Person A: *answers phone* Hello, thank you for calling XYZ Company. How can I assist you today?
Person B: Hi, I have a question about my recent order. I received it and there seems to be an item missing from the package.
Person A: I apologize for the inconvenience. May I have your order number, please? I will look into this for you.
Person B: Thank you, my order number is 123456789.
Person A: Thank you for providing that. Let me check the details of your order. It seems that there was indeed an error in our warehouse and one item was not included. I apologize for this oversight. We will take immediate action to rectify the situation.
Person B: Thank you for acknowledging the mistake. How will this be resolved?
Person A: We can certainly offer you two options. We can either send you the missing item separately with expedited shipping to ensure you receive it as soon as possible. Alternatively, if you'd prefer, we can issue a refund for the missing item.
Person B: I would appreciate it if you could send me the missing item. Could you please ensure that it is sent out today?
Person A: Absolutely, we will send it out today and provide you with the updated tracking information. Is there anything else I can assist you with?
Person B: No, that was my main concern. Thank you for your help in resolving this issue promptly.
Person A: You're welcome! We apologize again for any inconvenience caused and appreciate your understanding. Should you have any further questions or concerns, please don't hesitate to reach out to us. Have a great day!
Person B: Thank you, you too. Goodbye!
Person A: Goodbye, take care!
Role play for answering call example
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