*Hi!

Thank you for calling Amazon Customer Service

My Name is Elaine
Could you share your name of this account pls?

Customer:____

*Hi! ___,
*Could you please spell it out your complete name so I can
put the correct information here

-Im sorry? i didnt hear you clearly in my end, can you repeat your name again pls?

Customer: ____

*Thank you! Could you also state your email address, pls?

-I understand your/e frustrated/concern, However I cannot access your information

because Amazon takes our customer's data security very seriously
This is also how we make sure that we are talking to a real account owner.

*If I heard you correctly, your email address is ____

*Thank you for your patience, ___.
*So, How can I help you today?

CSA INFO/ISSUES

(PARAPHRASE & EMPATHIZE)

*If I am understanding this correctly,_________ is that correct?
*Im sorry to hear about that, But rest assured that Il be able to help you, ok?
-I can definitely assist you with that

(RESOLVE CUSTOMER'S CONCERN)

*May I know there is something else that I can assist you with?
*Its been my pleasure to assist you today! Thank You for calling Amazon, I hope you
have a wonderful day!