CRUSTOME SERVICE EXCELLENCE / ATLAS BRANDS SERVICE

your tone sets the mood

i received wrong order, im so sorry this happened. let's get's this fixed u quickly for u. -clear words -positive impact -stay prefessional -lead to solutions

Communication creates positive experiences Listen, understand, and connect Use the right tone and words that build trust Stay calm and solve with care

SUMMARY; -Listen flly and show Empathy -Use clear, positive words and tone -Stay calm and professional when it's tough -Focus on connection just resolution

for me the worst experience for me, because of GCASH CUSTOMER SERVICE. I've sent my email to their customer service about the google merchant deduction, because they deduct 549 pesos for premium account netflix and i want to send it back or refund but they not process my concern they don't have a careabout my concern that's why I'm annoyed that they deducted from my gcash because it's a big amount for me.

CUSTOMER SERVICE EXCELLENCE Learning Objectives Recognize who our customers are and the emotions behind why they reach out. 1.Apply active listening, empathy, and effective questioning to build authentic connections. 2.Demonstrate excellence using the be GREAT + take PRIDE principles across all brands and channels. 3 Respond to different customer needs—including angry, impatient, or confused—with calm, care, and solutions. 4 Create moments that matter by turning everyday interactions into trust, loyalty, and lasting relationships.

customer service is about creating moments just completing transactions across every brand, channel.

EXCELLENCE = CONNECTIONS, ACROSS EVERY BRAND, WE CREATE TRUST AND LOYALTY OUR LOYAL CUSTOMERS HAS MORE ACCOUNT DETAILS *KNOW YOUR CUSTOMER, SEE THE PERSON, NOT THE TRANSACTION -GREET,REALLY LISTEN,EMPATHIZE,ASK,TOTALLY RESOLVE -STAY CALM SOLVE WITH CARE -BE GREAT, TAKE PRIDE, BUILD TRUST -LISTEN,PARAPHRASE,EMPATHIZE -ASK, CLARIFY,RESOLVE EXCELLENVE = CONNECTION, LISTENING, CARE, EMPATHY, MOMENTS THAT MATTER

SUMMARY; -know your customer see the person, not the transaction -be great, take pride, create trust -first 30 second = lasting impresion -Listen, paraphrase, emphatize -stay calm, solve with care -ask, clarify, resolve

ATLAS BRANDS SERVICE

Search for orders confidently using the best method for each situation.

Course Overview; 1.Identify caller types and follow the correct verification steps. 2.Understand key screens like Messages, History, and CSI Summary 3.Create CSIs to resolve customer issues fast. 4.Deliver a good customer service experience that builds trust.

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 order number in the ordder # 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, u can search by customer information. u can use first name, last name, email address or phone number. results will appear under orders selected.
3. RECIPIENT INFORMATION -u can search by recipient information. u can use first name, last name, or email address. results will appear under orders selected.
4. ORDERS SELECTED - if u search by customer or recipient information the results will populate under orders selected and u will need to click sleect order or hit enter then u will access the order. click more search results or F9 if u need to look up an order that is older than 90 days.

Face of the Order;

1. CUSTOMER DETAILS - the customer details shows the customer's information (i.e., their name, address, phone number, email address). this box will indicate if the customer is a passport member. if they are, it will say passport member in red as shows in the example. 2.PAYMENT INFORMATION - THE PAYMENT INFORMATION BOX WILL SHOW THE PAYMENT METHOD, CREDIT CARD AND PROMOTION CODE INFO. THE PROMOTION CODE WILL ONLY SHOW IF ONE WAS USED. THIS BOX ALSO SHOWS THE AUTHORIATION STATUS.

2. CHARGES SUMMARY

3. CSI SUMMARY

4. CUSTOMER / TELEPHONIC

5. UR NAME, DELIVERY DATE, THE RECIPIENTS NAME (NEED TO VERIFY)

6. RECIPIENT NAME, PHONE NUMBER, , ADDRESS

7. ORDER NUMBER

8. DELIVERY DATE

9. ESTIMATED RRIVAL ON OR BEFORE

10. order notes, 2. order history, 3. CSI, 4. messages, 5. Replacement history

11. view florist lookuo, 7. florist/vendor info - fill info - 8. create CSI.

