| Good afternoon This is Catherine thank you for calling Smith how can I help you today | 1 | 00:00:000 | 00:09:009 |
| oh hi 'Catherine' look I've got this problem I've received this item and it's a bit damaged | 2 | 00:09:598 | 00:15:647 |
| oh ok [filler/] I'm really sorry to hear this I just need to get some details from you could I please have your order number | 1 | 00:16:427 | 00:24:979 |
| [filler/] two six seven eight | 2 | 00:25:862 | 00:28:742 |
| Okay thank you and could I have your full name please | 1 | 00:29:420 | 00:33:229 |
| okay thank you 'Lisa' and could I have your full address please | 1 | 00:40:377 | 00:44:429 |
| okay thank you very much and 'Lisa' can I ask you which item of of ours you have would is damaged | 1 | 01:03:406 | 01:13:860 |
| [filler/] It's a curtain I ordered the white sheer curtains and it's just got these small holes in it | 2 | 01:14:361 | 01:19:999 |
| okay okay oh I'm sorry to hear that that's [filler/] really inconvenient for you | 1 | 01:20:860 | 01:26:475 |
| oh that's okay you know not everything is perfect in life it's it's just a curtain | 2 | 01:27:839 | 01:32:930 |
| okay okay [filler/] [filler/] would you like a refund on on this purchase or an exchange | 1 | 01:32:085 | 01:42:119 |
| [filler/] well I still need the curtain so can I have an exchange please | 2 | 01:42:739 | 01:46:786 |
| Okay [filler/] for us to replace your curtain [filler/] right away We just need to [filler/] have a photograph of the damages please | 1 | 01:47:821 | 01:58:106 |
| Yeah sure You got an email address that I can send it to | 2 | 01:59:031 | 02:03:142 |
| sure it HR Yes s m i t h | 1 | 02:04:019 | 02:15:515 |
| gmail dot com | 1 | 02:15:515 | 02:18:585 |
| cool no worries all right I'll send that off in about the next ten minutes or so | 2 | 02:19:828 | 02:24:166 |
| okay great and once we've received the photo [filler/] and we can see the damages we will send you a a new curtain straight away | 1 | 02:25:052 | 02:35:169 |
| oh cool [filler/] oh and by the way will I be charged for shipping for that | 2 | 02:36:439 | 02:41:699 |
| no no there's no cost to you at all shipping is is free on this | 1 | 02:42:436 | 02:47:400 |
| oh great [filler/] [filler/] plus also what what else could I do regarding the the shipping the red you know the returning of the damaged item [v_n/] | 2 | 02:48:503 | 02:59:981 |
| [filler/] what what's your return policy process | 2 | 02:59:981 | 03:03:434 |
| OK well you can kind of send it to us by mail or you can also bring it to one of our stores | 1 | 03:04:836 | 03:11:952 |
| Alright which store around here Would I be able to take it to | 2 | 03:13:022 | 03:16:362 |
| Any [filler/] branch of 'Smiths' is [filler/] acceptable for that you can just return it anywhere that's convenient to you but I just need to let you know that after thirty days [filler/] you will be charged for the new curtain if you haven't returned the damaged [filler/] item | 1 | 03:17:550 | 03:37:710 |
| oh alright then great oh thanks for letting me know that | 2 | 03:37:627 | 03:44:088 |
| You have you got to do this within thirty days | 1 | 03:37:710 | 03:40:541 |
| Okay Lisa my pleasure [filler/] Is there any other assistance I can give you today | 1 | 03:45:546 | 03:51:020 |
| No I think we've covered it all Thanks very much | 2 | 03:51:490 | 03:55:258 |
| Okay well thank you very much 'Lisa' for calling 'Smiths' and I was just like you to stay on the line and just complete a very short [filler/] client satisfaction survey following our call | 1 | 03:55:571 | 04:07:621 |
| Yep no worries I'll be glad to do that Thank you Bye | 2 | 04:08:451 | 04:12:115 |
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