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Close of Interaction Inquire if customer needs additional assistance/proper Closing
Immediate sup call Process
- Ensure to inform your team leader if you need to transfer the chat/call to check if there are available sup caller ready to get the chat/call (704 Split)
3rd Touch Process
- Make sure to review the order if you are the 3rd person touching as it aims you to be the last to resolve the concern. Inform your team leader and sup ID is needed when you encounter orders with multiple handler
Recognizing the executives
- Check if your customer has 1800Flowers.com on their Signatures when messaging us or trying to check on their orders, placing one or if it's a test Chat
Review & Place Order A breakdown of the charges will be presented on this page.
The place order button will complete the purchase.
Chat Ace Accountability Consistency & Ethics Guidelines Previously ZTP
Chat Zero Tolerance Policy Below you will find the 1800flowers.com chat zero tolerance policy
- Agent was rude
- Speaks/chats Condescendingly
- Use of derogatory Language
Example : I Just want to speak somebody else again Who is not you And i also would like to rate you Alright, so let's end this conversation then start again with another again.
- Agent performs action that Demonstrates work avoidance such as:
- Misusing the idle Scripts Sending the canned responses before the allotted customer idle
- Disconnecting a chat prematurely. Agent Disconnect a chat with no clear reason in the interactions and or without offering assistance or resolution to the customer's Inquiry
Misusing the idle Scripts
- May i have your order Number please? I Haven't Heard from you in a while, Do you need more time?
Disconnecting chat prematurely Hello, Brian thank you for contacting 1800flowers.com, my name is Tristan and i will be happy to assist you please give me a moment to review you acc
- If agent misleads the customer a manner that isn't truthful
- If an agent claims they will provide a refund (partial or fully) for a customer's purchase, but do not.
- If an agent advices a customer a replacement/Redelivery Will be ordered and sent but does not complete the Redelivery/Replacement order.
- For system Issues proper notations will be Required
- If an agent cancels an order against the customer's request
- if the agent uses the Supervisor's ID Without their approval
How to resolve an email? First contact resolution (FCR) is another key metric to drive improved customer experience. this metric provides and effective way for us to measure service specialists effectiveness in resolving customer inquiries. by resolving all customer issues on the first
How to resolve an email Delivery Issue
- If the customer asked for refund, try to call the customer and if it's routed process the fc.
- If the customer mentioned that it was not delivered and not asking for Amy refund process replacement on the earliest possible date with $20 SP.
- if the customer mentioned that they received delivery confirmation but recipient did not received the flowers or order and not asking for any refund process replacement on the earliest possible delivery date with $20 Sp.
- If the customer asked for refund due to non delivery but when you checked the order its already in transit, the agent can process50% refund with 20SP directly without calling the customer.
- 8 PM onwards ( TOO LATE TO CALL CUSTOMER) - customer asked for refund process FC.
Quality Issue And delivered wrong
- if the customer complained about the quality of the arrangement and now asking for any refund process replacement on the earliest possible Delivery date with $20SP.
- if the customer complained about the quality of the arrangement and asking for a refund no need to call the customer. Agent can process a 50% refund and 20SP Right away
Order Change
- (If customer insisted) If the customer wanted to change the delivery date or delivery address because the Recipient will now be available and the order is already "Confirmed@Vendor" The agent should Create A CSI For delivery issue and process a replacement with the updated information requested by the Customer PLEASE MAKE SURE THAT THE AGENTS ARE CALLING THE CUSTOMER FIRST BEFORE PROCESSING CREDITS.
Opening / Greeting 2 spaces before the body of the mail
Email Response ( Canned Response )
Regarding the status of you order please call us back as soon as possible at Number) So we may resolve this completely. We apologize for any inconvenience this may have caused and look forward to hearing from you soon
Sincerely,
when to transfer and email Attention email Agents:
When transferring an email agents must send it to the correct queue
agents who need to transfer emails Should AVOID
When to disconnect an email
Email reminders The only emails you should delete are Spam Auto Responses Duplicate emails Meeting Request Promotional Emails