The listening
Theo: Hi, this is Theo. I ordered a package, but it never arrived.
Nina: Hello Theo, I’m sorry to hear that. Can you give me your order number?
Theo: Sure, it's 12345. It says delivered, but I didn’t get it.
Nina: Let me check... Ah, it was sent to 12 Pine Street. Is that correct?
Theo: No, I live at 21 Pine Street. That's the problem.
Nina: I see the mistake. We can send a replacement. Would this Friday work?
Theo: Friday works, but can it be in the morning?
Nina: Yes, we can arrange a morning delivery. Thank you for your patience.
Theo: Thank you for sorting this out. I'll expect it Friday morning.
Nina: Great, your replacement will arrive then. Have a good day!