Summarizing assures both the listener and speaker that a complex message was received and understood. To summarize, restate the key components of the conversation.

Summarize the customer's situation in your own words in the following text box.

Customer says, "Customer says, "When the package arrived the parts were not wrapped with protective paper and many of them were damaged."

"I called and talked with someone else with your customer service group and they said to send it back.

"Now the package is back with me because there was no return authorization code.

"And I got charged shipping again."

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