Sales Call: ales Call: 1. Good day! Thank you for calling Welcome to 1,8-000 flowers.com my name is Izzy. How may I help you today? If did he not say his name ask his name and address to call him jordan 2.E: Empathize "I understand you’ve been waiting a long time," or "I see that you were charged twice for this service". ( how sweet of you, sorry for your lost, sorry to hear that) "I can see that you are upset," "That sounds incredibly frustrating," and "It makes total sense that you would feel that way. "I can see that you are really upset about this, and I'm here for you". "That sounds incredibly frustrating". "It's completely understandable that you'd feel that way given the circumstances". "I can imagine how exhausting this must be for you". "I’d feel the same way you do in your situation". "I understand why you are angry about that". Offering Support and Connection "I’m sorry you’re going through this". "What can I do to help you?". "I wish I could do something to make this better". "I’m on your side here". "I'm here to support you through this process". In Professional/Customer Service Contexts "I can hear how important this is to you". "Thank you for your patience while we work through this". "I know this has been a challenging experience, and I am committed to finding a solution". "I understand you don't have much time. I'll do all I can to resolve this quickly". A: Acknowledge how you understand the customer's situation by sharing their feelings. I know you're having a ... day. R: Reassurance "I’m going to personally check this for you," or "I will make sure we get this fixed right away" Support & Presence: "I'm on your side," "I'm here for you, no matter what," and "Lean on me". Validation: "It’s okay to feel this way," "Your feelings are valid," and "I understand why you are worried". Future-Focused: "We’ll figure this out," "This is temporary," and "We’ll get through this together". Affirmation: "I believe in you," "You are doing your best," and "I'm proud of you". 3. To better assist you, can I please have your" Customer's Name Home Address ask for order if not available I'll go aheda and check the availabilities on our website, while im checking, it is fine to put thios call on hold for about 1-2 min. back 4. the best arrangement that I can offer you... Introduce the best sellers and offer the item that best suits their concerns. (Make sure to sound upbeat if the flower is for birthdays or just because.) (If the flower is for sympathy, make sure to sound more empathic as they are going through a hard time. (the info of the product. ) perfect choice! 5. for the process for the security of your account, please can I have your card details 4 debit/credit (exp date, security code, credit secuc code 981 exp 0128 recipients name 1 home address 2 preferred delivery date time frame 3 what date and time do you want? tom lynda carter 3456 harvest alr lane chicago illinos 11 6. can i hold this call for a minute to confirm your information? Thank you for waiting 7. I would like to let you know that your order is process 8. "Have I addressed and resolved all of your concerns today?" 9."I'm glad that everything is taken care of, and before we say goodbye, you can get exclusive savings of up to (come up with a percentage off) % if we complete another order for you today. Shall we go ahead and place another order today?" 9. 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?" 10. I hope you are extremely satisfied with the service that I provided today. You may receive an email survey asking you to rate your experience with me, and your overall experience with 1800FLOWERS.COM." 11. :Thank you for doing business with 1800Flowers.com. Again, my name is ___ . Have a great day!" CLOSING SPILL: "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)." "May I put you on a brief hold while I get this information for you? I would be concerned about shipping perishables in hot weather too! We guarantee our products, so you can shop with confidence." The ACE Guideline stands for Accountability, Consistency, and Ethics. :::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::: Jim McCann, Founder and Chairman, turned a single Manhattan flower shop into a billion-dollar retailer. Driven by a belief in the power of human connection, he is a pioneering innovator, philanthropist, and entrepreneur. Jim also founded Smile Farms, a nonprofit providing meaningful work opportunities for people with disabilities, and continues to guide the company’s vision today. Innovator: floral& gifting arrangement: 1800 flowers.com, simply chocolates, sharis berries, 1800 baskets.com, fruit bouquets, napco, bloom net, alice table gourmet food &gifts: harry and david, cheryl's cookies, vital choice, moose munch, wolferman's bakery, the pocorn factory, scharffen berger, design pac personalized keepsakes: personalization mall, things remembered (your gifts made personal.) NEW CEO Adolfo Villagomez became Chief Executive Officer in May of 2025, marking a historic new chapter as the first leader outside the McCann family. Building on the company’s strong foundation, he’s leading 1-800-Flowers.com, Inc. into a transformational era focused on innovation, growth, and connection. digital innovator: combbines technology and strategy to elevate the customer experience proven leader: Formerly led progress residential and the home depot's online business, driving billions in e-commerce growth. strategic visoonary: Leverages deep operational expertise to drive transformation ans sustainable growth across diverse consumer-facing businesses. Jim McCann grew 1‑800‑Flowers.com Inc. from a single flower shop into a billion-dollar retailer, driven by connecting people and celebrating life’s moments In 2025, Adolfo Villagomez became the first CEO outside the McCann family, bringing extensive experience in digital strategy and business growth. 1‑800‑Flowers.com Inc. includes a variety of well-known brands—like Harry & David®, Cheryl’s Cookies®, Shari’s Berries®, and Simply Chocolate®—offering unique gifts for every occasion. Our family of brands offers a wide variety of gifts, from fresh flowers and plants to gourmet treats, chocolate, baked goods, and fruit arrangements. american customer: understanding american customer. how they value, giving gifts, Americans buy with both heart and mind. Gifting is emotional, it’s how people connect. Customers expect speed, quality, personalization, and empathy. Confidence and convenience create trust and loyalty American consumers buy with heart and mind. They seek both meaning and convenience Gifting is emotional. It’s how people express care, comfort, and celebration. Customers expect speed, quality, personalization, and empathy. Confidence and convenience make emotional purchases feel secure. Every interaction is a chance to create connection, and connection builds loyalty. ATLAS Brands Experience Smiles Guaranteed Happiness Delivered Gift Baskets That Deliver Heartfelt Moments Celebrating the Love of Chocolate So Much Fun. So Much Yum.™ floral five: 1800 flowers, sharis berries, 1800 baskets.com, simply chocolate, fruit bouquets. Gourmet good and gift brands: vital choice, harrys david, sheryl's cookies except cheryls cookies and popcorn not atlas brand Every Occasion Deserves a Celebration For Life's Delicious Moments SB: FOUNDED IN 1989 1800 BASKETS.COM: LAUNCHED IN 2009 ANDLOCATED IN JERICHO, NEW YORK POPCORN: 1979, JOINED 2002. LOCATED IN MELROSE PARK, ILLINOIS SIMPLY CHOCOLATE: 2017, JERICHO, NEW YORK FRUIT BOUQUET: 2011, JERICHO, NEWYORK CHERYL'S COOKIES: 1981,2005 JOINED, LOCATED IN WESTERVILLE, OHIO Lesson Summary Seven brands make up the ATLAS Brands portfolio Each brand has an unique tagline that captures their essence and vibe 1-800-Flowers.com, Shari's Berries, 1-800-Baskets.com, Fruit Bouquets, and Simply Chocolate are the Floral Five brands. A mix of homegrown brands and strategic acquisitions. PRODUCT TYPES FPT(FLORAL PRDUCT) GPT (GIFT PRODUCT) FLOWERS WHAT WE OFFER: ROSES, CARNATION,SUN F,DAISIES.PEONIES,TULIPS, ORCHIDS, LILIES Flower Color Meanings Roses Red: love, romance Pink: admiration, gratitude Yellow: friendship, joy White: remembrance, new beginnings Daisies White: innocence, purity Pink or Mixed: cheerfulness, playfulness Tulips Red: deep love Purple: royalty, admiration Yellow: cheerfulness, happiness Peonies Pink: romance, good fortune White: apology, honor, respect Often used for weddings and heartfelt occasions Orchids Purple or Pink: elegance, admiration White: thoughtfulness, beauty Ranunculus Pink: admiration, attractiveness Yellow: radiance, charm Often chosen for their romantic, whimsical look Lilies White: sympathy, purity Pink: compassion, prosperity Orange: passion, confidence Sunflowers Yellow: happiness, positivity, gratitude A perfect pick-me-up for Get Well or Thank You gifts Carnations Pink: gratitude Red: admiration, affection, love White: pure love, good luck PLANTS: BONSAI, GADRDENIA PLANT, DISH GARDENS, MONEY TREEE, BAMBOO PLANT, SUCCULENTS, SNAKE PLANT Plant Why Choose It Bonsai Symbolizes harmony and patience. A unique, artistic gift that shows thoughtfulness and care. Great for offices or as a centerpiece. Gardenia Fragrant and elegant. Great for romance or sympathy gifts. Symbolizes purity and peace. Dish Garden A mix of different plants in one container. Versatile and low-maintenance. Perfect for birthdays, thank-you gifts, or corporate settings. Trees Symbol of strength and endurance. A memorable gift for milestones like housewarmings or anniversaries. Bamboo Associated with good fortune and prosperity. A great option for congratulations, new jobs, or housewarming. Succulents Easy to care for and trendy. Perfect for younger recipients, minimalists, or office desks. Symbolize resilience and endurance. Snake Plant Extremely low-maintenance and air-purifying. Great for modern spaces or office environments. Symbolizes tenacity and clean ene Same-Day Gift Basket Delivery Look for the Same-Day Delivery in Select Areas banner on product images. Perfect for birthdays, anniversaries, thank yous, or just because. Place your order before 1:00 PM EST on weekdays for delivery in select areas. Lesson Summary There are seven ATLAS brands, each known for unique products like flowers, cookies, berries, popcorn, and gourmet baskets Customers choose gifts based on emotions connected to occasions such as birthdays, anniversaries, sympathy, and get well wishes. Understanding these emotions helps you recommend gifts that truly fit the moment. Customers shop by occasion and use website tools like product codes and filters to find the perfect gift quickly. Gift bundles combine items from multiple ATLAS brands, offering customers thoughtful options. Subscription and club programs provide recurring gift options that keep customers engaged and coming back. What is Knowledge Base? Knowledge Base is as a centralized hub for effectively providing necessary information for resolving queries and cases. As a repository of articles, it offers users quick access to essential information. Faster Solutions-Easily search for articles to help resolve interactions more quickly. Consistent Info-Access the same up-to-date information across teams. Centralized Content-Enterprise-wide content in a central location. Constant Learning-The more it is used, the more it learns and improves. How Article Titles Are Structured Article titles are designed to help you quickly spot the right one. Most follow this simple structure: Brand – Department/Skill – Topic Let’s look at this example: 18F – Sales & Service – Order Change Cancel Cutoff Brand: 18F (That’s 1-800-Flowers) Skill/Team: Sales & Service Topic: Order Change Cancel Cutoff (what the article is actually about) 💡 Tip: Skim titles to match the brand and skill area first — that’s your shortcut to finding the right article fast. What You’ll See in “More Matches” Clicking the More Matches dropdown shows two important things: Keywords: These are the search terms linked to the article. They help you find it faster. Description: A quick summary that tells you what the article covers. 