12. the delivery update/attmpt/confirmation has been received for this order. pease check the messages/orde history for more details.

Face of the Order: Product Information As you scroll down through the Face of the Order, you will also see the product information for each item.

Hover over the numbers for additional information on each section.

in the prodcut information section, u will see the Occasion, Product Number, Brand, Quantity, and Price for each item. u may laso see multiple prodcuts or any add-ons listed. (with image or product)

in this ex, the order shows a delivery time window (DTW). Customer may pay on additional price to have their order delivered during a specific time rage such as, 9am-12pm, 12pm-3pm or 3pm-6pm in the recipient's time zone. (no image)

this section shows the gift message for the order, if the customer included one.

Caller Types: Identifying the caller type is important because it can change the resolution we offer. Whether it’s a customer, a recipient, or even a florist, knowing who you’re speaking with helps guide the right next steps. -CUSTOMER when the person who placed the order is contacting us via phone -RECIPIENT when the person intended to receive the order is contacting us via phone -FLORIST the shop asked to fulfill the order -VENDOR only used by vendor relations -OUTPLACEMENT when you're working a MON issue -OTHERS, any person who is not the name of the customer or recipieny

CONTACT TYPES Voice agents do not need to make a selection it will automatically update to Telephonic. -TELEPHONIC when the person who placed the order is contacting u via phone -MON this is for use by MON agents only, when they're opening a CSI. -THIRD PARTY when the person intended to receive the order is contactng u via phone -OTHERS the shop asked to fulfill the order

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.

Understanding Authorization Statuses: APPROVED - he credit card has been approved for the purchase. The credit card has been authorized. APPROVED & CAPTURED - The order total has been deposited into the
brand's account. The credit card has been charged. DECLINED - The credit card did not receive approval for the purchase.
The credit card has not been charged. AUTHORIZATION NETWORK TIMEOUT - The credit card was unable to go through the authorization process. The card must be authorized before proceeding. The credit card has not been charged.

Order History; It generates the chronological history of an order and is read from top to bottom. Hover over the arrows to learn more about what information you'll find on this screen. 1193 MEANS THE ORDER WAS PLACED ON OUR WEB.

Reviewing Messages; MESSAGE TYPE - this tells u the kind of communication being sent about an order. Each message includes a code (like DLC or ASK) and text that explains the situation. these messages help u understand order status,, florist/vendor updates, or customer requests. DATE - date the message was sent. TIME - time the message was sent AGENT - the name of the agent who performed the action. MESSAGE TEXT - any message from an agent or the florist. FILLING SHOP - shop code of the shop filling the order. SHOP NAME - name of the shop sending the message ACTIONS - click on the envelope icon to review additional details about the message.

Message Types - ARTICLE KA-03612 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. 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). 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.

How to Read a Previous CSI these are all CSI that have been attached to the order. the red color on the sequenece that indicates a FULL vredit / SP has been issued on the CSI -u can view the problem descriptions, the status, date created, date closed, who opened and closed the CSI and any credits. -sometimes, the agent who opened the CSI is not the same agent who closes it. u should review all order notes before taking action. (CSI CLOSED BY) -if an action requires manager approval, their ID will be listed here. for examle, using a manager override is a suggested resoluion available for all CSI types. this option should be used sparingly and only when going above and beyond standard guidelined. detailed guidance on when to use this will be covered later in course. (MANAGER ID) -if u click on the envelope icon, u can view the CSI and see more CSI details. (RESOLUTIONS).

what is our primary used to searh an order - ATLAS

Envelope Icon; ORDER INFO - can be found here, product type/customer info/recipient info/credit issued/agent who issued the credit info INQUIRY SECTION - can be found here, problem code/detail code/caller code/contact type RESOLUTION SECTION - can be found here, if a savings pass was issued. what kind of credit (partial or full), if there was a redelivery or message sent. RESOLUTION CODES - can be found here, fault code/status code/credit card status/ wire status.

Tracking an Order; Pay attention to the different statuses: The green color indicates what has already been completed. The red color indicates that it has not been completed yet.

