Shadowing Practice: Lost Parcel Mock Call Sample - Learn English Speaking with Video

this is claire and this is candace

and today they're going to handle the same issue from the

same customer tabitha ratchet the point of this video is to show you the difference between bad

and great customer service

and what i want you to do is to notice the difference between the two

and then comment down below your observations all right let's begin

thank you for calling question this is claire how may i help you today

i still have not received my order you said i would receive it on the 20th

so the 22nd still nothing i don't know what's going on but

if it's not too much of a bother to you i

would really really not love to get what i paid for

you know what i mean okay may have the order number

and your first name 498 4977 tabitha ratchet thank you let me just check

that here I mean it's ridiculous

if there's a delay you could just tell me it's not like you don't have my email

or anything you didn't notify me at all if I forgot

that I'd ordered it

which by the way happens sometimes then I'd completely be paying

for nothing one moment please will I check your order status

unbelievable are you even listening to me I am that's why I'm gonna check this status for you, okay?

Okay, fine.

Go ahead.

Thank you.

Okay, according to the FedEx note here, your parcel was delivered on the 20th at 10 a .m

and it was left on the front porch according to the notes.

What?

You're kidding, right?

Okay, okay first of all my apartment has no front porch second

the only way to deliver parcels in a residence is by

leaving them to the concierge that's it third I was at home the whole day on the 20th

and no one literally no one knocked on my door

or called my number to notify me of a parcel

so whatever this FedEx guy saying he's lying okay he's lying

have you tried checking with the buildings concierge to see

if they have kept a package for you or i just checked this morning and the answer is no

there's no parcel otherwise it wouldn't be calling you how about your neighbors have you checked with them to see

if they received your parcel just just what light of questioning is this are you saying

that my neighbor stole my parcel no no no i'm not saying

that what i'm saying is they might have received your parcel while you were away.

You're not listening to me.

I told you I was in the apartment the entire fucking day.

If someone delivered a parcel, the concierge would have received it by now.

Second, and I repeat, the only way we receive parcels here is through the concierge.

Nothing else.

No front porch, no neighbors.

We're even asking about my neighbors.

They have nothing to do with this.

And shouldn't you be questioning the fact that FedEx said I have a front porch when I clearly don't?

Tabitha, I'm just doing my job.

This is a standard protocol we have to make sure

that the receiver has checked all the possible places the parcel could have been delivered

so do your job right you're not even trying I've been spending my time here listening to you

and the only thing you're doing

so far is asking me dumb questions like what kind of

service is this I just want to get what I paid for is

that so wrong to ask please calm down Tabitha I'm here to help you then help me

and for God's sake do it well jesus christ okay tabitha i'm sorry

that this happened to you but oh yes i bet you are

okay for us to resolve this i will send you an email please reply to

that email to confirm in writing that you did not receive the parcel after

that i'm gonna i'm already talking to you what do you

need me to email you for i'm i'm telling you right now i did not receive my parcel

so do something about it now it's it's not

that simple Tabitha you have to confirm in writing

because that's what we're gonna show FedEx so they can begin the investigation

so no this is necessary to prove

that we are not making this all up once the claim is filed we will investigate

and depending on the investigation it will take seven around seven business days

and then we can refund or replace or find your missing parcel

so just file a dispute and get my money back

you know that i'm being nice right now right i am contacting you first

when i could just have phoned my bank

and mark you as fraud in an instant you know

that right i wouldn't recommend that as

that might poorly reflect on your credit score especially

that it shows delivered you know

so the best option i recommend is to let us file a claim on your behalf that's what i recommend

You know what?

With the ridiculousness of the situation, I can't even bring myself to be mad anymore.

Like, what is the point anyway?

You basically have the emotional intelligence of a peanut, so.

i envy you that's for sure okay so uh how would you like to proceed

well it's not like i have a choice take care of

it deal with fedex i didn't pay you to make me file the claim myself

so okay so after you confirm through email

that you did not receive your parcel i will file a

pdnr for you what's pdnr it means parcel delivered not received

and will take take it will take five to seven business days okay what happens

if the parcel isn't found is the replacement available in your warehouse i need a replacement for

that i want a refund

um well since this is a dropship item we don't have the item in stock in our warehouse

so i would first have to check with the dropship team for its availability

but yes i will take note of that what's the dropship it means

that the item is in another warehouse

and we don't have the inventory for it

so we will first coordinate with the supplier you know what you are making my head spin

so let me get this straight seven business days for the investigation

and if not found

which is probably the case 99 % of the time you can check with a team

100

if it's available and then what another seven days to deliver the replacement yes correct

101

well i tried to be nice to you guys

102

but it seems like you left me no other choice i will file a dispute

103

and i will never shop from your site again

104

tabitha as much as i would like to help you this

105

is the best i can do for you i have to

106

follow the company policy as i said we can issue a replacement

107

but we first have to file a claim and

108

that will take five to seven business days if

109

that is too long for you to wait which

110

which i understand i suggest that you place another order with a different shipping address

111

while the investigation is ongoing and we will just refund you for the first parcel