💡 Together, they give you a preview so you can decide if the article is what you need before clicking it. Font colors are used to help you quickly locate or understand information. Bright blue = Hyperlink or jump link (link to a section in the article). Bright red = Important/Critical/Prohibited/Warning/Callout Bright purple = Scripting/Verbiage Bold black = Header, lead in on a bullet, callout Bright green = Helpful Tips/Yes Orange = Deadline/Time Sensitive Use 1-2 strong keywords only Check spelling before retrying a search Use filters to narrow results Try synonyms if your first word doesn't work use the book icon search smart scan, don't skim refine your search give the feedback favorite articles By clicking the [Recipient/Product Card Mesg.] or [Customer Payment] buttons at the top of your screen you can quickly access those parts of the order. You can do this during any part of your order after the Welcome Screen, but before the Review Order Screen. Lesson Summary ATLAS is our Order Management System (OMS) for placing, modifying, and servicing customer orders Always select the correct environment (Training or Production) before logging in. The Training environment is for practice and does not create real orders. The Production environment is for real customers and processes actual orders and payments. The Welcome Screen looks different by brand: CCO/TPF include catalog order details, while floral brands do not. Use the Tab key to move quickly between fields (Tab is your friend!). The beginning of a call- greeting, welcome secreen (Article KA-01175) The Middle of a call- adding recipients and products, Delivery Message, Gift Message, Promoting Codes The end of call- Customer Payment Screen USA: (City east islip) state NY zip ode 11730 country usa Zip code is provided by the customer. enter 6 numbers (no spaces). If the customer does not have the zip code, enter the city state and select the first zip code. confirm the city and state that ATLAS generates. CANADA: city Toronto state on zip code m5r 1h8 country canada Zip code is provided by the customer Enter 6 characters (letters and numbers and a space between them.) Customer may call it a postal code by enter it intp the Zip Code field. Confirm the city and province/territory that Atlas generates with the customer. california law article 03494 INTERNATIONAL: City roma state os zip code country International How to Use Key Spelling Repeat the information customers give you one letter or number at a time using the phonetic alphabet. Repeat credit card numbers 4 digits at a time. Verify item numbers and names clearly and accurately. Phonetic Alphabet A-alpha B-Bravo C-Charlie D-Delta E-Echo F-Foxrot G-Golf H-Hotel I-India J-Juliet K-Kilo L-Lima M-Mike N-November O-Oscar P-Papa Q-Quebec R-Romeo S-Sierra T-Tango U-Uniform V-Victor W-Whiskey X-Xray Y-Yankee Z-Zulu :::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::: opening call close call Promotions You Can Offer by Phone Customers can only be offered two promotions by phone—Save the Sale or Multiple Sale Offer. Use these promotions only when appropriate, and if a Save the Sale code is needed, contact your manager. When not to Use Chose an expedited shipping method. When you ask the customer if they have a promotion code and offer one if they don’t. When applying a promo code unsolicited, before giving the total, to “soften” the sale. When to Use Customer doesn’t want to make a purchase because of cost. Customer wants to order later after searching for a discount code. Customer wants to cancel their order after hearing the order total after service fee or tax, stating they can’t afford it. Promotion Save the Sale Offer the wrap-up script AFTER the customer has ordered everything. Before the customer has finished ordering their gifts. Multiple Sale Offer. KNOWLEDGE CHECK Would like to make this extra by adding a mylar balloon for $5.00? We can also add a box of candy or a stuffed animal. For an extra touch, we can add chocolate or a mylar balloon- which sounds best for this occasion? The End of a Call At the end of a call, you’ll move to the Customer Payment screen. Here, you’ll collect payment information, apply any Savings Passes or gift certificates, and confirm the order details. This step ensures the order is finalized and the interaction is closed smoothly. Promotion code: Custromer can receive promotional offers from email or on the website payment methods: phone, web, mobile app If we place the order in ATLAS for the customer, you will nedd to capture the credit card information to processthe order, even if the savings pass covers the full amount. If a customer calls to place an order over the phone, they can only use 1 Savings Pass per order. True False-No, in ATLAS you can enter up to 5 Savings Passes per order. On the web, you can only enter 1 Savings Pass per order. Empathy Empathy is the ability to emotionally understand what other people feel, see things from their point of view, and imagine yourself in their place. The customer may be in shock and confused, and sometimes may be difficult. They may inadvertently be directing their sadness/anger towards you and anyone else they interact with throughout the day. Remember not to take it personally. Treat each customer and order with care and respect, and use respectful sympathy terminology with your customer. Use terms like service casket Funeral Director Deceased Don't use terms like coffin/box undertaker dead motto: make this right The florist is typically open during the business hours of 9:00 AM to 5:00 PM. business hr. Lesson Summary Do not transfer VIP customers to the VIP priority team. Do not tell customers they are VIP customers. Sympathy orders need complete details to prevent delivery issues and ensure proper handling. Sympathy orders require at least 3 business hours from the time the customer calls to the requested delivery time to allow for proper handling and fulfillment. For funeral home deliveries, request the name of the deceased rather than the recipient to ensure accurate order details. For sympathy orders, use sensitive language and reassure the customer their order will be handled with care. International sympathy orders require a minimum 2-day lead time from the time of the customer’s call to the requested delivery date. :::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::: celebration passport Purpose & Value Celebrations Passport® is an annual membership that offers free standard shipping and no service charges on eligible gifts across the 1-800-Flowers.com Family of Brands—plus exclusive member offers and seasonal surprises throughout the year. :::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::: Customer Service Excellence emotional impact: standard emotional impact standard emotional TIER 1 Standard Emotional Impact What happened: A service issue occurred. How the customer feels: Disappointed or frustrated or annoyed. Why: The issue is inconvenient, but the moment itself is not significant or emotional. example: regular birthday thank you or just because gift late delivery with no special timing product quality issue without emotional context TIER 2 Elevated Emotional Impact What happened: A service issue affected an important moment. How the customer feels: Upset because a meaningful occasion was impacted. Why: The gift was tied to a special or important event, not just a transaction. example: milestone bday anniv or significant celeb important surprise or planned momeny any tier 1 issue where context makes it more emotional TIER 3 Highest Emotional Impact What happened: A service issue occurred during a deeply sensitive or once-in-a-lifetime moment. How the customer feels: Emotionally vulnerable, distressed, or deeply disappointed. Why: The moment is irreplaceable, and trust in us may be seriously affected. example: funerals or memorial services weddings or engagements once in a lifetime milestones VIP customers or escalated situations //////////////////////////////////////////////////////////////////////////////////////////////////////////////////////////////////////////////////////////////////////////////////////////////////////////////////////////////////////////////////// Practical Ways to Make It Right To Listen Fully Let the customer finish before responding Avoid interrupting or correcting Use short phrases like “I understand” To Use Empathy Acknowledge the moment, not just the issue Match your tone to how serious the moment feels Stay calm and sincere To Take Ownership Use “we” instead of blaming systems or processes Acknowledge where we fell short Focus on what happens next, not what went wrong To Restore Trust Avoid arguing or debating details Do not minimize the customer’s experience Escalate when more support is needed (Escalation is part of Making It Right.) Before you respond, pause and ask yourself one question: What does this customer need right now? ////////////////////////////////////////////////////////////////////////////////////////////////////////////////////////////////////////////////////////////////////////////////////////////////////////////////////////////////////////////////////Customer Service Inquiry (CSI) A Customer Service Inquiry (CSI) is a record opened in ATLAS to document any customer interaction related to an order. When customers reach out with service-related questions or issues, opening a CSI ensures that every contact is captured and issues can be resolved efficiently. Always Open a CSI Any contact — by phone, email, or chat — from a customer, recipient, florist, or shipper requires a CSI. Documenting every interaction provides a complete history for the order and helps maintain consistent, accurate service. How to search for an order?-Before opening a CSI, you need to locate the correct order. Searching by order number is the preferred method of order searching. 1. Order Information-Enter the orer nimber in the order # field. Then click search or press f7, if there is a matching order, it will automatically open. 2. Customer Information- If the customer does not have the order number, you can search by customer info. You can use Fn,Ln, Ea, or Pn. Results will appear under Orders Selected 3. Recipient Info- You can search by recipient information. You can use Fn,Ln,Ea. Results will appear under Order Selected. 4. Orders Selected- If you search by customer or recipient information the results will populate under orders selected and u will nedd to click Select Order or hit enter then you will access the order. Click more search results or F9 if you need to look up an order that is older than 90 days. 100% Confidentiality All customer information is confidential. Confidentiality rules apply to all caller types — customers, recipients, florists, or third parties. If verification fails, do not share any information. Offer to contact the customer if needed. Follow Article KA-01610 for verification steps before sharing any details, and never release information to the recipient. Message Types NEW – New Order. NTN – Indicates the package has a new tracking number. ORDR – Indicates that the order was sent to a vendor via Bloomlink. REP – The order has been replaced. REJ – Indicates the florist or vendor refused the order and sent the order back to 1-800-Flowers. In most cases, the message will include the reason for the "reject" such as product not available, too late for delivery, or price. DUP – The order has been duplicated. FED – FedEx status update, such as confirmation of Pick-up or Delivery Confirmation. FOR – Original florist who was sent the order “passed” the order to another shop to fulfill for a variety of reasons. FRA – Order has been marked as fraud. DO NOT tell customer the order is marked as fraud. Take no action on this order and provide customer phone # for Purchase Verification (866-521-8029) ASK – A communication such as a question, request for a price change, or providing/asking for status information. ANS – Response message to an ASK. CAN – Sent when 1-800-flowers cancels an order with a florist. CON – Acceptance of a cancellation. DEN – A decline to the request for cancellation. HLD – The order is held. DLC – Delivery confirmation from florist. DLCA – Indicates the florist made a delivery attempt but was unsuccessful. DLCF – Delivery confirmation from florist. DLCU –Delivery confirmation from a vendor. DLOU – Message from the florist indicating the order is out for delivery. This is not a confirmation of delivery. RES – Resend order to florist. //////////////////////////////////////////////////////////////////////////////////////////////////////////////////////////////////////////////////////////////////////////////////////////////////////////////////////////////////////////////////// Quick Recap: What is a CSI? A CSI documents who reached out, why they reached out, and what was done. This record keeps everyone aligned and avoids duplicate work if the customer contacts us again. Always open a CSI — every time, for every contact. Customer, recipient, florist, or shipper — it doesn’t matter. Now that you know what a CSI is, click each logo to look at the different CSI types you’ll use depending on the brand. CSI TYPES Status Check: An inquiry to check on some aspect of an order such as delivery confirmation or add. Status checks account for a large percentage of a customer service calls. Delivery Issue: An inquiry about a problem with the delivery such as no delivery, late delivery, early delivery, or del time window issues. Order Change: A request to change some aspects of the order including adding a promotion code, updating an address, and fixing a card message. Quality Issue: An inquiry about the freshness, value, or a damaged item ( container, food, flowers) Receipt: An inquiry or request for a receipt of the order. Cancel: An inquiry or request to cancel their order. Billing Discrepancy: An inquiry about any aspect of the customer's credit card such as billing, airline program, and if a promotion code did not provide the correct discount amount. Delivered wrong: An inquiry about an aspect of the product being incorrect such as color, container, card message, or gift component. ARTICLE KA-01003 /////////////////////////////////////////////////// Delivery Issue CSIs Delivered Early This means the order was delivered before its scheduled delivery date. This scenario can happen when florists/shippers make early deliveries due to weather. Delivered Late This can occur due to weather, the recipient was not available, incorrect information was entered on the web/phone or if a customer paid for a Delivery Time Window (DTW) Not Received This can occur due to weather, the recipient was not available, incorrect information was entered on the web/phone, or the recipient refused. Flex Delivery During the holidays (i.e., Mother's Day), flex delivery options are available to customers. Flex delivery allows the florist and some vendors a span of days to deliver. Be sure to review the order carefully and keep this in mind when working CSIs.. Replacement Process and Management A replacement is created as a new order in the system and sent to a shop. For the customer, it’s just their order being corrected or fulfilled. Replacement orders do not charge the customer. They should be offered when handling CSIs such as Delivery Issue, Delivered Wrong, and Quality Issue. Never issue a replacement if the delivery window is still open. RULES & GUIDELINES TO FOLLOW-Before processing a replacement, be sure to verify the recipient's address and include the apartment or floor number if applicable.