FPT orders can be in the following statuses:​ TRANSFERRED BY BLOOMING - the order was successfully sent and received electronic via bloomlink to a preferred florist. SUCCESSFULLY TRANSMITTED - THE ORDER WAS SUCCESSFULLY SENT ELECTRONICALLY VIA DOVE TO A UNIVERSAL 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.

CCO - cancelled, non-delivery, deklivered with issues, quality issue, Billing discrepancy, order change, gift issues, status check, Receipt/confirmations, foreign object/red alert. TPF - status check, incorrect gift received, cancel order, gift message, personalization, produt quality, address error, foreign object/red alert, return gift, duplicate gift, website/catalog error, biling, BGS, receipt/confirmations/order change

CSI Types - KA 01003 (1800 f) STATUS CHECK - an inquiry to check on some aspects of an order such as delivery confirmation or address. status checks account for a large percentage of customer service calls. DELIVERY ISSUE - an inquiry abput a problem with a delivery such as no delivery, late delivery, early delivery, o delivery time window issues. ORDER CHANGE - a request change to some aspects of the order includng adding a promotion code, updating an address, 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 is apromotion 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.

Status Check CSIs Unresolved - Leave CSI Open If the customer reaches out before the delivery window closes, we still have time! Open a Status Check CSI and leave it open (select Unresolved – Leave CSI Open as the suggested resolution).

Review Article KA-01504 for more information.

Closing the CSI If a DLC posts after 8:00 PM in the recipient’s time zone, the CSI will automatically close.

Turning Off Passport Auto-Renewal If a customer contacts us to disable their Passport auto-renewal, you should open a Status Check CSI. Use the Detail Code: Customer Checking Status of Order and the Reason Code: Turn Off Auto-Renewal. The suggested resolution is No Compensation Allowed.

Important: 1-800-Flowers.com's delivery hours are between 9:00 AM and 8:00 PM in the recipient's time zone.

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 - ARTICLE KA 03687 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

How to Process a 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 KA-03662 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; 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.

How to Assign an Order to a New Shop: When you process an order change for a new product or delivery date, a new order is created. This may require assigning it to a new shop.

WHEN TO ASSIGN AN ORDER TO A NEW SHOP: Reasons to Assign an Order to a Shop:​ The customer does not want a replacement sent to the same florist.​ The order is showing in the REJect queue and has not been assigned to a new shop.​ The order is showing in the FLE queue and has not been assigned to any shop.​ Another reason listed when checking messages on the order.

When to Use the Global Edit Button: The global edit button is used for multiple line orders with the same CSI issue order change. The global edit button will only appear under these conditios. it should only be used on multi-line orders that reqquire the same change throughout the order. EXAMPLE 1. if a customer ordered 10 fields of europe arrangments but the customer calls bavk and would like to do an order change it to 10 floral embrace arrangements. THE ENTIRE ORDER IS CHANGING; THEREFORE, U MUST USE THE GLOBAL EDIT BUTTON. EXAMPLE 2. customer ordered 20 make u smile poporn tins to be delivered for christmas but they now want them delivered by thanks giving. USE THE GLOBAL EDIT BUTTON TO CHANGE THE DATE FOR ALL GIFTS ON THE ORDER. note: if passport is purchased on the order, we cannot use the global edit button.

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.​ Fruit,Chocolate,Wine; Some scenarios include if the item was broken/torn, date expired, frozen, not fresh/spotted/brown, or low perceived value. Flowers/Plants; Some scenarios include blooms did not open, broken heads/stems, covered in dirt, frozen, moldy or low perceived value.

Cancel CSIs: Customer Does Not Want- Some scenarios include if the customer found another gift, recipient is no longer at the address, or the product/price/tax/service charge. Cancel Test Order- Sometimes internal company employees process orders in production for testing purposes. This should NOT be used on regular production orders. Order Duplicated- This scenario is when the order is duplicated by the agent or placed on the web. Passport Renewal Cancel- The Passport Membership will be canceled, the full amount will be refunded, and the auto-renewal will be turned off. Declined Credit Card- When a customer's payment cannot be authorized.

