Thank you for contacting Acme.  How may I help you today?
I was hoping to change my shipping method, so I can avoid shipping fees.
Okay, I can help with that
Thank you.
I'll just need to gather some information from you, so that I can pull up the order and hopefully make some changes
Great, thank you.
May I ask your full name, account ID, and the Order ID and then, while I'm checking on that, if you could also let me know your membership level and the current status of your order, that would also help
My name is Alessandro Phoenix, my account ID is WT9GEY6WT6 , my Order ID is 6492501021, my membership level is silver, and it says in transit.
Thanks, Mr. Phoenix.  I have your account now Good news and bad news, the item has already left our warehouses, and it's already in the postal-service's hands, so I can't really do anything to change the delivery date however, since you are one of our most valued customers, I can go ahead and refund the shipping costs
That would be wonderful, thank you!
If I could just keep you on the line for a moment, I'll make some updates in the system
Sure, thank you.
There we are.  The shipping fees will be credited to your account, and your package should still arrive on its expedited shipping schedule
Thank you so much!!
So I think we're all set now.  Is there anything else I could assist you with while we're here?
No that was all!
Excellent.  Have a great day, Mr. Phoenix