Offline Notepad View raw

Shared snapshot

SALES CALL

SALES CALL ( Birthday) Agent: THAKYOU FOR CALLING 1800 FLOWERS.com My name is Jam How can i assist you today?

"A birthday! That's wonderful. I'd be more than happy to help you find the best arrangement to make his/her day special.

  1. Before we proceed may I ask your first and last name pls? Home Address:

May I ask your budget range? Do you have a preferred flower type or color?

Location: "Is this going to a residence or a business? And may I have the recipient's zip code to check availability for delivery?"

  1. Based on what you shared, I recommend..... Its one of our most popular choices.

We also offer add-ons like chocolates, teddy bear.....

would you like to add any of these to make the gift extra special?

  1. Great Choice: Let me confirm the details with you.

Recipient Name: Delivery Address: Delivery Date: Arrangement: Add Ons:

  1. Whether you're ready, I can go ahead and process the order for you.

  2. Have I addressed and resolved all of your concerns today?

  3. Your order has been successfully placed. y and you'll receive a confirmation via email.

  4. Before we say goodbye, Allow me to share an easy way to save money all year round. Our Celebration Passport Program frees you from standard shipping and service charge payments on eligible products from our family of brands. The introductory price is only $19.99, and discounts start today. Shall I add this to your order?

  5. Okay Perfect! Again thankyou for doing business here at 1800 flowers.com This is Jam speaking. HAve a great day.

(SYMPATHY) Agent: THAKYOU FOR CALLING 1800 FLOWERS. My name is Jam How can i help you today?

  1. Agent: "I am truly sorry for your loss.... Please know that I will take personal care of this order to ensure we express your sympathy perfectly."

  2. Before we proceed may I ask your first and last name pls? Home Address:

May I ask your budget range? Do you have a preferred flower type or color?

  1. [RECOMMENDATION]

"Thank you, [Customer Name]. To check availability and local delivery options, do you have the zip code for where the service or the family is located?"

Agent: "And is this being sent to a funeral home, a church, or a private residence?"

  1. Great Choice: Let me confirm the details with you.

Recipient Name: Delivery Address: Preferred Delivery Date: Arrangement: Add Ons:

  1. Whether you're ready, I can go ahead and process the order for you.

  2. Have I addressed and resolved all of your concerns today?

  3. Your order has been successfully placed. and you'll receive a confirmation via email.

  4. So before we say goodbye, i see that you aren't a Celebration Passport member yet. its a free shipping/no service charge on eligible items for one full year for only $19.99, and discounts start today. Shall I add this to your order?

  5. Okay Perfect! Again I'm truly sorry for your loss, and thankyou for choosing 1800 flowers. Have a great day.

Is there anything else i can help you with? Thank you, for giving me the opportunity to make this right for you, and for trusting us here at (BRAND)."

CUSTOMER SERVICE CALL

  1. Thank you for calling 1-800-Flowers, my name is [Agent Name]. How can I help you today?"

Customer: Hi , I’m calling because my order was supposed to be delivered at 1 pm, but it never arrived. This was for a very important occasion for my daughter. so can you tell me where my order is

  1. Agent: I understand how disappointing it is to have your order delayed, and I sincerely apologize for the delay/ inconvenience. I'm committed to making this right for you and ensuring that your next experience with us exceeds your expectations.

I understand your concern and I sincerely apologize on behalf of 1800 flowers were not able to deliver the flowers on your expected delivery date. rest assured you have me on the line and I'm going to make sure that after this call will make this right for you. and for me to properly address you. May I have your order number pls?

  1. Before we proceed may I have your order number pls

customer: order Number: 362150403 name: colleen mccreary c- Charlie o- oscar ll- lima ee- echo n- November m- mike cc- Charlie r- Romeo e- echo a- alfa r-Romeo y- yankee

  1. address: 6241 lake Ariana ave San Diego, CA 92119 USA phone number: (206) 8171460 email: cmccreary1031@msn.com

Recipient; Sharon Barger S- sierra h- hotel a- alfa r- Romeo o- Oscar n- November

b- bravo e- echo r- Romeo g- golf e- echo r- romeo address: 1525 W Glenrosa ave pphoenix Arizona 85015 USA

also can i pls put you on hold for a minute ill just check your order here... hello colleen

thankyou for patiently waiting

  1. upon checking your order here.. its still.. currently in transit and it will delivered up until 8pm today.

if your recipient didn't receive via email. please dont hesitate to contact us and we'll be happy to assist you. IS that okay?

  1. Just to confirm the details of your order its a Vibrant Floral Medley with a happy birthday gift message is that correct?

:alright thankyou for the confirmation

  1. Have I addressed and resolved all of your concerns today?

  2. Is there anything else i can help you with? Thank you, for giving me the opportunity to make this right for you, and for trusting us here at 1800 FLOWERS." Have a Great Day!

SERVICE CALL LATE DELIVERY

  1. THAKYOU FOR CALLING 1800 FLOWERS. My name is Jam How can i help you today?

  2. I understand your concern and I sincerely apologize on behalf of 1800 flowers.com were not able to deliver the flowers on your expected delivery date. rest assured you have me on the line and I'm going to make sure that after this call will make this right for you. and for me to properly address you. May I have your order number pls? First and Last Name: recipients name: delivery date:

Thankyou so much for the information also can i pls put you on hold for a minute ill just check your order here..

  1. Let me make things right for you by having a nice arrangement redelivered to the recipient. Do you want me to proceed with that?

  2. I understand. Let me make things right for you by processing the full refund back to your account.

REDELIVERY 4. upon checking, the local shop is already close and as much as I wanted to call them to push the delivery today, no one will be able to take my call. Let me make things right for you. please allow me to surprise the recipient b sending a nice arrangement for tomorrow or at the earliest delivery date. I see that you ordered a XX.XX arrangement but this time let me send an arrangement amounting to $XX.XX. Im sure the recipient will love it. Does this work for you?

REFUND 5. I have successfully processed the full refund for you, and it will reflect back to your original pavment method within 3-5 business days you will also receive an email confirmation about the refund within 24 hours.

And since we wanted to have another chance with you, allow me to give you a $15 savings pass that you can use towards your next purchase with us. is that okay with you?

  1. Again, Please accept our sincerely apology with this. Um I was able to complete the refund/redelivery and the $15 savings pass. Will it be okay if I'll call the recipient's to apologize as we were not able to deliver the gift?

7.I understand. I will be calling the recipient or [NAME] after this call. However, I don't want to end this call knowing that you still have concerns. Is there anything else that I can do to make this right for you?

  1. Again, Im sincerly apologize for the inconvenience [NAME], And Thank you, for giving me the opportunity to make this right for you, and for trusting us here at 1800 FLOWERS." Have a Great Day!

8009310434 18f outbound country= U.S choose inspiro wrap up code= test call

InspiroJnry2615!! Inspiro@VDAY15!