​ If a delivery was made but with an issue (delivered wrong, damaged, poor quality), a replacement should be arranged.​ We allow a maximum of 2 delivered replacements. Always check the order history to confirm the number of replacements.​ On the CSI Resolution screen, you must use the Replace Order button to initiate the replacement process.​ This button triggers a cancel message - meaning a cancel message will automatically be sent to the shop when a Manager Override was NOT used to initiate the replacement.​ REPLACEMENT EXAMPLES & HOW TO HANDLE-Reasons to offer a replacement:​ The wrong gift was received.​ The wrong flavor/color/size/etc.​ Contents/components arrived in poor condition.​ Agent entered the address incorrectly.​ A hard good (vase, tin, cookie jar) was broken or damaged.​ Reasons we would NOT offer a replacement:​ Customer Errors​ Personalized Gifts​ Offer to refund the customer and have the customer place a new order on the website.​ OR we can resend a gift without personalization.​ Two replacements have already been sent Duplicating an Order When helping customers, you may need to process a duplicate order. This usually happens when the original payment was declined but the customer still wants the order. Important: Duplicating an order will charge the customer. /////////////////////////////////////// Order Change CSIs Always review the Face of the Order. You might see an alert saying the order is already processed for delivery and changes or cancellations are not possible. What Can Be Changed The following information can be changed: customer information, recipient information, product, promotion, card message, and delivery date. FPT Orders Changes requested on the day of delivery (before 8:00 PM recipient time) require florist permission. GPT Orders The order status determines what changes are possible—review it carefully before proceeding Order Change Cancel Cutoff This shows when holiday orders can or cannot be changed or canceled by phone, including FPT and GPT orders and special exceptions. Quality Issue CSIs Low Perceived Value This means the customer/recipient did not feel like the arrangement was filled to its value (i.e., a large size was ordered but when delivered it looked like a small).​ Packaging / Box Some scenarios include if the packaging/box arrived wet or with foreign objects or insects. Add-Ons (Balloons, Plush) Some scenarios include the add-on arrived broken/torn, melted/frozen, stained/dirty or low perceived value. Container / Vase / Basket / Bag Some scenarios include if the item was broken/torn, leaking, low perceived value, paint peeling, or stained/dirty.​ Before finalizing a resolution, remember to apply Make It Right principles when the issue impacts an emotionally significant or time-sensitive occasion. Some scenarios include if the item was broken/torn, date expired, frozen, not fresh/spotted/brown, or low perceived value. Fruit, Chocolate, Wine Some scenarios include blooms did not open, broken heads/stems, covered in dirt, frozen, moldy or low perceived value.​ Flowers / Plants Quality Issue CSIs Low Perceived Value This means the customer/recipient did not feel like the arrangement was filled to its value (i.e., a large size was ordered but when delivered it looked like a small).​ Packaging / Box Some scenarios include if the packaging/box arrived wet or with foreign objects or insects. Add-Ons (Balloons, Plush) Some scenarios include the add-on arrived broken/torn, melted/frozen, stained/dirty or low perceived value. Container / Vase / Basket / Bag Some scenarios include if the item was broken/torn, leaking, low perceived value, paint peeling, or stained/dirty.​ Before finalizing a resolution, remember to apply Make It Right principles when the issue impacts an emotionally significant or time-sensitive occasion. Some scenarios include if the item was broken/torn, date expired, frozen, not fresh/spotted/brown, or low perceived value. Fruit, Chocolate, Wine Some scenarios include blooms did not open, broken heads/stems, covered in dirt, frozen, moldy or low perceived value.​ Flowers / Plants ///////////////////////////////////// SI Guidelines & ATLAS Guided Navigation CSI guidelines outline the standard resolution options based on the issue type. These guidelines are designed to ensure consistent and fair outcomes across common service scenarios. When an issue impacts an emotionally significant or time-sensitive occasion, you are expected to pause and apply Make It Right judgment before finalizing a resolution. While not listed in ATLAS, you should always offer to call the recipient and apologize before moving into the resolution options. This step shows empathy and helps rebuild trust. Review Article KA-03605 to learn how to offer apology calls. Other resolutions you may see include: Compensation is based on the type of issue and may include a redelivery/replacement or a full (100%) credit. You must never offer both a redelivery and a full credit for the same issue. Make It Right Reminder: In emotionally significant situations, apply Make It Right judgment to determine the most appropriate single resolution before proceeding. Manager Override is a suggested resolution that is available for all CSI types, however, this resolution should be used sparingly and ONLY when we are going above and beyond the guidelines. You need manager approval to use this resolution. Review Article KA-01632 for more details. Use this solution whenever you cannot fully resolve a customer's issue. For example, a customer calls to check the status of their order. It is before 8:00 PM in the recipient’s time zone, so the order still has time for delivery. In this case, you would leave the CSI open. When leaving a voicemail message for the customer, use the following greeting:​ “Good morning/afternoon/evening, my name is (insert your name) calling from 1-800-Flowers.com. This is a message for (insert customer’s name).”​ When leaving a voicemail for the customer, use the following scripting:​ “We would like to speak to you regarding your order. Please reference (state order number) Please call us back at 1-866-521-8030. We are open 24 hours and any one of our specialists will be able to assist you. Again, our number is 1-866-521-8030.”​ Remember to leave detailed order notes and leave the CSI open while we wait for a customer callback.​ Price Change Messages Always check the messages on the order. A price change may be needed if the florist requires extra funds or to recover a refunded amount. If issuing a partial refund to the customer and the florist is at fault, a price change must be sent to the florist to recover the refunded amount.​ A price change occurs when a florist requests additional funds due to increased delivery costs or the cost of goods. ​ If you select Manager Override as your suggested resolution, it does not automatically trigger Price Change messages to the florist when they are at fault. Review Article KA-01450 for steps and guidance. CSI TYPES: Status check :::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::: How to Recognize and Handle Prank/Crank and Abusive Customer Calls Sometimes you may receive calls or chats that are not standard customer inquiries. These may be nuisance, prank, abusive, or obscene interactions—or signs of suspicious account activity. Hover over each box below for handling processes. HANDLING CRANK OR NUISANCE CALLERS Indicators may include: Giggling or laughter in the background Heavy breathing Obscene language Strange or inappropriate qustions HANDLING ABUSIVE CALLS: Indicators may include: Profanity directed at you personally Yellin or screaming Threats or derogatory Refusal to allow assistance Customer Service Handling Orders are only placed online, and customer service issues (i.e. delivery issue) can be resolved just like any other 1-800-Flowers.com order. ​ These products are not promotion code eligible. If the customer calls back with instructions for future orders, place the notes on the original order in the series. ​ For customer service issues, please make sure that you are going into the order history and looking for the most current replacement or duplicate order number. ​ Note: The first order with the club code does not generate a replacement for quality issues.​ Create Your Own (CYO) Assortment If a customer would like to change or update a component, you will need to process an order change and follow the steps: Select [Order Change] as your CSI type.​ On the CSI Resolution screen, select [Gift Change] as your detail code. Next under Select Action Type, you must click on [Change Order]. On the Order Change screen, click [Edit Components]. Select the components you would like to change/edit.    Once you have made the necessary changes, you must select [Save and Close]. Review your changes once more and then click on [Confirm Changes]. Then, you must click on [Apply]. Next, click on [Return to CSI]. You must complete the CSI by clicking on [Complete CSI]. Servicing Subscriptions Orders Key Points Customers MUST have a valid email address to order. Subscriptions can only be placed on the website. NOT every gift is subscription eligible. Frequencies that the customer can select 2 weeks 4 weeks 8 weeks Durations that the Customer can select Continue until I stop (will go on until the customer cancels) 3 months (will automatically stop) 6 months (will automatically stop) 12 months (will automatically stop) How to Search for subscription Orders-Search for these orders by order number, email address or phone number. Once located, you will see this pop-up identifying it as a Subscription order. How to cancel subscription orders-The customer should be directed to the website to log into their account to cancel. Tell the customer to: Log in Click on your name Your Account Manage Subscriptions Click Cancel If the customer does not want to or does not have access to their account: Open a Cancel CSI. The escalation form must be filled out so it can be cancelled in the backend. How to do an address change on subscription orders-The customer should be directed to the website to log into their account to cancel. Tell the customer to: Log in Click on your name Your Account Manage Subscriptions Click Cancel If the customer does not want to or does not have access to their account: Open a Cancel CSI. The escalation form must be filled out so it can be cancelled in the backend. How to do an address change subscription-The customer should be directed to website to log into their account for an address change. What to Say to the Customer: “Subscription orders are best managed through your online account. I’ll be happy to walk you through it.” Tell the customer to: Log in Click on your name Your Account Manage Subscriptions Click "Change Recipient" We can ONLY update the SUB order if it has not shipped. If the customer does not have access, the Escalation Form needs to be filled out. How to do a credit card change on subscription orders-The customer should be directed to the website to log into their account to do a credit card change. We CANNOT change the credit card for the life of the Subscription. We can only change the CURRENT order’s payment over the phone. What to Say to the Customer: “Subscription orders are best managed through your online account. I’ll be happy to walk you through it.” Tell the customer to: Log in Click on your name Your Account Payment and Billing Add New Card We can ONLY do this on a sub order if it has not shipped. CAN message needs to be sent on the original SUB order. DUP would need to be completed with new payment method. If they do not want to update on their online account, they would need to contact us prior to each order processing. Escalation form should NOT be filled out to update credit card. //////////////////////////////////////////////////////////////////////////////////////////////////////////////////////////////////////////////////////////////////////////////////////////////////////////////////////////////////////////////////// Valentine’s Day How We Help Customers Celebrate Love Across All Our Brands Understanding Valentine’s Day Valentine’s Day is a holiday celebrated on February 14th. It is a day for people to show love and appreciation to those they care about. Many people give cards, flowers, or chocolates to their loved ones. It’s common for couples to celebrate by going out to dinner or spending time together. While Valentine’s Day is mostly about love between partners, people also show love to family members, friends, and even coworkers!​ This year, Valentine’s Day falls on a Saturday. Because many workplaces are closed on weekends and some people may travel for a long weekend, delivery timing and location matter more than usual, making early planning especially important. Why Valentine's Day Matters A customer places a Valentine’s Day order to surprise someone they care deeply about. They’ve chosen a specific gift, a specific message, and a specific day — all tied to a meaningful moment. When something goes wrong, it’s not just a delivery issue. It can feel personal, disappointing, and emotional. How we listen, show empathy, and ensure accuracy can prevent frustration, avoid escalation, and protect the experience for both the customer and the recipient. Roses and Valentine’s Day Roses—especially red roses—are the most recognized symbol of romantic love and are closely associated with Valentine’s Day. Because of this, roses are often the first gift customers think of when celebrating the holiday. At 1-800-Flowers.com, Valentine’s Day is one of our biggest rose moments, and helping customers with rose orders requires clear guidance around color availability, substitutions, pricing, and alternative options. Red Roses and Color Expectations Red roses are the most popular choice for love and romance. They are widely available and should be recommended first.