Delivered Wrong CSIs: Add-On- (offer the customer a redelivery with a $15 savings pass) Some scenarios include missing add-ons, incorrect balloons received, or incorrect add-ons due to agent error. Flowers / Plants- (offer the customer a redelivery with a $15 savings pass) Some scenarios include arrangements with incorrect flowers or plants, wrong colors, missing items, or substitutions that were not approved. Container- (offer the customer a redelivery with a $15 savings pass) Some scenarios include containers that are the wrong color or substitutions not approved. Personalized Product-(offer the customer a redelivery with a $15 savings pass) Some scenarios include missing personalization or incorrect personalization Card- (offer to call the recipient to read the card message) Some scenarios include missing cards, cards that are smudged, illegible, or contain errors. Food-(offer the customer a redelivery with a $15 savings pass) Some scenarios include missing or incomplete food items.

Billing Discrepancy CSIs: No Knowledge of Charge- Some scenarios include if the customer says they did not place this order, multiple authorizations, order was placed by a third party.

Receipt CSIs; Email Receipt/Confirmation This scenario includes if the customer wants their order confirmation email resent. Receipt of Credit Issued This scenario includes if the customer wants an email showing their refund we issued.

CSI Guidelines & ATLAS Guided Navigation: Our CSI Guidelines are designed to be both fair and reasonable to the customer and the fulfillers. They’re built into ATLAS so that when you’re resolving an issue, you follow the resolution options in the order provided.

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 - Our compensation is based on what the issue is and includes redeliveries or full credit. You should never offer a full credit and a redelivery.​ UNRESOLVED - LEAVE CSI OPEN 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 PM in the recipient’s time zone, so the order still has time for delivery. In this case, you would leave the CSI open. MANAGE OVERRIDE- When a requested action goes beyond our standard CSI Guidelines, a Manager Override may be necessary to complete the action in ATLAS. 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. Important Notice 50% Partial credits have been removed as a compensation option, but ATLAS still displays them. You must not select 50% partial credits for the following CSI types: Delivery Issues (Delivered Early, Delivered Late) Quality Issues (All scenarios) Delivered Wrong (All scenarios) Please provide either a redelivery/replacement or a full (100%) credit. If ATLAS does not allow a full credit to be selected directly, use Manager Override.

HOW TO CREATE CSI: now that u have clicked, (yes to proceed to CSI) take alook at the (createCSI) button. The (create CSI) button is now teal like the rest of the buttons next to it. You have now enabled the (create CSI) button and a dropdown menu to the left has populated.

Now that you have selected your CSI type, ur next step to proceed to the CSI is to click the (create CSI) button.

once u click on the (create CSI) button, u will directed to the CSI resolution screen.

you can select the appropriate detail code to begin.

CSI Resolutions Screen: Important Callouts- Detail Codes are categories that fall under the CSI type you selected. They identify the general nature of the customer’s issue. Purpose: Select the code that best matches the scenario you are handling. Reason Codes provide additional context about the customer’s issue within the selected Detail Code. They explain why the issue occurred or what specifically went wrong. Purpose: Ensure the resolution, compensation, and order notes are accurate.

First,u need to select the appropriate detail code. The detail codes are the different categories that fall under the CSI type u previously selected. Based on the detail codes provided u would need tp verify which detail code matches ur scenario. In this scenario, please ensure u review the customer summary page to see if the order was shipped or not shipped. For this tutorial, please select NOT SHIPPED.

Setting up a Callback: Sometimes customers want us to call them back later. They may want us to provide an update on their order. The callback can be set up at the bottom of the CSI Resolutions screen.

CSI ACTION: NO- click the dropdown menu and choose Yes. This will always be defaultedd to No. HOME PHONE- here u can update the contact type from home phone to work phone or the type that best fits. This is the phone number on file, verify that this is accurate. CALL BACK DATE- here u can adjust the date o the callback. CALL BACK TIME- here u can adjust the time of the callback

SUGGESTED RESOLUTION; not it will be additional for cutomer it they can use that 15$ savings pass for their next purchases.

COLOR TYPE- u will be able to click customer recipient florist/vendor if they are the one who calling u.

