AHELY DEVENPORT / active member

SCENARIO #1: Locating Order: The customer wants to check the status of the order.
when the package will be delivered.
Agent: Thank you for calling Best Buy, this is Perlyn. May I have your full name and
phone number? Thank you.
To confirm, your email address is [email protected]. Is this still active?
How may I assist with you today?
From my own understanding, you’re calling about that you want to check the status
of your order and when the package will be delivered? Am I correct?
Agent: Can I put you on hold for 2-3 minutes to check your account, Ashley? Thank
you for your patience, Ashley. It says here that the item you purchased was a Black
DSLR Camera, am I right? : And you ordered this on the 30th of October, 2021. : The
order status of your purchased item is shipped and invoiced, Ashley. The estimated
arrival date will be this 5th of November, 2021. : And just to be sure your address is
at 122 E 42nd St. New York, NY 10168, am I right?

if customer wants to change the ship to address or cancel the order: Say: "Since the
order has already been processed for fullfilment and is now unmodifiable, You can
refuse the package so that it will be sent back or you can accept the package and
return it directly to any Best Buy stores for faster processing of refund"
Customer: Yes.
Agent: Thank you, Ashley. By the way, you can also track your package through the
carrier's website, UPS by using your tracking number, : Would you like to take note
of your tracking number?
(Tracking number - Will help you access your order through the site of your carrier.)
Do you have your pen and paper with you, Ashley? : Your tracking number is
1ZY1256987.
(Repeat) : Are you done taking the tracking number, Ashley? : Would you also like to
take note of your Case Reference Number? : Your Case Reference Number is
532152368. (Repeat) (Reference Number: These are used to track transactions and
make it easier and quicker for customer service representatives/ Reference number
for the call between you and me, Ashley).
Customer: Thank you.
Agent: It's my pleasure to help you, Ashley, Is there anything else I can do for you?
Customer: No.
Agent: We appreciate your loyalty for being a my best buy member.
Agent: Thank you for calling Best Buy! Have a great day
AMANDA CLARK SCENARIO 2 / active member (DELIVERED)
Thank you for calling Best Buy, this is Perlyn. May I have your full name and phone number?
To confirm, your email address is [email protected]. Is this still active? Thank you.

How may I assist with you today, Amanda?

From my own understanding, you’re calling about that you receive a notification that the item has
already been delivered, but you didn’t receive any package? Am I correct?

I'm sorry to hear that, that you haven't receive your package. I can only imagine how
inconvenient it must have been for you. But don’t worry, Amanda. I’d be glad to help you
regarding your concern. Let me check the order details and see what options we can do.
I have located the purchase placed on Oct 25, 2021 which is for a Toshiba 15.6” Laptop,
correct? and it was delivered at 14 Dodge St. Omaha, NE (Nebraska) on Nov 1, 2021 by FedEx
and was left at your front door.
Have you checked outside to see if there was a package being delivered?
Do you happen to have someone with you at home who may have picked up the package? It’s
okay don’t worry. Since you have not received the package, we have two options available for
you. First is to reship the item to the same shipping address for free which you should expect
within 2-3 business days since we will expedite the shipping for you. Next is we can refund you
the same amount you paid which is 476$ and 1 cents on the same card ending in 5329 which
will be processed within 3-5 business days on Best Buy's end. Please know that it depends on
your bank's discretion as to when the money will be posted. Which do you prefer?
Okay, Can I put you on hold for about 2 minutes so I can process your request?
Thank you for patiently waiting Amanda. Your request for Reshipping the item is now
successfully placed and it will be ship to the same shipping address for free which you should
expect within 2-3 business days since we will expedite the shipping for you. How’s that sound?
Thank you for patiently waiting Amanda. Your request for Refund is now successfully placed but
Please know that it depends on your bank's discretion as to when the money will be posted and
will be processed within 3-5 business days on Best Buy's end. How’s that sound?
Would you like a case number for today’s call? This case number is your reference number for
today’s call. Do you have a pen and paper ready? Let me know when your ready. 524173485
Have I answered all of your questions for today, Amanda?
We appreciate your loyalty for being a My Best Buy Member.
Thank you for calling Best Buy. Have a great day!
 SCENARIO 3 EILEEN RAND/ inactive member

Status: Backordered (Item not available

Thank you for calling Best Buy, this is Perlyn. May I have your full name and phone
number? Thank you.

To confirm, your email address is [email protected]. Is this still active?

How may I assist with you today, Eileen?

From my own understanding, you’re calling abou6t that your Status of your Oder:
Backordered (Item not available)
Say: "I understand the urgency of this request. Let me check the order details and
see what we can do. I have located the purchase placed on OCT 26, 2o21 which is
for a 1 HALO GUARDIANS XBOX ONE and we are truly sorry to inform you that
the item is currently on Backordered status which means that it is not available
as of the moment. This usually happens if there is a high demand of the said
item. However, we are working with our partners to ensure the necessary stock
and we'll surely keep you up to date.
Say: "If you are willing to wait, we will be sending you an update once the item is
available on your email address which is [email protected] and please
check your spam or junk folder. Another option is to cancel your order and check
the nearest Best Buy store to see if the item is available, which do you prefer?"
I Would like to verify that your address is 314 E Haley St, Santa Barbara CA. 93101

Would you like a case number for today’s call? This case number is your reference number for
today’s call. 524173896
Have I answered all of your questions for today, Amanda?
Thank you for calling Best Buy. Have a great day!
EMILY THORNE / CANCELLED DUE TO PAYMENT FAILED AUTHORIZATION
INACTIVE MEMBER/

Thank you for calling Best Buy, this is Perlyn. May I have your full name and phone
number? Thank you.

To confirm, your email address is [email protected]. Is this still active?

How may I assist with you today, emily?

From my own understanding, you’re calling about that the status of your order
was cancelled.
Status: Cancelled due to Payment Failed Authorization Say:
Im sorry to hear if the order was cancelled, Let me check the order details and see
what options we can do. Can I have your order # please? No worries I can check
my end her. I have located the purchase placed on Oct 27, 2021 which is for a
Samsung 32” LED TV correct? and I'm terribly sorry to inform you that the order
was cancelled due to failed authorization which means that the payment was not
authorized by the bank. Have you contacted your bank for possible payment
issues?" Well "We can provide you two options, First is to place another order
using a different credit card or we can check if the item is available at the nearest
store where you can directly place the order and pick up the item, How does that
sound? I would like to confirm that your shipping address is 122 E 42nd St. New York. NY 10168
Would you like a case number for today’s call? This case number is your reference number for
today’s call. 354532348
Have I answered all of your questions for today, EMILY?
Thank you for calling Best Buy. Have a great day!