H A R R Y  &  d A V I D 

Step 1: "Thank you for calling Harry and David, my name is _____.  May I help you with an order? (wait for the customer to respond)"

Step 2: Acknowledge the customer's concern and identify the reason for the call. Sample: "I'll be more than happy to assist you in placing an order." or "I'll be more than happy to assist you with your order."

Step 3: Get the order number. "May I have your order number please?" 

• If there are no order numbers, you may ask the name to address the customer properly

• You may skip if there are no order numbers

Step 4: Verify the key information as needed. "For the security of your account, can you please verify your.."

• Customer's Name (First and Last Name)

• Street Address

• Email Address

Step 5: Acknowledge the details that the customer has given by thanking them. "Thank you for providing that information."

Step 6: After acknowledging it, paraphrase the concern of the customer to confirm understanding. "To confirm my understanding, your concern is about..."

Step 7: Choose from the concerns below to better assist your customer.