Hi,
I speak and write English fluently. I have over 13 years of experience in Customer Service and Customer Support. I have worked with clients from various countries like USA, Canada, UK, Australia, New-Zealand, Singapore, and Malaysia. I have a stable 10 mbps broadband connection.
Here are the answers to your questions:
1). After 4:00 AM and before 8:00 AM (UTC−05:00) is after 2.30 PM and before 6.30 PM here in India, so it is very convenient for me to complete the job each day between the time you've mentioned.
2). We are very sorry that you received a damaged item. We take utmost care while shipping the items so such cases are rare. We would be happy to send you a replacement at no extra cost to you and we will process your request for replacement at the earliest so we could deliver the new item in the least time possible and pick up the damaged good from you. Our Delivery man will be at your doorstep in no time.
We are very sorry once again and we would appreciate your understanding and patience in this rare occurrence.
3). I have had so many that it comes to me naturally now. All I have to do is acknowledge their feelings of frustration, genuinely apologize, address their issue, assure them of its resolution at the earliest and resolve the matter at the earliest.
4). Acknowledge it, address it, assure the customer of fast track resolution, resolve it asap.
Let me know if this suits you please. Thanks.
Best Regards,
Anuj Kumar Rai