[Your Name]: Good morning/afternoon. Thank you for calling Lichtenberger Verpackungen. My name is [Name]. I'm truly sorry to hear that you have a concern, and I'm here to help. Could you please provide more details about the issue?

[Your Name]: To ensure I provide the best assistance, could you share your order number or any other identifying details?

[Your Name]: Please tell me more about the specific problem you encountered with the packaging.

[Your Name]: Thank you for sharing that, [Customer's Name]. I understand your frustration regarding [specific issue]. Let me make sure I've got everything right: [summarizes complaint]. Is that correct?

[Your Name]: Thank you for clarifying. I apologize for the inconvenience. Let's see how we can resolve this for you.

[Your Name]: Based on what you've told me, I can suggest [potential solution, e.g., a replacement, refund, discount on next purchase]. Would that work for you, or do you have another preference?

[Your Name]: Great. I've initiated the [agreed-upon solution]. You can expect [what the customer should expect next, e.g., "a replacement to be delivered in 3-5 business days"].

[Your Name]: I assure you that we take such matters seriously at Lichtenberger Verpackungen, and I'll also ensure feedback is passed on to the relevant team for improvement.

[Your Name]: Is there anything else I can assist you with or any other concerns you'd like to share?

[Your Name]: We value your feedback and truly apologize for any inconvenience caused. Please don't hesitate to reach out if you have any further questions or concerns. We appreciate your business and patience in this matter. Have a great day!