Hello, teleperformance this is hidelbrando antonio from customer service.

How can I
help you today?

Hello, thank you for calling Teleperformance. This is Hidelbrando Antonio from
customer service speaking. What can I help you with today?

negative responses

I'm very sorry to hear that. I'll do my best to resolve this for you now.
I'm so sorry to hear that. If you could give me your name and order number, I'll
start looking into this immediately.

Transferring the call and putting the customer on hold

I understand. I'm going to transfer you to our finance/sales/shipping department.
They'll be able to help you with this request/matter/issue. Please hold for a
moment.

* I understand. I'm going to put you through to our tech department so they can
help resolve this issue. Is it okay if I put you on hold for a moment?

* I see. let me transfer you to (name of responsible person). He/she is the right
person to talk to and I'm sure he/she will be able to help yoy with this. Would you
mind being on hold while I get in touch with him/her for you?

02:16 Asking for customer information

*Absolutely. Could I please get your full name to check that order for you?

* Great. Xould you please give me your customer / account number?

* No problem. Do you happen to have the order number so I can bring it up?
* I see. Could you please give me the account number listed on the invoice?

02:58 Asking for billing or credit card information

*Could you please provide your current billing address?
* Could you please have your credit card number, CVV code, and expiration date.
* The CVV code is a 3-digit number that you should find on the back of your card.

3:24 Checking other information

* I see. I'm going to need a moment to check that for you. Can I put you on hold?
* I understand. Please give me a minute while I pull up that information. Would you
mind being on hold while I do that?
* If we ask the customer to hold, make sure to thank them for holding.
*(customer name) Thank you for holding. I have that information for you now.
*(customer name) Thank you for holding. I'm sorry it took a little longer than
expected.
*(customer name) Thank you for being so patient. I have all the details here now.

4:41 Apologising for order or product issues

Incorrect shipping address:
It looks like your order was shipped to the wrong address. I'm very sorry about
that. I'll correct that and organise a new order right now. It will leave our
warehouse today and should arrive within (time period).

Delivery never arrives:

I'm so sorry to hear that, (customer name). Let me bring up your order so we can
see what happened and make sure that delivery arrives this time.
Missing items:
I'm so sorry about this mix-up. I will correct the order and get the missing items
to you as soon as possible.

Faulty products:
I'm very sorry about the inconvenience - I know this is frustrating. I'll contact
my supervisor immediately to see how we can resolve this for you. Is it okay if I
call you back within the next (number) hours?

06:03 Dealing with angry customers

* I can appreciate how frustating this must be.
Let me contact my manager and get this resolved for you right now.
* I'm very sorry for the inconvenience - I know this isn't ideal. I'm going to look
into this immediately and find out what went wrong and how we can put it right for
you.
* I know this is extremely inconvenient and I appreaciate your patience. I'll make
sure we resolve this for you today.
*I'm going to do everything I can to get this resolved as soon as possible.
* I totally understand - I would feel the same way. Please give me a moment to look
into this and find the right solution for you.

07:05 When you need to follow up later

* Sorry, (customer name). Can
the next hour?
* (Customer name), I'm afraid
you. Would you mind if I call
solution/option for you?
I check this with my manager and get back to you in
I'll need more time to look into this properly for
you back in the adternoon when I have found the right

07:32 Closing the call

* Thanks again for your call. Do you have any other questions?
* Well, I'm gald I could help you resolve this issue. Is there anything else I can
help you with today?
* Please feel free to get back in touch if there's anything else I can do for you.