Leaving a Voicemail When to Leave a Voicemail: Customer doesn’t answer a callback or follow-up call. You need additional information or verification. Providing updates about an order, service, or delivery.

Important: When making an outbound call in Dynamics, make sure you are selecting the correct outbound queue and stating the correct brand name (for example, Shari’s Berries, FruitBouquets.com, Cheryl’s Cookies, etc.) in your voicemail

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, thank you and have a great day.”

Remember to leave detailed order notes and leave the CSI open while we wait for a customer callback.​

Pyramid of Compensation - KA 01308 The Pyramid of Compensation is a guideline for deciding the order in which resolutions are offered. Start at the top and work down only if the previous step doesn’t fully resolve the issue. This pyramid applies to the Floral Five brands. It does not apply to Cheryl’s or The Popcorn Factory.

Replacement Always remember to offer an apology call to the recipient while you are presenting this resolution.

we cannot process the 50% to TPF and CCO

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.

A price change occurs when a florist requests additional funds due to increased delivery costs or the cost of goods. ​ -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.​ -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.

Understanding Fault Codes - Article KA-01480 Fault Codes are used to identify who is responsible for the root cause of the issue.

The code selected allows us to see who caused us to open the CSI but can also have an impact on who gets paid (or not paid).​

Fault Codes are selected automatically if within CSI guidelines, however, when Manager Override is used the Fault Code must be selected manually. ​

IMPORTANT INFORMATION: Article KA-01841 Savings Passes should not be offered on sympathy orders. Only one Savings Pass issued per order—not per item or CSI's. Savings Passes MUST be issued on the original order, not a replacement. The Savings Pass number and PIN will download into the Order Notes within 24 hours.

Refunds-Article KA-01684 When issuing refunds or credits, it's important to communicate clearly and avoid promising specific timelines, as processing times vary by financial institution. Use this script when any credit or refund has been given:

"A refund of [$XX.XX] is being processed and will apply to your original form of payment. We'll email a receipt within 24 hours. they make call bank institution once they not receive the refund or they may call our hotline regarding the refund orders.

if the order of the customer was wrong we can offer the sf refund default code line, quality issue- for the 15$ we can offer that to the recipient she will be the one who can receive that savings pass. we can offer higher key compensation sf refund if the delivery is not receive this early or late, if they declined u ask for the customer for re-delivery and offer same day delivery. we cannot offer the full refund to the recipient.

Other CSI Related Issues: Article KA-02000 Important Reminders Our Freshness Guarantee is for 24 hours (applicable when handling quality issues).​ Always do what is right for the customer but the shop should not be penalized after the 24-hour cut off.​​ In an effort to provide our Fruit Bouquet Designers the time needed to create our unique gifts; we ask that you:​ Do NOT call them, instead send all inquiries via ASK messages.​ This pertains to Fruit Bouquet shops only, which are designated as DNC (Do Not Call).​ Inbound calls will not be accepted by the Fruit Bouquet shops only. FRUIT BOUQUETS shops will have FVO in their name. SHops with this label only deliver fruit bouquets orders.

Handling Substitutions: When a florist requests to substitute a flower or component, there are certain steps and considerations to follow BEFORE approving the substitution.

Customers expect that their recipients will receive gifts that resemble the advertised product images. ​​

To achieve this, 1-800-Flowers.com expects all florists to maintain inventory of the floral varieties and containers necessary to design and fulfill orders for our featured arrangements.​

Substitution Guidelines. (dito ko natapos)

Florists ust be sure to maintain: The overall shape,size,and style of the arrangements. The shadesand colors combinations of the arrangement. Similar type flower (ex. spike for spike, round for round) Substitutions should be of equal value. Prioritize variety over color in single variety arrangements. The use of containers listed in the description, paying particular attention to style and color. Florists must never substitute codified products, unless they've received the express consent of 1-800 flowers.com

NOTE: if it is a sympathy order, the product should NEVER be changed to a vendor product.

Servicing International Orders -Article KA-03668

When helping customers with international orders, there may be times when the delivery date has passed and the order still hasn’t been delivered.