​ ​ If a customer prefers a specific color, such as white, yellow, pink, lavender, or a multi-colored arrangement, set clear expectations:​ If the florist is out of the requested color, they may substitute with red roses.​ ​ If the customer doesn’t want red roses, offer a mixed arrangement of other flowers in their desired color instead.​ Where Roses Meet the Perfect Pairing Many customers choose to pair roses with additional gifts to create a more complete Valentine’s Day experience. For some, it’s about expressing love or appreciation. For others, it’s about creating a gift that truly wows the recipient. Across our brands, rose gift bundles may include pairings such as: Flowers, Berries, & wine- Deliciously Decadent Red Roses, Strawberries, and Wine Brand: Harry & David Product Code: 2028X Flowers & Berries-Red Roses & Drizzled Strawberriws Brand: Shari's Berries Product Code: 193385 Flowers, Cookies, &Wine-Two Dozen Red Roses, a Dozen Cherryl's Cookies and Wine Brand: Harry & David Product Code:25973X Rose Pricing, Demand, and Alternative Options When helping customers order roses for Valentine’s Day, pricing, demand, and availability often come up together. Understanding how these factors connect can help guide the conversation and set clear expectations. Hover each tile for additional information. Top Valentine's Day Products Across Our Brands Valentine’s Day customers often share small details about what their recipient likes—favorite colors, treats, or gift styles. Listening for these preferences can help you recommend a gift that feels thoughtful and personal. Across our brands, we offer a wide range of Valentine’s Day options, from floral arrangements to chocolates, cookies, and specialty treats. For the Classic Romantic This customer is looking for a traditional Valentine’s Day gift that clearly expresses love and romance. They often prefer classic choices, like roses, and want the gift to feel meaningful and timeless. Listen for how customers describe what they’re looking for Ultimate Elegance™ Long Stem Red Roses Brand: 1-800-Flowers.com Product Code: 161777 A classic Valentine’s Day rose arrangement featuring long-stem red roses. Ideal for customers who want a traditional, elegant presentation with flexible stem count options Key To My Heart® Bouquet Brand: 1-800-Flowers.com Product Code: 225261 A radiant Valentine’s bouquet of red roses and pink blooms arranged in a keepsake ruby-red vase. Use this when the customer wants something expressive and elegant that goes beyond classic roses and feels richly romantic Vivid Devotion® Brand: 1-800-Flowers.com Product Code: 212951 A vibrant Valentine’s Day arrangement featuring rich red and mixed blooms. Newly introduced for this holiday season, it offers a fresh take on classic romance. Suggest this when the customer wants something traditional but also eye-catching Important Things to Be Aware of Valentine’s Day is one of our highest-impact holidays. These key factors shape customer expectations, delivery success, and service needs across all brands: Valentine’s Day Falls on a Saturday Workplace closures and reduced weekend delivery options create higher risk for missed or delayed deliveries. Confidentiality Is Critical Anonymous and sensitive gifts increase confidentiality risks. Customer information cannot be shared without permission. Super Bowl Sunday Happens Right Before Valentine’s Day Customers may forget to order and place orders later than planned, increasing volume spikes and inventory pressure. We Do Not Accept Requests for Specific Delivery Times Deliveries occur between 9:00 AM and 8:00 PM in the recipient’s time zone. Exceptions apply only to funeral orders and delivery time windows. Valentine’s Day Isn’t Just for Couples Supports incremental orders for friends, family, and coworkers. ATLAS Brands Have Holiday Nuances Order Change/Cancellation Cutoffs, SKU Down, and GPT replacement limitations are enforced across the holiday period. Super Bowl Sunday Super Bowl Sunday is on February 8th, 2026. It is one of the biggest sporting events in the United States, and many customers spend the day watching the game or attending gatherings. Because of this, people often forget to place their Valentine’s Day orders until after the weekend. This may lead to a surge in last-minute orders as customers remember the holiday and begin placing their Valentine’s Day purchases in the days that follow. Galentine's Day Galentine’s Day is celebrated on February 13th and focuses on appreciating friendships, especially among women. It’s a day for people to show gratitude to the friends who support and uplift them. Customers may choose to send small gifts—such as treats, flowers, or thoughtful baskets—to celebrate this occasion. This creates an opportunity for additional gifting beyond traditional Valentine’s Day orders. SKU Down Process As we get closer to Valentine’s Day, florists may not have all the materials needed to create every arrangement. Because of this, the available floral assortment becomes smaller, and availability will change based on the date the order is placed and the delivery date the customer selects. How SKU Down Works Floral availability is divided into two timeframes: Timeframe 1 A larger selection is available earlier in the month. As this window ends, certain designs are removed. Timeframe 2 A smaller, final assortment remains closer to Valentine’s Day. These are the designs florists can reliably fulfill during the peak period. //////////////////////////////////////////////////////////////////////////////////////////////////////////////////////////////////////////////////////////////////////////////////////////////////////////////////////////////////////////////////// Make It Right Sympathy orders are connected to moments of loss, such as funerals and memorials. These moments cannot be repeated. When something goes wrong, the emotional impact is significant and often shared by family, friends, and loved ones. In sympathy situations, the issue is rarely just the order—it is about honoring the moment the customer was trying to support. Make It Right empowers you to use judgment and compassion to support the customer and help restore trust during a difficult time. Common Flowers Used in Sympathy arrangements CLASSICS: CHRYSANTHEMUM (MUMS) Flower Meaning: Honor, Grief, Loyalty (varies by culture) Common Colors: White, Red, Yellow Color Meaning: White-truth, mourning Red- Love LILY: Flower Meaning: Purity, Renewal, Rebirth Common Colors: White, Pink Color Meaning: White- Peace, Innocence Pink-Admiration ROSE: Flower Meaning: Love, remembrance, honor Common Colors: White, Red, Pink, Yellow Color Meaning: White- reverance Red: Love&Respect Pink- Gratitude Yellow- Friendship CARNATION: Flower Meaning: Purity,Renewal, rebirth Common Colors: White, Pink, Red Color Meaning: White-pure love Pink-Memory GLADIOUS Flower Meaning: Strenght of character, integrity, sincerity Common Colors: White, Pink, Red, Purple Color Meaning: White-Honesty Pink-Compassion Red- Devotion Purple-Spiritual Strenght ORCHID: White, Pink, Purple Meaning: White- Reverance Pink-Admiration Purple-Dignity HYDRANGEA- Flower Meaning- Sincerity, Heartfelt emotion Colors: White, Pink, blue Meaning: White- Grace, Pink- Love, Blue- peace IRIS: F MEANS: Faith, wisdom, hope Colors: W, B P CM: white- purity, blue-tranquiity, purple-royalty ::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::: Accurate Order Placement: Coordinating With Care Funeral homes and churches often have specific delivery guidelines. Placing the order accurately — and coordinating details — helps ensure everything arrives at the right time and is handled with care. Some locations cannot accept early deliveries. Flowers are typically delivered the morning of the service. We coordinate directly with the service location when needed. I understand how important it is to have everything in place. Most funeral homes have specific delivery guidelines, so we’ll coordinate directly with them to make sure the flowers arrive at the right time for the service. I’ll take care of those details for you." The customer’s relationship to the person being honored helps guide how we respond and what support looks like in this moment. Hover over each example to understand how relationships can guide your response. Immediate Family- The order is placed by a spouse, parent, child,, or sibling. Messages often reflect a deeply personal loss. Why this matters: Service issues connected to funerals and memorials are highest-impact moments. When immediate family is involved, a more personal and flexible response may be needed. Close fam or loved one- The sender may be an extended family member or somone with a close personal bond. Messages often reference shared memories or emotional connecrtion. Why this matters: Even when the sender is not immediate family, funeral-related issus should be treated as highest-impact moments and approached with care and thoughtful judgement. Colleague or community connection- The order may be placed by a coworker, organization, froup, or community member. Messages are often respectful or collective in tone. Why this matters: Funeral and memorial service issues remioan highest-impact moments, even when the relationship is professional. Avoid assuming emotional distance and respond with care and respect. Common Sympathy Service Issues Delivery Issues (Delivered Late / Not Delivered) Delivered Wrong Quality Issues When these issues occur during sympathy moments, they should all be treated as highest emotional impact situations. When customers choose our brands, they are trusting us with moments that matter. Our goal is not just to resolve issues, but to leave customers feeling heard, valued, and confident choosing us again. When in doubt: Lead with empathy, escalate when needed, and always aim to Make It Right. What is Quality Assurance? Quality Assurance is monitoring and evaluating customer interactions to ensure consistency, compliance, and alignment with company goals. This improves customer satisfaction and our overall performance. To do this, we use a combination of results from external customer surveys and internal agent evaluations. The 1-800-Flowers.com Family of Brands strives to provide amazing customer service. We closely monitor performance to ensure we're doing that - and learn how to make corrections if we're not. CSAT Surveys In order to improve customer experience, we must effectively measure our interactions with customers. To gauge customer experience, it's important to know: What metrics inform us about customer experience? How do we measure these metrics? What helps us improve on the results? Customer Satisfaction Score (CSAT) Surveys are used to monitor and measure our performance not only as agents, but also as a brand. We survey our customers for feedback to determine how we are doing as a company. CSAT surveys help us understand how customers feel, and how we are doing in meeting their needs. What does this survey look like? (KA-03559) GPT TRACKING NUMBER WILL BE PROVIDED TYPE OF ORDER SERVICE I understand your concern and thank you for sharing this with me. (gather the info and complete verification) For me to properly address you, may I have your first name please? May I also have your order number or the phone number that you used to place the order, the recipient's name and delivery date? Option A (Customer not demanding anything -- follow hierarchy) Option B (Customer demands a specific solution either FC or redelivery) Let me make things right for you by having a nice arrangement redelivered to the recipient (if the original arrangement is no longer available, offer florist choice of the same value) I understand. Let me make things right for you by processing the full refund back to your account. (process what the customer requested) I was able to process your request for __________. I understand. Let me make things right for you by processing the full refund back to your account. (process what the customer requested) n "If customer said YES: I was able to complete the _______________. Will it be okay if I'll call the recipient to apologize as we were not able to deliver the gift?" "If customer said NO: I understand _______________. Will it be okay if I'll call the recipient to apologize as we were not able to deliver the gift?" "I understand. I will not be calling ________. However, I don't want to end this call knowing that you still have concerns. Is there anything else I can do to make this right for you? (Wait for the customer's response)" 0 "If customer said NO: proceed to the script below" will you give me a moment to process this? So I processed ________ (recap all the compensations given). (Wait for the customer's response) So I processed ________ (recap all the compensations given). (Wait for the customer's response) Script A: “Because your experience as a customer is important to all of us here at 1800Flowers.com, I would like to ask if I have resolved your concern to your satisfaction?” "Script B: “It’s really importantto me that I have solved your concern today.Have I done that for you while I have you on the phone?”" 