Addressing Delivery Issues (Damage/Missing Parts)
The customer discovers a damaged item or missing parts during or after delivery and needs to report the issue to the delivery team or the store for resolution.
Dialogue
Listen and follow along with the conversation
Vocabulary
Essential words and phrases from the dialogue
scratched
Past tense of 'scratch', meaning a mark or cut on a surface, often from damage. Use it when describing issues with items like furniture.
extent
The degree or size of something, like how bad a problem is. Common in customer service to ask for details about a issue.
noticeable
Easy to see or notice. Use this adjective to describe something obvious, like a visible damage on an item.
transit
The process of transporting goods from one place to another. Often used in delivery contexts to explain how damage might occur.
assembly
The act of putting together parts of furniture or items. Related to instructions for building something like a bookshelf.
exchange
To replace a faulty item with a new one. A polite way to request a swap in shopping or delivery situations.
assess
To evaluate or judge the condition of something. Used in service calls to check damage before deciding on a solution.
ship out
To send or mail items to a customer. A phrasal verb common in business for delivering replacement parts quickly.
Key Sentences
Important phrases to remember and practice
I'm sorry to hear that, ma'am.
A polite apology in customer service. Use 'ma'am' for female customers to show respect. This expression builds rapport when handling complaints.
Could you please describe the extent of the scratch?
A question to get more details about a problem. Uses 'could you please' for politeness. Useful for clarifying issues in reports or calls.
It looks like it happened during transit.
Explains the cause of damage. 'Looks like' softens the statement. Good for describing suspected reasons in complaints without blaming.
Could you send us a photo of the damage to our email?
Requests evidence politely. Includes specific details like email address. Essential in modern customer service for visual assessments.
We can ship those out to you immediately.
Offers a quick solution. 'Ship out' means to send. Use this to assure customers of fast action in delivery problems.
Would you like us to proceed with shipping those out?
Seeks confirmation before acting. 'Proceed with' means to continue. Polite way to confirm customer approval in service interactions.
I'd prefer an exchange if possible.
Expresses a preference politely. 'If possible' adds flexibility. Useful when requesting options like replacement over repair.
Is there anything else I can assist you with today?
Standard closing question in service calls. Checks for more needs. Helps end conversations professionally and ensures satisfaction.