Scenario: Delivery date passed, florist hasn’t replied, no DLC. Do: delivery date has passed Send DLC (Delivery Confirmation) request to florist. Inform customer it may take up to 48 hours for a response. Verify customer phone number; leave CSI open with detailed notes. If florist doesn’t reply in 48 hours: Contact customer. Cancel order. Issue full refund. Offer Savings Pass if appropriate (see Article KA-01841). Do NOT: Cancel and resend order (routes to same florist). Replace order (routes to same florist). Contact florist directly.

Scenario: ATLAS shows no florist available to fulfill order. Do: No florist available Apologize to customer. Verify address is correct. Cancel order. Offer Savings Pass if appropriate (see Article KA-01841).

Do NOT: Suggest sending order to someone in the U.S. instead. Customers want gifts delivered to the intended international recipient; redirecting can cause frustration.

Calling or Messaging a Florist ​

It is essential that you know when you should message a florist or call them.

Messaging a florist saves them precious time that they can use to fulfill our orders.

Acceptable Call Times to call the Florist:​​ 7:00 AM - 6:00 PM (Mon thru Fri)​​ 7:00 AM - 2:00 PM (Sat and Sun)

When a florist is listed as a DNC, it means they should never be called and all inquiries should be sent via an ASK message.

DNC - do not call

Reasons a Florist May Call Us: We may call a florist, but they may need to call us, too! Hover over each reason for more information. NO CARD MESSAGE ON ORDER ADDRESS CLARIFICATION DUPLICATE ORDER PRICE CHANGE REQUEST SUSPECTED FRAUD BLOOMNET CALL

Delivery and Communication Windows: if the order is going to a | Cutoff window/orders must be sent to a florist by | delivery deadline/florist must delivery by | Communication window/florist must communicate delivery notifications by:

Business, Hospital, School Schools are considered businesses and have various closing times. 2:00 PM Monday - Friday 1:00 PM Saturday 11:30 AM Sunday Varies 8:00 PM

Residence 2:30 PM Monday - Friday 1:00 PM Saturday 11:30 AM Sunday Varies 8:00 PM

All Fruit Bouquet Orders 1:00 PM Monday - Friday 12:00 PM Saturday 11:30 AM Sunday Varies 8:00 PM

International Look in F11 to understand specific country guidelines, most require 2 business days in advance. Varies 2-3 days

Photo Proof of Delivery (POD): Article KA-03683 What is POD & Why it Matters- Photo Proof of Delivery (POD) is a photo taken by the delivery person showing where an order was dropped off.

These photos are taken by Delivery Service Providers (DSPs) — third-party couriers such as DoorDash, Uber, Roadie, or Walmart — who deliver certain orders. Florists may also take photos for some orders.

You will determine if the order is delivered via DSP by reviewing the photo's URL to see if it was delivered by one of the couriers mentioned. This is important because POD helps determine who is at fault (Customer, Florist, or Delivery Service Provider).

This is used for customer-reported delivery issues (Not Received and Delivered Late) or Status Checks for FPT orders for 1-800-Flowers.com, FruitBouquets.com, and Shari's Berries.

This does not apply to these CSI types: Delivered Wrong, Quality Issue, Cancel, or Billing CSIs.

What Makes a Photo Valid? If a photo is valid, it is okay to share and describe to the customer. To be Valid in resolving a delivery issue, a photo must meet ALL of the following criteria:

• The photo was posted on the delivery date before 8pm (6pm for business) and within any requested DTW.
• The gift item is clearly visible (e.g., flowers, gift basket).
• The delivery address and the item both match the order details.
• An address or house number is visible and legible

What Makes a Photo Invalid, But Useful? If a photo has any of the issues below, it can be described to the customer, but you will still fault the Florist or Delivery Service Provider if the customer still says it was not delivered. The photo was sent outside of the delivery window (sent after delivery cutoff). The photo shows a bouquet delivered, but the house number is not visible. The photo shows an office building and bouquet, but the business name is not visible

its okay we're not provide pod for customer to delivered wrong or quality issues

How to Review a Photo in ATLAS? Open the order in ATLAS. On the Face of the order, Click on the thumbnail to view the photo. Evaluate the photo.