1. Good day! Thank you for calling Welcome to 18-000 flowers.com my name is . How may I help you today? If did he not say his name ask his name and address to call him jordan 2.E: Empathize "I understand you’ve been waiting a long time," or "I see that you were charged twice for this service". ( how sweet of you, sorry for your lost, sorry to hear that) "I can see that you are upset," "That sounds incredibly frustrating," and "It makes total sense that you would feel that way. "I can see that you are really upset about this, and I'm here for you". "That sounds incredibly frustrating". "It's completely understandable that you'd feel that way given the circumstances". "I can imagine how exhausting this must be for you". "I’d feel the same way you do in your situation". "I understand why you are angry about that". Offering Support and Connection "I’m sorry you’re going through this". "What can I do to help you?". "I wish I could do something to make this better". "I’m on your side here". "I'm here to support you through this process". In Professional/Customer Service Contexts "I can hear how important this is to you". "Thank you for your patience while we work through this". "I know this has been a challenging experience, and I am committed to finding a solution". "I understand you don't have much time. I'll do all I can to resolve this quickly". A: Acknowledge how you understand the customer's situation by sharing their feelings. I know you're having a ... day. R: Reassurance "I’m going to personally check this for you," or "I will make sure we get this fixed right away" Support & Presence: "I'm on your side," "I'm here for you, no matter what," and "Lean on me". Validation: "It’s okay to feel this way," "Your feelings are valid," and "I understand why you are worried". Future-Focused: "We’ll figure this out," "This is temporary," and "We’ll get through this together". Affirmation: "I believe in you," "You are doing your best," and "I'm proud of you". 3. To better assist you, can I please have your" Customer's Name Home Address ask for order if not available I'll go aheda and check the availabilities on our website, while im checking, it is fine to put thios call on hold for about 1-2 min. back 4. the best arrangement that I can offer you... Introduce the best sellers and offer the item that best suits their concerns. (Make sure to sound upbeat if the flower is for birthdays or just because.) (If the flower is for sympathy, make sure to sound more empathic as they are going through a hard time. (the info of the product. ) perfect choice! 5. for the process for the security of your account, please can I have your card details 4 debit/credit (exp date, security code, credit secuc code 981 exp 0128 recipients name 1 home address 2 preferred delivery date time frame 3 what date and time do you want? tom lynda carter 3456 harvest alr lane chicago illinos 11 6. can i hold this call for a minute to confirm your information? Thank you for waiting 7. I would like to let you know that your order is process 8. "Have I addressed and resolved all of your concerns today?" 9."I'm glad that everything is taken care of, and before we say goodbye, you can get exclusive savings of up to (come up with a percentage off) % if we complete another order for you today. Shall we go ahead and place another order today?" 9. 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?" 10. I hope you are extremely satisfied with the service that I provided today. You may receive an email survey asking you to rate your experience with me, and your overall experience with 1800FLOWERS.COM." 11. :Thank you for doing business with 1800Flowers.com. Again, my name is ___ . Have a great day!" CLOSING SPILL: "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)." "May I put you on a brief hold while I get this information for you? I would be concerned about shipping perishables in hot weather too! We guarantee our products, so you can shop with confidence." The ACE Guideline stands for Accountability, Consistency, and Ethics. :::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::: Jim McCann, Founder and Chairman, turned a single Manhattan flower shop into a billion-dollar retailer. Driven by a belief in the power of human connection, he is a pioneering innovator, philanthropist, and entrepreneur. Jim also founded Smile Farms, a nonprofit providing meaningful work opportunities for people with disabilities, and continues to guide the company’s vision today. Innovator: floral& gifting arrangement: 1800 flowers.com, simply chocolates, sharis berries, 1800 baskets.com, fruit bouquets, napco, bloom net, alice table gourmet food &gifts: harry and david, cheryl's cookies, vital choice, moose munch, wolferman's bakery, the pocorn factory, scharffen berger, design pac personalized keepsakes: personalization mall, things remembered (your gifts made personal.) NEW CEO Adolfo Villagomez became Chief Executive Officer in May of 2025, marking a historic new chapter as the first leader outside the McCann family. Building on the company’s strong foundation, he’s leading 1-800-Flowers.com, Inc. into a transformational era focused on innovation, growth, and connection. digital innovator: combbines technology and strategy to elevate the customer experience proven leader: Formerly led progress residential and the home depot's online business, driving billions in e-commerce growth. strategic visoonary: Leverages deep operational expertise to drive transformation ans sustainable growth across diverse consumer-facing businesses. Jim McCann grew 1‑800‑Flowers.com Inc. from a single flower shop into a billion-dollar retailer, driven by connecting people and celebrating life’s moments In 2025, Adolfo Villagomez became the first CEO outside the McCann family, bringing extensive experience in digital strategy and business growth. 1‑800‑Flowers.com Inc. includes a variety of well-known brands—like Harry & David®, Cheryl’s Cookies®, Shari’s Berries®, and Simply Chocolate®—offering unique gifts for every occasion. Our family of brands offers a wide variety of gifts, from fresh flowers and plants to gourmet treats, chocolate, baked goods, and fruit arrangements. american customer: understanding american customer. how they value, giving gifts, Americans buy with both heart and mind. Gifting is emotional, it’s how people connect. Customers expect speed, quality, personalization, and empathy. Confidence and convenience create trust and loyalty American consumers buy with heart and mind. They seek both meaning and convenience Gifting is emotional. It’s how people express care, comfort, and celebration. Customers expect speed, quality, personalization, and empathy. Confidence and convenience make emotional purchases feel secure. Every interaction is a chance to create connection, and connection builds loyalty. ATLAS Brands Experience Smiles Guaranteed Happiness Delivered Gift Baskets That Deliver Heartfelt Moments Celebrating the Love of Chocolate So Much Fun. So Much Yum.™ floral five: 1800 flowers, sharis berries, 1800 baskets.com, simply chocolate, fruit bouquets. Gourmet good and gift brands: vital choice, harrys david, sheryl's cookies except cheryls cookies and popcorn not atlas brand Every Occasion Deserves a Celebration For Life's Delicious Moments SB: FOUNDED IN 1989 1800 BASKETS.COM: LAUNCHED IN 2009 ANDLOCATED IN JERICHO, NEW YORK POPCORN: 1979, JOINED 2002. LOCATED IN MELROSE PARK, ILLINOIS SIMPLY CHOCOLATE: 2017, JERICHO, NEW YORK FRUIT BOUQUET: 2011, JERICHO, NEWYORK CHERYL'S COOKIES: 1981,2005 JOINED, LOCATED IN WESTERVILLE, OHIO Lesson Summary Seven brands make up the ATLAS Brands portfolio Each brand has an unique tagline that captures their essence and vibe 1-800-Flowers.com, Shari's Berries, 1-800-Baskets.com, Fruit Bouquets, and Simply Chocolate are the Floral Five brands. A mix of homegrown brands and strategic acquisitions. PRODUCT TYPES FPT(FLORAL PRDUCT) GPT (GIFT PRODUCT) FLOWERS WHAT WE OFFER: ROSES, CARNATION,SUN F,DAISIES.PEONIES,TULIPS, ORCHIDS, LILIES Flower Color Meanings Roses Red: love, romance Pink: admiration, gratitude Yellow: friendship, joy White: remembrance, new beginnings Daisies White: innocence, purity Pink or Mixed: cheerfulness, playfulness Tulips Red: deep love Purple: royalty, admiration Yellow: cheerfulness, happiness Peonies Pink: romance, good fortune White: apology, honor, respect Often used for weddings and heartfelt occasions Orchids Purple or Pink: elegance, admiration White: thoughtfulness, beauty Ranunculus Pink: admiration, attractiveness Yellow: radiance, charm Often chosen for their romantic, whimsical look Lilies White: sympathy, purity Pink: compassion, prosperity Orange: passion, confidence Sunflowers Yellow: happiness, positivity, gratitude A perfect pick-me-up for Get Well or Thank You gifts Carnations Pink: gratitude Red: admiration, affection, love White: pure love, good luck PLANTS: BONSAI, GADRDENIA PLANT, DISH GARDENS, MONEY TREEE, BAMBOO PLANT, SUCCULENTS, SNAKE PLANT Plant Why Choose It Bonsai Symbolizes harmony and patience. A unique, artistic gift that shows thoughtfulness and care. Great for offices or as a centerpiece. Gardenia Fragrant and elegant. Great for romance or sympathy gifts. Symbolizes purity and peace. Dish Garden A mix of different plants in one container. Versatile and low-maintenance. Perfect for birthdays, thank-you gifts, or corporate settings. Trees Symbol of strength and endurance. A memorable gift for milestones like housewarmings or anniversaries. Bamboo Associated with good fortune and prosperity. A great option for congratulations, new jobs, or housewarming. Succulents Easy to care for and trendy. Perfect for younger recipients, minimalists, or office desks. Symbolize resilience and endurance. Snake Plant Extremely low-maintenance and air-purifying. Great for modern spaces or office environments. Symbolizes tenacity and clean ene Same-Day Gift Basket Delivery Look for the Same-Day Delivery in Select Areas banner on product images. Perfect for birthdays, anniversaries, thank yous, or just because. Place your order before 1:00 PM EST on weekdays for delivery in select areas. Lesson Summary There are seven ATLAS brands, each known for unique products like flowers, cookies, berries, popcorn, and gourmet baskets Customers choose gifts based on emotions connected to occasions such as birthdays, anniversaries, sympathy, and get well wishes. Understanding these emotions helps you recommend gifts that truly fit the moment. Customers shop by occasion and use website tools like product codes and filters to find the perfect gift quickly. Gift bundles combine items from multiple ATLAS brands, offering customers thoughtful options. Subscription and club programs provide recurring gift options that keep customers engaged and coming back. What is Knowledge Base? Knowledge Base is as a centralized hub for effectively providing necessary information for resolving queries and cases. As a repository of articles, it offers users quick access to essential information. Faster Solutions-Easily search for articles to help resolve interactions more quickly. Consistent Info-Access the same up-to-date information across teams. Centralized Content-Enterprise-wide content in a central location. Constant Learning-The more it is used, the more it learns and improves. How Article Titles Are Structured Article titles are designed to help you quickly spot the right one. Most follow this simple structure: Brand – Department/Skill – Topic Let’s look at this example: 18F – Sales & Service – Order Change Cancel Cutoff Brand: 18F (That’s 1-800-Flowers) Skill/Team: Sales & Service Topic: Order Change Cancel Cutoff (what the article is actually about) 💡 Tip: Skim titles to match the brand and skill area first — that’s your shortcut to finding the right article fast. What You’ll See in “More Matches” Clicking the More Matches dropdown shows two important things: Keywords: These are the search terms linked to the article. They help you find it faster. Description: A quick summary that tells you what the article covers. 