OPTION 1: ROLE PLAY (CUSTOMER SERVICE)

Customer : Good morning. My name is Fara. So recently, I just bought 3 items from your
Instagram shop. However, one of them happened to have a problem.
Customer Care Rep : Good morning, miss. May I know what the problem is?
Customer : So, one of the items was an eye shadow palette from your online store but it
happened to be broken.
Customer Care Rep : Can I have details on when did you buy it?
Customer : I bought it on the last 17th September .
Customer Care Rep : I see. Can I know what brand of palette it was?
Customer : It was Makeup Revolution.
Customer Care Rep : Okay. Can I know its model?
Customer : It was the Flawless Matte palette.
Customer Care Rep : I apologize for the inconvenience caused, miss Fara. We seem to have a way
of fixing your problem.
Customer : That is good news. Can I get this broken palette replaced any time soon?
Customer Care Rep : Sure you can.
Customer : So what do I do?
Customer Care Rep : We would like for you to repost the palette back to our company address
stated on the parcel wrap. And if you have lost it, dont worry. We will give
you our address again.
Customer : Am I still charged for the postage fee?
Customer Care Rep : Fortunately no. You do have to pay for the postage fee first but we will make
a refund once you sent the proof of payment to us.
Customer : Thats great.
Customer Care Rep : Once we received the broken palette, we will inspect for the damage and
once it is confirmed, we will send you a new good-conditioned palette of the
same brand and model. Is that music to your ears?
Customer : It is!
Customer Care Rep : Okay one last step, can I have your full name, address and telephone number
please.
Customer : Sure. Farah Shiraj Hasnul Zaidi. 189, Lorong Matahari 5, Taman
MatahariHeights, 70450, Senawang, Negeri Sembilan. 0123456789. There.
Customer Care Rep : Okay so that is all needed. Is there anything else that I can help you with?
Customer : I believe that is enough. Thank you.
Customer Care Rep : Youre welcome. Have a nice day.