Transcript
Part 1: You will hear a telephone conversation between a customer and a support agent discussing a subscription pause.
AGENT: Welcome to Bean Crafters Support. How can I help you today?
CUSTOMER: Hi, this is Liam. I need to put a hold on my upcoming deliveries for a little while.
AGENT: Absolutely, Liam. I can certainly arrange a subscription pause for you. Could I have your last name, please?
CUSTOMER: Sure, it’s Vossler.
AGENT: Is that spelled V-O-S-L-E-R?
CUSTOMER: Close. There’s a double S. It is V-O-S-S-L-E-R.
AGENT: Thank you, Mr. Vossler. To access your profile, I just need your Account PIN. It’s a two-digit number.
CUSTOMER: Oh, right. I thought it was 71, but I changed it recently. Let me check my phone… it’s 84.
AGENT: Perfect, I am in your account now. I see you’re currently receiving our premium Signature box.
CUSTOMER: Actually, I downgraded last month. I’m strictly on the Classic tier right now.
AGENT: Ah, my system just refreshed. You are right, you have the Classic box. Now, when would you like this pause to take effect?
CUSTOMER: I still want my July shipment. Let’s stop the deliveries right after that, starting in August.
AGENT: Got it. And how long do you need the hold to last? We usually do four weeks, but we can extend it.
CUSTOMER: It will need to be longer. I was thinking eight weeks, but just to be safe, make it 9 weeks. I don’t want a box sitting on my porch while I’m away.
AGENT: I will lock in 9 weeks for you. Do you mind if I ask the reason for the break? Just for our internal records.
CUSTOMER: Not at all. I am doing some extended travel across Asia.
AGENT: That sounds wonderful! When your deliveries resume, as a welcome-back gift, we can include a complimentary item. We offer extra beans or vanilla syrup.
CUSTOMER: I still have plenty of beans, so I’d love the syrup. That sounds great.
AGENT: Done. Also, when you get back, do you want us to keep sending the boxes to your home?
CUSTOMER: Hmm. Now that I think about it, it would be much safer if you ship them straight to my office instead.
AGENT: I have updated the destination. That is a smart move, it ensures your box is securely delivered during work hours. Now, before we finish up, since you’ve been a loyal member, I’m issuing a coupon to your account. You can apply it to any holiday orders.
CUSTOMER: Oh, I really appreciate that. That is very kind of you.
AGENT: You’re very welcome. I will finalize the pause right now. Usually, we mail a confirmation letter, but would you prefer a text to your mobile?
CUSTOMER: Yes, a text would be much faster.
AGENT: It is on the way right now. Have a fantastic trip, Liam!