💡 Together, they give you a preview so you can decide if the article is what you need before clicking it. Font colors are used to help you quickly locate or understand information. Bright blue = Hyperlink or jump link (link to a section in the article). Bright red = Important/Critical/Prohibited/Warning/Callout Bright purple = Scripting/Verbiage Bold black = Header, lead in on a bullet, callout Bright green = Helpful Tips/Yes Orange = Deadline/Time Sensitive Use 1-2 strong keywords only Check spelling before retrying a search Use filters to narrow results Try synonyms if your first word doesn't work use the book icon search smart scan, don't skim refine your search give the feedback favorite articles By clicking the [Recipient/Product Card Mesg.] or [Customer Payment] buttons at the top of your screen you can quickly access those parts of the order. You can do this during any part of your order after the Welcome Screen, but before the Review Order Screen. Lesson Summary ATLAS is our Order Management System (OMS) for placing, modifying, and servicing customer orders Always select the correct environment (Training or Production) before logging in. The Training environment is for practice and does not create real orders. The Production environment is for real customers and processes actual orders and payments. The Welcome Screen looks different by brand: CCO/TPF include catalog order details, while floral brands do not. Use the Tab key to move quickly between fields (Tab is your friend!). The beginning of a call- greeting, welcome secreen (Article KA-01175) The Middle of a call- adding recipients and products, Delivery Message, Gift Message, Promoting Codes The end of call- Customer Payment Screen USA: (City east islip) state NY zip ode 11730 country usa Zip code is provided by the customer. enter 6 numbers (no spaces). If the customer does not have the zip code, enter the city state and select the first zip code. confirm the city and state that ATLAS generates. CANADA: city Toronto state on zip code m5r 1h8 country canada Zip code is provided by the customer Enter 6 characters (letters and numbers and a space between them.) Customer may call it a postal code by enter it intp the Zip Code field. Confirm the city and province/territory that Atlas generates with the customer. california law article 03494 INTERNATIONAL: City roma state os zip code country International How to Use Key Spelling Repeat the information customers give you one letter or number at a time using the phonetic alphabet. Repeat credit card numbers 4 digits at a time. Verify item numbers and names clearly and accurately. Phonetic Alphabet A-alpha B-Bravo C-Charlie D-Delta E-Echo F-Foxrot G-Golf H-Hotel I-India J-Juliet K-Kilo L-Lima M-Mike N-November O-Oscar P-Papa Q-Quebec R-Romeo S-Sierra T-Tango U-Uniform V-Victor W-Whiskey X-Xray Y-Yankee Z-Zulu :::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::: opening call close call Promotions You Can Offer by Phone Customers can only be offered two promotions by phone—Save the Sale or Multiple Sale Offer. Use these promotions only when appropriate, and if a Save the Sale code is needed, contact your manager. When not to Use Chose an expedited shipping method. When you ask the customer if they have a promotion code and offer one if they don’t. When applying a promo code unsolicited, before giving the total, to “soften” the sale. When to Use Customer doesn’t want to make a purchase because of cost. Customer wants to order later after searching for a discount code. Customer wants to cancel their order after hearing the order total after service fee or tax, stating they can’t afford it. Promotion Save the Sale Offer the wrap-up script AFTER the customer has ordered everything. Before the customer has finished ordering their gifts. Multiple Sale Offer. KNOWLEDGE CHECK Would like to make this extra by adding a mylar balloon for $5.00? We can also add a box of candy or a stuffed animal. For an extra touch, we can add chocolate or a mylar balloon- which sounds best for this occasion? The End of a Call At the end of a call, you’ll move to the Customer Payment screen. Here, you’ll collect payment information, apply any Savings Passes or gift certificates, and confirm the order details. This step ensures the order is finalized and the interaction is closed smoothly. Promotion code: Custromer can receive promotional offers from email or on the website payment methods: phone, web, mobile app If we place the order in ATLAS for the customer, you will nedd to capture the credit card information to processthe order, even if the savings pass covers the full amount. If a customer calls to place an order over the phone, they can only use 1 Savings Pass per order. True False-No, in ATLAS you can enter up to 5 Savings Passes per order. On the web, you can only enter 1 Savings Pass per order. Empathy Empathy is the ability to emotionally understand what other people feel, see things from their point of view, and imagine yourself in their place. The customer may be in shock and confused, and sometimes may be difficult. They may inadvertently be directing their sadness/anger towards you and anyone else they interact with throughout the day. Remember not to take it personally. Treat each customer and order with care and respect, and use respectful sympathy terminology with your customer. Use terms like service casket Funeral Director Deceased Don't use terms like coffin/box undertaker dead motto: make this right The florist is typically open during the business hours of 9:00 AM to 5:00 PM. business hr. Lesson Summary Do not transfer VIP customers to the VIP priority team. Do not tell customers they are VIP customers. Sympathy orders need complete details to prevent delivery issues and ensure proper handling. Sympathy orders require at least 3 business hours from the time the customer calls to the requested delivery time to allow for proper handling and fulfillment. For funeral home deliveries, request the name of the deceased rather than the recipient to ensure accurate order details. For sympathy orders, use sensitive language and reassure the customer their order will be handled with care. International sympathy orders require a minimum 2-day lead time from the time of the customer’s call to the requested delivery date. :::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::: celebration passport Purpose & Value Celebrations Passport® is an annual membership that offers free standard shipping and no service charges on eligible gifts across the 1-800-Flowers.com Family of Brands—plus exclusive member offers and seasonal surprises throughout the year. :::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::: Customer Service Excellence emotional impact: standard emotional impact standard emotional TIER 1 Standard Emotional Impact What happened: A service issue occurred. How the customer feels: Disappointed or frustrated or annoyed. Why: The issue is inconvenient, but the moment itself is not significant or emotional. example: regular birthday thank you or just because gift late delivery with no special timing product quality issue without emotional context TIER 2 Elevated Emotional Impact What happened: A service issue affected an important moment. How the customer feels: Upset because a meaningful occasion was impacted. Why: The gift was tied to a special or important event, not just a transaction. example: milestone bday anniv or significant celeb important surprise or planned momeny any tier 1 issue where context makes it more emotional TIER 3 Highest Emotional Impact What happened: A service issue occurred during a deeply sensitive or once-in-a-lifetime moment. How the customer feels: Emotionally vulnerable, distressed, or deeply disappointed. Why: The moment is irreplaceable, and trust in us may be seriously affected. example: funerals or memorial services weddings or engagements once in a lifetime milestones VIP customers or escalated situations //////////////////////////////////////////////////////////////////////////////////////////////////////////////////////////////////////////////////////////////////////////////////////////////////////////////////////////////////////////////////// Practical Ways to Make It Right To Listen Fully Let the customer finish before responding Avoid interrupting or correcting Use short phrases like “I understand” To Use Empathy Acknowledge the moment, not just the issue Match your tone to how serious the moment feels Stay calm and sincere To Take Ownership Use “we” instead of blaming systems or processes Acknowledge where we fell short Focus on what happens next, not what went wrong To Restore Trust Avoid arguing or debating details Do not minimize the customer’s experience Escalate when more support is needed (Escalation is part of Making It Right.) Before you respond, pause and ask yourself one question: What does this customer need right now? ////////////////////////////////////////////////////////////////////////////////////////////////////////////////////////////////////////////////////////////////////////////////////////////////////////////////////////////////////////////////////Customer Service Inquiry (CSI) A Customer Service Inquiry (CSI) is a record opened in ATLAS to document any customer interaction related to an order. When customers reach out with service-related questions or issues, opening a CSI ensures that every contact is captured and issues can be resolved efficiently. Always Open a CSI Any contact — by phone, email, or chat — from a customer, recipient, florist, or shipper requires a CSI. Documenting every interaction provides a complete history for the order and helps maintain consistent, accurate service. How to search for an order?-Before opening a CSI, you need to locate the correct order. Searching by order number is the preferred method of order searching. 1. Order Information-Enter the orer nimber in the order # field. Then click search or press f7, if there is a matching order, it will automatically open. 2. Customer Information- If the customer does not have the order number, you can search by customer info. You can use Fn,Ln, Ea, or Pn. Results will appear under Orders Selected 3. Recipient Info- You can search by recipient information. You can use Fn,Ln,Ea. Results will appear under Order Selected. 4. Orders Selected- If you search by customer or recipient information the results will populate under orders selected and u will nedd to click Select Order or hit enter then you will access the order. Click more search results or F9 if you need to look up an order that is older than 90 days. 100% Confidentiality All customer information is confidential. Confidentiality rules apply to all caller types — customers, recipients, florists, or third parties. If verification fails, do not share any information. Offer to contact the customer if needed. Follow Article KA-01610 for verification steps before sharing any details, and never release information to the recipient. Message Types NEW – New Order. NTN – Indicates the package has a new tracking number. ORDR – Indicates that the order was sent to a vendor via Bloomlink. REP – The order has been replaced. REJ – Indicates the florist or vendor refused the order and sent the order back to 1-800-Flowers. In most cases, the message will include the reason for the "reject" such as product not available, too late for delivery, or price. DUP – The order has been duplicated. FED – FedEx status update, such as confirmation of Pick-up or Delivery Confirmation. FOR – Original florist who was sent the order “passed” the order to another shop to fulfill for a variety of reasons. FRA – Order has been marked as fraud. DO NOT tell customer the order is marked as fraud. Take no action on this order and provide customer phone # for Purchase Verification (866-521-8029) ASK – A communication such as a question, request for a price change, or providing/asking for status information. ANS – Response message to an ASK. CAN – Sent when 1-800-flowers cancels an order with a florist. CON – Acceptance of a cancellation. DEN – A decline to the request for cancellation. HLD – The order is held. DLC – Delivery confirmation from florist. DLCA – Indicates the florist made a delivery attempt but was unsuccessful. DLCF – Delivery confirmation from florist. DLCU –Delivery confirmation from a vendor. DLOU – Message from the florist indicating the order is out for delivery. This is not a confirmation of delivery. RES – Resend order to florist. //////////////////////////////////////////////////////////////////////////////////////////////////////////////////////////////////////////////////////////////////////////////////////////////////////////////////////////////////////////////////// Quick Recap: What is a CSI? A CSI documents who reached out, why they reached out, and what was done. This record keeps everyone aligned and avoids duplicate work if the customer contacts us again. Always open a CSI — every time, for every contact. Customer, recipient, florist, or shipper — it doesn’t matter. Now that you know what a CSI is, click each logo to look at the different CSI types you’ll use depending on the brand. CSI TYPES Status Check: An inquiry to check on some aspect of an order such as delivery confirmation or add. Status checks account for a large percentage of a customer service calls. Delivery Issue: An inquiry about a problem with the delivery such as no delivery, late delivery, early delivery, or del time window issues. Order Change: A request to change some aspects of the order including adding a promotion code, updating an address, and fixing a card message. Quality Issue: An inquiry about the freshness, value, or a damaged item ( container, food, flowers) Receipt: An inquiry or request for a receipt of the order. Cancel: An inquiry or request to cancel their order. Billing Discrepancy: An inquiry about any aspect of the customer's credit card such as billing, airline program, and if a promotion code did not provide the correct discount amount. Delivered wrong: An inquiry about an aspect of the product being incorrect such as color, container, card message, or gift component. ARTICLE KA-01003 /////////////////////////////////////////////////// Delivery Issue CSIs Delivered Early This means the order was delivered before its scheduled delivery date. This scenario can happen when florists/shippers make early deliveries due to weather. Delivered Late This can occur due to weather, the recipient was not available, incorrect information was entered on the web/phone or if a customer paid for a Delivery Time Window (DTW) Not Received This can occur due to weather, the recipient was not available, incorrect information was entered on the web/phone, or the recipient refused. Flex Delivery During the holidays (i.e., Mother's Day), flex delivery options are available to customers. Flex delivery allows the florist and some vendors a span of days to deliver. Be sure to review the order carefully and keep this in mind when working CSIs.. Replacement Process and Management A replacement is created as a new order in the system and sent to a shop. For the customer, it’s just their order being corrected or fulfilled. Replacement orders do not charge the customer. They should be offered when handling CSIs such as Delivery Issue, Delivered Wrong, and Quality Issue. Never issue a replacement if the delivery window is still open. RULES & GUIDELINES TO FOLLOW-Before processing a replacement, be sure to verify the recipient's address and include the apartment or floor number if applicable.