A customer contacts you because their consolidated ocean shipment has arrived completely water damaged. 

Create scripts detailing either phone calls (first script) and/or email interactions with this customer for your chosen scenario.

- Your first script must be a phone call. - You must show at least 3 separate interactions, but maximum 4. i.e.

- Script Interaction #1 must be a phone call.

- Script interaction #2 could be a return phone call or email.

- Script interaction #3 could be a phone call or email. - After your basic salutations (i.e. good morning, regards), your 1st script/interaction should include minimum 5 questions or statements by the customer and 5 questions or statements by you. - 2 nd and 3 rd scripts can be shorter with 2-3 questions or statements each by the customer and you.

- Dialogue should be concise recognizing that in a busy work environment this is expected and appreciated. - Scripts must be realistic and should demonstrate the strategies learned throughout the semester. - The goals are customer loyalty and retention.