1-Read the complaint and identify the problem and the solution.
A customer its calling to a company because a product he bought from them a fitness machine is missing a part.
The main problem is that the customer is calling one month after buying the machine and the company says that the orders are checked before shipping. Also the customer doesn't know the name of the missing part.
The solution is posible because the customer gives a brief description of the part and the assistant identifies that the missing part is a gear. And they will send the gear in four to six days.
At the end the assistant apologize for the inconvenience
2-. Underlined the questions the assistant did to the customer
The questions the assistant did to the customer were:
What can i do for you?
are you sure sir?
Do you know the name of the missing part?