Handling an Angry Customer on the Phone

Thanks for calling customer support. How can I help you today?

Hi. Honestly, I'm extremely frustrated right now.

My order arrived five days late, and it's completely wrong!

Oh, I'm really sorry to hear that.

Could I take your name, please?

It's Collins. The order should be under my email.

Thanks, Mr. Collins. Yes, I've found your order.

A navy suit in size forty, is that right?

Exactly. But what I got is light grey!

And it's three sizes too big. It's useless!

I completely understand why you're upset.

That's definitely not the experience we want you to have.

The thing is, I needed it for a wedding.

My brother's getting married this Saturday!

Oh, I see. So time is really tight.

So can you just send the right one tomorrow?

Well, I don't want to make a promise I can't keep.

Standard delivery might not get there before Saturday.

Seriously? So I'm just out of luck, then?

Not necessarily. Let me check something for you.

Okay, good news! Our downtown store has your size.

I can reserve it for you to pick up tomorrow.

Wait, really? That would actually solve everything.

And I'll email you a free return label for the grey one.

Okay... that's a big relief, honestly.

I'm also refunding your shipping cost, of course.

And here's twenty percent off your next order.

Oh! That's very generous of you.

Look, I'm sorry I was so short with you earlier.

Please don't apologize. You had every right to be annoyed.

Is there anything else I can help you with?

No, that's everything. You've been really helpful.

Enjoy the wedding, and thanks for your patience!

Thanks! I'll pick it up first thing tomorrow.