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MAKE IT RIGHT SCRIPT

Delivery Issue Not received

Florist unable to deliver for whatever reason | Recipient not available | Incorrect information entered | Weather-related condition | DTW or business or residence cut off delivery time

Opening spiel:

Thank you for calling 1800flowers.com, My name is Vinz. How can i assist you today?

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 have your first name please?

(Make sure to check the information and gather details as to why the delivery did not happen.)

May l 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):

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

Option B (Customer demands a specific solution either FC or redelivery):

I understand. Let me make things right for you by processing the full refund back to your account. (process what the customer requested)

Important spiel: I was able to process your request for _ And since we wanted to have another chance with you, allow me to give you a $15 savings pass that you can use towards your next purchase with us.

Disclaimer: Do NOT offer this for FUNERAL and SYMPATHY orders

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 (name). Will it be okay if I'll call the recipient to apologize as we were not able to deliver the…

If customer said NO in calling the recipient: 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)

If customer said YES in calling the recipient: Thank you. I will be calling the recipient after this call. 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)

If customer is doubtful or asked for specific request: Doubtful: As l've said I want to make this right for you so let me process the refund of the shipping fee back to your account.

Specific Request (Extra compensation dictated by the customer) I'll process it for you.

will you give me a moment to process this?

So I processed)… recap all the compensations given). (Wait for the customer's response

If customer said NO: proceed to the script below

So I processed…(recap all the compensations given). (Wait for the customer's response)

CHOOSE ONE OF THE CLOSING SCRIPTS BELOW:

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 important to me that I have solved your concern today. Have I done that for you while I have you on the phone?"

If the customer wants to have the delivery on a date that's no longer available (may it be same day or another date): Upon checking, the local shop is already closed and as much as I wanted to call them to push the delivery today, no one will be able to take my call. Let me make things right for you. Please allow me to surprise the recipient by sending a nice arrangement for tomorrow or at the earliest delivery date. I see that you ordered a SXX.XX arrangement but this time let me send an arrangement amounting to $XX. I'm sure the recipient will love it. Does this work for you?

The extras that you can process: