon Ho.
Customer service representative confirms the email address, [email protected], for further communication.
Customer service representative assures the customer that the parcel is out for delivery.
Customer expresses concern as the system shows no action on the delivery.
Customer service representative checks the system and confirms the parcel is indeed out for delivery.
Customer service reassures the customer that the system shows more detailed information and the parcel will be received by the end of the day.
Customer service offers to send an email confirmation of the delivery status.
Customer declines the offer of an email confirmation, stating it is not necessary.
Customer service representative mentions that sending an email is a compulsory procedure.
Customer service offers to change the email address for communication to the customer's personal email.
Customer service provides information on how to track orders through the help center link.
Customer service inquires if there is anything else they can assist with.
Customer expresses satisfaction with the assistance received regarding the delivery status of the order.
Transcripts
my name is Shan how me assist
you Chan I I'm done I C up this morning
okay okay it's regarding my passor they
fail to they fail to deliver it and then
can I give you my order number again
yeah sure
sir St now it's
4375 okay
0698
mhm
2367 okay
546 okay thank you so much sir thank you
one
moment okay your name is Mr Tan I'm tan
but this is under my wife name Sharon ho
Sharon ho okay and Mr Tan I will have
you to check on the parel status sir
so the email here I just want to verify
the email here is active right sorry
hw. Sharon gmail.com yeah correct the
email is correct thank you Mr Tan I will
check on the parcel status sir can you
give me two minutes please I'll check on
this and get back to you no problem
thank you all right thank you sir
[Music]
[Music]
[Music]
hi Mr Tan thank you for being on the
line yep okay Mr Tan so actually just
now I I'm the one spoke to you just now
I spoke cor I can remember your name
okay so yes Mr Tan the order is out for
delivery sir as I mentioned just now so
you will receive it by today sir don't
worry sir oh I me is out for delivery
but the system still show no action at
all I see let me check
sirem did not update anything they still
they still show yesterday
remark I see okay don't worry sir you
can trust me your order is out for
delivery and you will receive it by
today sir because our system here we can
see more detail right so I've already
checked and you will definitely receive
it by today sir okay okay okay okay
yeah can can can Mr Tan sure sir no
worries so just to recap your order is
out for delivery and you will receive it
by today I will'll also send you an
email as a confirmation no need to send
email need to send email just a general
one sir it's our compulsory thing to do
if you want I can change the email send
to your email address as well it's okay
it's the the help center link will also
be there on how to track your orders is
there anything else I can help you with
no it's okay it's okay it's okay okay I
just want to make sure that order is up
can can I've already checked it out for
delivery thank you very much
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