​ If a delivery was made but with an issue (delivered wrong, damaged, poor quality), a replacement should be arranged.​ We allow a maximum of 2 delivered replacements. Always check the order history to confirm the number of replacements.​ On the CSI Resolution screen, you must use the Replace Order button to initiate the replacement process.​ This button triggers a cancel message - meaning a cancel message will automatically be sent to the shop when a Manager Override was NOT used to initiate the replacement.​ REPLACEMENT EXAMPLES & HOW TO HANDLE-Reasons to offer a replacement:​ The wrong gift was received.​ The wrong flavor/color/size/etc.​ Contents/components arrived in poor condition.​ Agent entered the address incorrectly.​ A hard good (vase, tin, cookie jar) was broken or damaged.​ Reasons we would NOT offer a replacement:​ Customer Errors​ Personalized Gifts​ Offer to refund the customer and have the customer place a new order on the website.​ OR we can resend a gift without personalization.​ Two replacements have already been sent Duplicating an Order When helping customers, you may need to process a duplicate order. This usually happens when the original payment was declined but the customer still wants the order. Important: Duplicating an order will charge the customer. /////////////////////////////////////// Order Change CSIs Always review the Face of the Order. You might see an alert saying the order is already processed for delivery and changes or cancellations are not possible. What Can Be Changed The following information can be changed: customer information, recipient information, product, promotion, card message, and delivery date. FPT Orders Changes requested on the day of delivery (before 8:00 PM recipient time) require florist permission. GPT Orders The order status determines what changes are possible—review it carefully before proceeding Order Change Cancel Cutoff This shows when holiday orders can or cannot be changed or canceled by phone, including FPT and GPT orders and special exceptions. Quality Issue CSIs Low Perceived Value This means the customer/recipient did not feel like the arrangement was filled to its value (i.e., a large size was ordered but when delivered it looked like a small).​ Packaging / Box Some scenarios include if the packaging/box arrived wet or with foreign objects or insects. Add-Ons (Balloons, Plush) Some scenarios include the add-on arrived broken/torn, melted/frozen, stained/dirty or low perceived value. Container / Vase / Basket / Bag Some scenarios include if the item was broken/torn, leaking, low perceived value, paint peeling, or stained/dirty.​ Before finalizing a resolution, remember to apply Make It Right principles when the issue impacts an emotionally significant or time-sensitive occasion. Some scenarios include if the item was broken/torn, date expired, frozen, not fresh/spotted/brown, or low perceived value. Fruit, Chocolate, Wine Some scenarios include blooms did not open, broken heads/stems, covered in dirt, frozen, moldy or low perceived value.​ Flowers / Plants Quality Issue CSIs Low Perceived Value This means the customer/recipient did not feel like the arrangement was filled to its value (i.e., a large size was ordered but when delivered it looked like a small).​ Packaging / Box Some scenarios include if the packaging/box arrived wet or with foreign objects or insects. Add-Ons (Balloons, Plush) Some scenarios include the add-on arrived broken/torn, melted/frozen, stained/dirty or low perceived value. Container / Vase / Basket / Bag Some scenarios include if the item was broken/torn, leaking, low perceived value, paint peeling, or stained/dirty.​ Before finalizing a resolution, remember to apply Make It Right principles when the issue impacts an emotionally significant or time-sensitive occasion. Some scenarios include if the item was broken/torn, date expired, frozen, not fresh/spotted/brown, or low perceived value. Fruit, Chocolate, Wine Some scenarios include blooms did not open, broken heads/stems, covered in dirt, frozen, moldy or low perceived value.​ Flowers / Plants ///////////////////////////////////// SI Guidelines & ATLAS Guided Navigation CSI guidelines outline the standard resolution options based on the issue type. These guidelines are designed to ensure consistent and fair outcomes across common service scenarios. When an issue impacts an emotionally significant or time-sensitive occasion, you are expected to pause and apply Make It Right judgment before finalizing a resolution. While not listed in ATLAS, you should always offer to call the recipient and apologize before moving into the resolution options. This step shows empathy and helps rebuild trust. Review Article KA-03605 to learn how to offer apology calls. Other resolutions you may see include: Compensation is based on the type of issue and may include a redelivery/replacement or a full (100%) credit. You must never offer both a redelivery and a full credit for the same issue. Make It Right Reminder: In emotionally significant situations, apply Make It Right judgment to determine the most appropriate single resolution before proceeding. Manager Override is a suggested resolution that is available for all CSI types, however, this resolution should be used sparingly and ONLY when we are going above and beyond the guidelines. You need manager approval to use this resolution. Review Article KA-01632 for more details. Use this solution whenever you cannot fully resolve a customer's issue. For example, a customer calls to check the status of their order. It is before 8:00 PM in the recipient’s time zone, so the order still has time for delivery. In this case, you would leave the CSI open. When leaving a voicemail message for the customer, use the following greeting:​ “Good morning/afternoon/evening, my name is (insert your name) calling from 1-800-Flowers.com. This is a message for (insert customer’s name).”​ When leaving a voicemail for the customer, use the following scripting:​ “We would like to speak to you regarding your order. Please reference (state order number) Please call us back at 1-866-521-8030. We are open 24 hours and any one of our specialists will be able to assist you. Again, our number is 1-866-521-8030.”​ Remember to leave detailed order notes and leave the CSI open while we wait for a customer callback.​ Price Change Messages Always check the messages on the order. A price change may be needed if the florist requires extra funds or to recover a refunded amount. If issuing a partial refund to the customer and the florist is at fault, a price change must be sent to the florist to recover the refunded amount.​ A price change occurs when a florist requests additional funds due to increased delivery costs or the cost of goods. ​ If you select Manager Override as your suggested resolution, it does not automatically trigger Price Change messages to the florist when they are at fault. Review Article KA-01450 for steps and guidance. CSI TYPES: Status check :::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::: How to Recognize and Handle Prank/Crank and Abusive Customer Calls Sometimes you may receive calls or chats that are not standard customer inquiries. These may be nuisance, prank, abusive, or obscene interactions—or signs of suspicious account activity. Hover over each box below for handling processes. HANDLING CRANK OR NUISANCE CALLERS Indicators may include: Giggling or laughter in the background Heavy breathing Obscene language Strange or inappropriate qustions HANDLING ABUSIVE CALLS: Indicators may include: Profanity directed at you personally Yellin or screaming Threats or derogatory Refusal to allow assistance Customer Service Handling Orders are only placed online, and customer service issues (i.e. delivery issue) can be resolved just like any other 1-800-Flowers.com order. ​ These products are not promotion code eligible. If the customer calls back with instructions for future orders, place the notes on the original order in the series. ​ For customer service issues, please make sure that you are going into the order history and looking for the most current replacement or duplicate order number. ​ Note: The first order with the club code does not generate a replacement for quality issues.​ Create Your Own (CYO) Assortment If a customer would like to change or update a component, you will need to process an order change and follow the steps: Select [Order Change] as your CSI type.​ On the CSI Resolution screen, select [Gift Change] as your detail code. Next under Select Action Type, you must click on [Change Order]. On the Order Change screen, click [Edit Components]. Select the components you would like to change/edit.    Once you have made the necessary changes, you must select [Save and Close]. Review your changes once more and then click on [Confirm Changes]. Then, you must click on [Apply]. Next, click on [Return to CSI]. You must complete the CSI by clicking on [Complete CSI]. Servicing Subscriptions Orders Key Points Customers MUST have a valid email address to order. Subscriptions can only be placed on the website. NOT every gift is subscription eligible. Frequencies that the customer can select 2 weeks 4 weeks 8 weeks Durations that the Customer can select Continue until I stop (will go on until the customer cancels) 3 months (will automatically stop) 6 months (will automatically stop) 12 months (will automatically stop) How to Search for subscription Orders-Search for these orders by order number, email address or phone number. Once located, you will see this pop-up identifying it as a Subscription order. How to cancel subscription orders-The customer should be directed to the website to log into their account to cancel. Tell the customer to: Log in Click on your name Your Account Manage Subscriptions Click Cancel If the customer does not want to or does not have access to their account: Open a Cancel CSI. The escalation form must be filled out so it can be cancelled in the backend. How to do an address change on subscription orders-The customer should be directed to the website to log into their account to cancel. Tell the customer to: Log in Click on your name Your Account Manage Subscriptions Click Cancel If the customer does not want to or does not have access to their account: Open a Cancel CSI. The escalation form must be filled out so it can be cancelled in the backend. How to do an address change subscription-The customer should be directed to website to log into their account for an address change. What to Say to the Customer: “Subscription orders are best managed through your online account. I’ll be happy to walk you through it.” Tell the customer to: Log in Click on your name Your Account Manage Subscriptions Click "Change Recipient" We can ONLY update the SUB order if it has not shipped. If the customer does not have access, the Escalation Form needs to be filled out. How to do a credit card change on subscription orders-The customer should be directed to the website to log into their account to do a credit card change. We CANNOT change the credit card for the life of the Subscription. We can only change the CURRENT order’s payment over the phone. What to Say to the Customer: “Subscription orders are best managed through your online account. I’ll be happy to walk you through it.” Tell the customer to: Log in Click on your name Your Account Payment and Billing Add New Card We can ONLY do this on a sub order if it has not shipped. CAN message needs to be sent on the original SUB order. DUP would need to be completed with new payment method. If they do not want to update on their online account, they would need to contact us prior to each order processing. Escalation form should NOT be filled out to update credit card. //////////////////////////////////////////////////////////////////////////////////////////////////////////////////////////////////////////////////////////////////////////////////////////////////////////////////////////////////////////////////// Valentine’s Day How We Help Customers Celebrate Love Across All Our Brands Understanding Valentine’s Day Valentine’s Day is a holiday celebrated on February 14th. It is a day for people to show love and appreciation to those they care about. Many people give cards, flowers, or chocolates to their loved ones. It’s common for couples to celebrate by going out to dinner or spending time together. While Valentine’s Day is mostly about love between partners, people also show love to family members, friends, and even coworkers!​ This year, Valentine’s Day falls on a Saturday. Because many workplaces are closed on weekends and some people may travel for a long weekend, delivery timing and location matter more than usual, making early planning especially important. Why Valentine's Day Matters A customer places a Valentine’s Day order to surprise someone they care deeply about. They’ve chosen a specific gift, a specific message, and a specific day — all tied to a meaningful moment. When something goes wrong, it’s not just a delivery issue. It can feel personal, disappointing, and emotional. How we listen, show empathy, and ensure accuracy can prevent frustration, avoid escalation, and protect the experience for both the customer and the recipient. Roses and Valentine’s Day Roses—especially red roses—are the most recognized symbol of romantic love and are closely associated with Valentine’s Day. Because of this, roses are often the first gift customers think of when celebrating the holiday. At 1-800-Flowers.com, Valentine’s Day is one of our biggest rose moments, and helping customers with rose orders requires clear guidance around color availability, substitutions, pricing, and alternative options. Red Roses and Color Expectations Red roses are the most popular choice for love and romance. They are widely available and should be recommended first.