Listening Section

RTM MY

22 Jul 202404:08

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

00:00

📦 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

Assistance refers to the act of helping or supporting someone, often in the context of customer service. In the video, Shan is seeking assistance with a delivery issue, which is the central theme of the video. The script mentions 'how me assist, you Chan,' indicating Shan is asking for help with a problem.

💡Order Number

An order number is a unique identifier assigned to a customer's order, used for tracking and reference purposes. In the script, Shan provides the order number '4375 0698 2367 546' to the assistant, which is essential for checking the status of the delivery.

💡Delivery

Delivery is the process of transporting goods or services from one place to another, typically from a seller to a buyer. The main issue in the video is the failure of the delivery service to deliver Shan's package, which is the primary concern discussed throughout the conversation.

💡Parcel Status

Parcel status refers to the current state or location of a package in transit. The assistant offers to check the 'parcel status' for Shan, which is a key action in addressing the delivery issue.

💡Email Verification

Email verification is the process of confirming that an email address is valid and belongs to the person claiming to own it. In the script, the assistant verifies the email 'hw.Sharongmail.com' to ensure communication and updates can be sent correctly.

💡System Update

A system update refers to the process of refreshing or changing information within a computer system. The script mentions that the system did not update with the latest delivery remarks, indicating a potential issue with the delivery tracking system.

💡Customer Service

Customer service is the provision of assistance to customers, often to resolve issues or provide information. The entire video script revolves around a customer service interaction where Shan is receiving help for his delivery problem.

💡Trust

Trust is the reliance on the integrity, strength, ability, or surety of a person or thing. The assistant assures Shan that he can 'trust me' regarding the delivery status, emphasizing the importance of trust in customer service interactions.

💡Confirmation Email

A confirmation email is a message sent to affirm the details of a transaction or action, such as an order. The assistant mentions sending a 'confirmation email' as part of the standard procedure, which is a way to reassure customers of the action taken.

💡Tracking

Tracking refers to the act of monitoring the progress or location of something, such as a package. The script mentions a 'help center link' for tracking orders, which is a service provided to customers to monitor their deliveries.

💡Compliance

Compliance refers to the act of conforming to a set of rules or standards. The assistant mentions that sending an email is a 'compulsory thing to do,' indicating that there are standard procedures to be followed in customer service.

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.