Hi, my name is INCOM_NAME, I would like to follow up about your recent purchase.
Hello NAME, what purchase is this regarding?
I need to confirm who I'm speaking with before I can continue.
You have my purchase information
I understand that, NAME, but this is for your account safety.
I appreciate that consideration
If I could start with your billing address, that would be great.
Do you mind sharing what company you are representing?
Of course, I'm a CSR with Amazon, working in the Raleigh office.
Thanks. and your name is NAME?
Yes, REAL_NAME
Thanks NAME. Can I have a phone number to contact you in case this is interuppted?
Not a problem, Jim, that number would be REAL_PHONE
Thanks. Now what product is this phone call concerning?
I haven't accessed the product information, my notes say there was a delay in shipping.
And what can I do to solve this problem?
I'm here to restore your confidence in Amazon. After confirming details, we can offer a shipping refund.
Do you have a likely reason for the delay in shipping?
The warehouse was suffering some residual delays from the ""snow-mageddon"" cold snap.
Okay great. I am okay with proceeding in shipping the product once the storm has passed
This experience does not match our customer service standards, we'd like to make it right.
I understand. What do you propose I do to confirm my identify with you?
We just need your address and CC info, I know it's a pain, but it's our policy.
What is my CC info? yes