​ ​ If a customer prefers a specific color, such as white, yellow, pink, lavender, or a multi-colored arrangement, set clear expectations:​ If the florist is out of the requested color, they may substitute with red roses.​ ​ If the customer doesn’t want red roses, offer a mixed arrangement of other flowers in their desired color instead.​ Where Roses Meet the Perfect Pairing Many customers choose to pair roses with additional gifts to create a more complete Valentine’s Day experience. For some, it’s about expressing love or appreciation. For others, it’s about creating a gift that truly wows the recipient. Across our brands, rose gift bundles may include pairings such as: Flowers, Berries, & wine- Deliciously Decadent Red Roses, Strawberries, and Wine Brand: Harry & David Product Code: 2028X Flowers & Berries-Red Roses & Drizzled Strawberriws Brand: Shari's Berries Product Code: 193385 Flowers, Cookies, &Wine-Two Dozen Red Roses, a Dozen Cherryl's Cookies and Wine Brand: Harry & David Product Code:25973X Rose Pricing, Demand, and Alternative Options When helping customers order roses for Valentine’s Day, pricing, demand, and availability often come up together. Understanding how these factors connect can help guide the conversation and set clear expectations. Hover each tile for additional information. Top Valentine's Day Products Across Our Brands Valentine’s Day customers often share small details about what their recipient likes—favorite colors, treats, or gift styles. Listening for these preferences can help you recommend a gift that feels thoughtful and personal. Across our brands, we offer a wide range of Valentine’s Day options, from floral arrangements to chocolates, cookies, and specialty treats. For the Classic Romantic This customer is looking for a traditional Valentine’s Day gift that clearly expresses love and romance. They often prefer classic choices, like roses, and want the gift to feel meaningful and timeless. Listen for how customers describe what they’re looking for Ultimate Elegance™ Long Stem Red Roses Brand: 1-800-Flowers.com Product Code: 161777 A classic Valentine’s Day rose arrangement featuring long-stem red roses. Ideal for customers who want a traditional, elegant presentation with flexible stem count options Key To My Heart® Bouquet Brand: 1-800-Flowers.com Product Code: 225261 A radiant Valentine’s bouquet of red roses and pink blooms arranged in a keepsake ruby-red vase. Use this when the customer wants something expressive and elegant that goes beyond classic roses and feels richly romantic Vivid Devotion® Brand: 1-800-Flowers.com Product Code: 212951 A vibrant Valentine’s Day arrangement featuring rich red and mixed blooms. Newly introduced for this holiday season, it offers a fresh take on classic romance. Suggest this when the customer wants something traditional but also eye-catching Important Things to Be Aware of Valentine’s Day is one of our highest-impact holidays. These key factors shape customer expectations, delivery success, and service needs across all brands: Valentine’s Day Falls on a Saturday Workplace closures and reduced weekend delivery options create higher risk for missed or delayed deliveries. Confidentiality Is Critical Anonymous and sensitive gifts increase confidentiality risks. Customer information cannot be shared without permission. Super Bowl Sunday Happens Right Before Valentine’s Day Customers may forget to order and place orders later than planned, increasing volume spikes and inventory pressure. We Do Not Accept Requests for Specific Delivery Times Deliveries occur between 9:00 AM and 8:00 PM in the recipient’s time zone. Exceptions apply only to funeral orders and delivery time windows. Valentine’s Day Isn’t Just for Couples Supports incremental orders for friends, family, and coworkers. ATLAS Brands Have Holiday Nuances Order Change/Cancellation Cutoffs, SKU Down, and GPT replacement limitations are enforced across the holiday period. Super Bowl Sunday Super Bowl Sunday is on February 8th, 2026. It is one of the biggest sporting events in the United States, and many customers spend the day watching the game or attending gatherings. Because of this, people often forget to place their Valentine’s Day orders until after the weekend. This may lead to a surge in last-minute orders as customers remember the holiday and begin placing their Valentine’s Day purchases in the days that follow. Galentine's Day Galentine’s Day is celebrated on February 13th and focuses on appreciating friendships, especially among women. It’s a day for people to show gratitude to the friends who support and uplift them. Customers may choose to send small gifts—such as treats, flowers, or thoughtful baskets—to celebrate this occasion. This creates an opportunity for additional gifting beyond traditional Valentine’s Day orders. SKU Down Process As we get closer to Valentine’s Day, florists may not have all the materials needed to create every arrangement. Because of this, the available floral assortment becomes smaller, and availability will change based on the date the order is placed and the delivery date the customer selects. How SKU Down Works Floral availability is divided into two timeframes: Timeframe 1 A larger selection is available earlier in the month. As this window ends, certain designs are removed. Timeframe 2 A smaller, final assortment remains closer to Valentine’s Day. These are the designs florists can reliably fulfill during the peak period. //////////////////////////////////////////////////////////////////////////////////////////////////////////////////////////////////////////////////////////////////////////////////////////////////////////////////////////////////////////////////// Make It Right Sympathy orders are connected to moments of loss, such as funerals and memorials. These moments cannot be repeated. When something goes wrong, the emotional impact is significant and often shared by family, friends, and loved ones. In sympathy situations, the issue is rarely just the order—it is about honoring the moment the customer was trying to support. Make It Right empowers you to use judgment and compassion to support the customer and help restore trust during a difficult time. Common Flowers Used in Sympathy arrangements CLASSICS: CHRYSANTHEMUM (MUMS) Flower Meaning: Honor, Grief, Loyalty (varies by culture) Common Colors: White, Red, Yellow Color Meaning: White-truth, mourning Red- Love LILY: Flower Meaning: Purity, Renewal, Rebirth Common Colors: White, Pink Color Meaning: White- Peace, Innocence Pink-Admiration ROSE: Flower Meaning: Love, remembrance, honor Common Colors: White, Red, Pink, Yellow Color Meaning: White- reverance Red: Love&Respect Pink- Gratitude Yellow- Friendship CARNATION: Flower Meaning: Purity,Renewal, rebirth Common Colors: White, Pink, Red Color Meaning: White-pure love Pink-Memory GLADIOUS Flower Meaning: Strenght of character, integrity, sincerity Common Colors: White, Pink, Red, Purple Color Meaning: White-Honesty Pink-Compassion Red- Devotion Purple-Spiritual Strenght ORCHID: White, Pink, Purple Meaning: White- Reverance Pink-Admiration Purple-Dignity HYDRANGEA- Flower Meaning- Sincerity, Heartfelt emotion Colors: White, Pink, blue Meaning: White- Grace, Pink- Love, Blue- peace IRIS: F MEANS: Faith, wisdom, hope Colors: W, B P CM: white- purity, blue-tranquiity, purple-royalty ::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::: Accurate Order Placement: Coordinating With Care Funeral homes and churches often have specific delivery guidelines. Placing the order accurately — and coordinating details — helps ensure everything arrives at the right time and is handled with care. Some locations cannot accept early deliveries. Flowers are typically delivered the morning of the service. We coordinate directly with the service location when needed. I understand how important it is to have everything in place. Most funeral homes have specific delivery guidelines, so we’ll coordinate directly with them to make sure the flowers arrive at the right time for the service. I’ll take care of those details for you." The customer’s relationship to the person being honored helps guide how we respond and what support looks like in this moment. Hover over each example to understand how relationships can guide your response. Immediate Family- The order is placed by a spouse, parent, child,, or sibling. Messages often reflect a deeply personal loss. Why this matters: Service issues connected to funerals and memorials are highest-impact moments. When immediate family is involved, a more personal and flexible response may be needed. Close fam or loved one- The sender may be an extended family member or somone with a close personal bond. Messages often reference shared memories or emotional connecrtion. Why this matters: Even when the sender is not immediate family, funeral-related issus should be treated as highest-impact moments and approached with care and thoughtful judgement. Colleague or community connection- The order may be placed by a coworker, organization, froup, or community member. Messages are often respectful or collective in tone. Why this matters: Funeral and memorial service issues remioan highest-impact moments, even when the relationship is professional. Avoid assuming emotional distance and respond with care and respect. Common Sympathy Service Issues Delivery Issues (Delivered Late / Not Delivered) Delivered Wrong Quality Issues When these issues occur during sympathy moments, they should all be treated as highest emotional impact situations. When customers choose our brands, they are trusting us with moments that matter. Our goal is not just to resolve issues, but to leave customers feeling heard, valued, and confident choosing us again. When in doubt: Lead with empathy, escalate when needed, and always aim to Make It Right. What is Quality Assurance? Quality Assurance is monitoring and evaluating customer interactions to ensure consistency, compliance, and alignment with company goals. This improves customer satisfaction and our overall performance. To do this, we use a combination of results from external customer surveys and internal agent evaluations. The 1-800-Flowers.com Family of Brands strives to provide amazing customer service. We closely monitor performance to ensure we're doing that - and learn how to make corrections if we're not. CSAT Surveys In order to improve customer experience, we must effectively measure our interactions with customers. To gauge customer experience, it's important to know: What metrics inform us about customer experience? How do we measure these metrics? What helps us improve on the results? Customer Satisfaction Score (CSAT) Surveys are used to monitor and measure our performance not only as agents, but also as a brand. We survey our customers for feedback to determine how we are doing as a company. CSAT surveys help us understand how customers feel, and how we are doing in meeting their needs. What does this survey look like? (KA-03559) GPT TRACKING NUMBER WILL BE PROVIDED TYPE OF ORDER SERVICE I understand your concern and thank you for sharing this with me. (gather the info and complete verification) For me to properly address you, may I have your first name please? May I also have your order number or the phone number that you used to place the order, the recipient's name and delivery date? Option A (Customer not demanding anything -- follow hierarchy) Option B (Customer demands a specific solution either FC or redelivery) Let me make things right for you by having a nice arrangement redelivered to the recipient (if the original arrangement is no longer available, offer florist choice of the same value) I understand. Let me make things right for you by processing the full refund back to your account. (process what the customer requested) I was able to process your request for __________. I understand. Let me make things right for you by processing the full refund back to your account. (process what the customer requested) n "If customer said YES: I was able to complete the _______________. Will it be okay if I'll call the recipient to apologize as we were not able to deliver the gift?" "If customer said NO: I understand _______________. Will it be okay if I'll call the recipient to apologize as we were not able to deliver the gift?" "I understand. I will not be calling ________. However, I don't want to end this call knowing that you still have concerns. Is there anything else I can do to make this right for you? (Wait for the customer's response)" 0 "If customer said NO: proceed to the script below" will you give me a moment to process this? So I processed ________ (recap all the compensations given). (Wait for the customer's response) So I processed ________ (recap all the compensations given). (Wait for the customer's response) Script A: “Because your experience as a customer is important to all of us here at 1800Flowers.com, I would like to ask if I have resolved your concern to your satisfaction?” "Script B: “It’s really importantto me that I have solved your concern today.Have I done that for you while I have you on the phone?”"