112

but we first have to wait for the claim blah blah

113

blah just stop okay just stop i don't care anymore i hope your company goes bankrupt

114

and then no company will ever hire you again your your

115

attitude has been pretty disgusting condescending the moment you picked up a phone

116

and i cannot cannot for the life of me imagine an employer who would want to hire you for

117

that attitude continue living your miserable life i'm just gonna go ahead and file

118

that dispute bye -bye thank you for calling question this is

119

candace how may i help you i still have not received

120

my order you said i would receive it on the 20th

121

so the 22nd still nothing I don't know what's going on but

122

if it's not too much of a bother to you I

123

would really really know love to get what I paid for you know what I mean oh

124

if it's beyond the promise delivery date we definitely need to look into

125

that may have your number in your full name

126

so I can check for you that's exactly what I'm thinking like I don't understand what's taking

127

so long anyway the order number is four nine eight four nine seven seven

128

and my name is tabitha ratchet thank you tabitha i will now go ahead

129

and pull up your order and hopefully i can give you an immediate answer one moment please go ahead thank you

130

okay like what she said the estimated delivery date is on the 20th it's not 20 seconds

131

so it's two days late normally

132

when a parcel is late like this we send an email informing you of the delay

133

so let me visit the FedEx website and track it thank you Candace

134

that would be appreciated I am actually haven't tried tracking it

135

on the FedEx website since you already gave me the delivery date through email

136

so yes please go ahead okay according to the FedEx note

137

here your parcel was delivered on the 20th at 10 a .m.

138

it said

139

that it was left on the front porch have you tried

140

checking your front porch what what what what you're kidding right

141

okay okay first of all my apartment has no front porch

142

second the only way to deliver parcels in a residence is

143

by leaving them to the concierge third i was at home the whole day on the 20th

144

and no one literally no one knocked on my door

145

or called my number to notify me of a parcel so whatever this fedex guy is saying

146

he's lying okay he's lying that's that's definitely odd have you tried checking with your building's concierge to see

147

if they have kept a package for you i just checked this morning

148

and the answer is no otherwise i wouldn't be calling you

149

yeah your neighbors also wouldn't happen to receive it right since

150

as you said all parcels go to the concierge correct and

151

if the note says he left it on my doorstep again

152

that's impossible no one can access our doorsteps here except us tenants.

153

So there's clearly a mistake here.

154

Yes, that makes sense.

155

So here's what we're going to do, Tabitha.

156

It is likely that FedEx delivered the order to the wrong address, so I will file a PDNR claim on your behalf.

157

It means parcel delivered, not received.

158

What this does is to let FedEx investigate to find your missing parcel, and after the investigation, we will either refund,

159

replace, or find your missing parcel.

160

Okay.

161

Yeah, and for me to initiate the claim, I will send you an email right now.

162

please reply to that email confirming

163

that you have not received your parcel um uh your response to

164

that email is very important because that will serve as the documentation proving to fedex

165

that you are requesting for us to file a claim on

166

your behalf okay whatever happens i'm gonna get my refund though right you're right of course um

167

and the sooner they find your parcel the better by the way uh in the event

168

that the parcel isn't recovered would you prefer a replacement

169

or a refund i need a replacement for that i don't want a refund okay i will make note of that

170

and after the investigation

171

which usually takes five to seven business days i will check with the supplier for its availability availability

172

and then they can process the replacement for you

173

okay it's disappointing that this is to happen

174

but okay whatever at least i don't have to file a

175

dispute to be honest i was i was already thinking of calling my bank this morning

176

and filing a dispute yes um this is definitely not the experience that we want you to have but

177

we will try our best to make this as easy as

178

possible for you considering the situation i will also keep this case in progress

179

so whatever questions you might have during the investigation

180

you just reply to the same email thread and i will be there to answer your questions

181

so let me get this straight seven business days for the investigation

182

and if it isn't found you're going to check with the team

183

if it's available and

184

if it's available another seven days to deliver the replacement yes tabitha that's correct

185

but of course if they find the parcel during the investigation then you don't need to wait

186

that long that's already the maximum time frame yeah well i hope they do

187

but i honestly don't have much hope for it but okay replacement's fine i guess Okay,

188

yeah, I cannot guarantee that 100 % that they would find your missing parcel, but there have been cases in the past when they did find the missing parcel.

189

And I will, of course, update you throughout the process.

190

Okay, so I guess that's my best option.

191

What do you need me to do?

192

Just reply to your email saying that I didn't receive the parcel?

193

That's correct.

194

I have just sent you the email.

195

All right, I will reply in five minutes.

196

I'm going to have my lunch break.

197

What's your name again? candace all right candace thank you

198

so much that's all i need for now i have to

199

go bye enjoy your lunch tabitha thank you for calling question

200

bye all right as you can see this video is purely mock calls

201

if you want detailed explanations of all the things

202

that claire did wrong and candace did right head over to this video at the top

203

which will be available on my next upload all right i

204

think that's all that's all for today it's really awkward vlogging outside

205

but oh well i gotta get used to it so thank you for watching bye

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