How to Determine if the Order is Delivered by a Delivery Service Provider (DSP) Use the photo's URL to determine if it was delivered by one of our DSPs (DoorDash, Uber, Roadie, or Walmart). If one of these values is NOT shown in the URL, the order was NOT delivered by a DSP.

Compensation Rules, CSI Handling, & Fault Codes If a valid Photo Proof of Delivery (POD) exists — meaning the order was delivered to the right place, at the right time, and with the correct product — but the customer still claims it was not received, create a Delivery Issue CSI. Select Customer as the Fault Code and provide the compensation agreed upon with the customer. Do not send a Cancel message in this scenario.

Document in the order notes whether the POD was valid or invalid, whether it was described to the customer, whether the customer accepted it, and the resolution/compensation provided.

Fault Coding, Manager Override & Cancel Messages Valid (photo) Invalid (Photo) Invalid (photo)

Doesn't Matter (DSP Listed?) Yes (DSP Listed?) No (DSP Listed?)

Customer (Fault Code) DSP (Fault Code) Florist (Fault Code)

Yes (Manager Override) No (Manager Override) No (Manager Override)

No (Send Can?) Yes (Send Can?) Yes (Send Can?)

Order Notes Requirements: Your order notes must contain ALL of the following information:

1.Was a Photo Proof of Delivery on the order and was it Valid or Invalid? 2.Did you use the POD and describe it to the customer? 3.Did the customer accept the POD or did they say it still was not delivered? 4.Did you share the POD (via email or chat) with the customer? 5. What was the agreed upon resolution & compensation?

Other Caller Issues: Florist Liaison - Article KA-03496 Customers may call to share feedback—positive or negative—about a florist’s work. Remember: we are the florist, so never give out a florist’s name, name of the shop or direct phone number.

Instead, act as the customer’s advocate by communicating any messages or concerns internally, then update the customer with the resolution.

Brick and Mortar Stores Normally we want to encourage the customer to shop with us, either on the phone or the web, however, there are times when a customer wants to go directly to a shop. ​​

Say something like: “I would be happy to help you but if you would rather visit a brick-and-mortar shop, I can look to see if we have one in the area.”​ (18F - CCO)

PayPal Credit is an online payment method, and all customer service issues should be handled as any other credit card. ​

This includes: ​​ Standard CSI procedures ​​ Cancelling/Changing an order​​ You should never process an order change that would increase the order total on PayPal orders.​​ Issuing Credit ​​ We cannot issue refunds on orders older than 180 days.​​ For any rare cases, you should create a CSI with a Manager Override and manually issue a Savings Pass for the amount due to the customer.

*All billing issues will be handled by PayPal and customers can access their account online. *If they feel they were charged twice and or missing a credit, please transfer to the Loyalty Department. ​ *If asked, refunds in PayPal may take 30-45 days to process.​

Executive Services Notes Indicator:

All orders that should not be worked by anyone except our Executive Services Team will have order notes that start with:​​

DO NOT TOUCH EXEC SERV WORKINGWILL FOLLOW UP​ Orders that can be worked will not have any asterisks or be noted as Exec Services.​​

If you come across an order marked for Executive Services: 01025 For chat, provide the customer with the Executive Services number. For voice calls, perform a soft transfer to the Executive Services team so they can assist the customer directly.

Health/Injury, Property Damage, Mold & Foreign Object Form: At 1-800-Flowers.com, we have an always-growing line of products beyond flowers. It is important that you are aware of the Health/Injury, Property Damage, Mold & Foreign Object Form so you can effectively help customers who call in to report the following types of concerns that require further investigation by the internal Quality team:

-Injured by a product (i.e. a broke tooth, an allergic reaction) -Property damaged by the delivery service (i.e. the recipient's mailbox was knocked over, the driver drove into the fence). -Foreign object was found in the product (i.e. a machine screw, a piece of plastic. NOT bugs). -Food quality is not as expected (i.e. the food arrived moldy, the food had a chemical taste).

If a customer calls to report an injury or potential hazard from one of our products, this is a potential legal issue. Immediately offer an apology for the incident and thank the customer for calling. -What to Say to the customer: "Thank you for calling to let us know of your experience. I am sorry that this happened to you."

DO NOT accept any form of responsibility. DO NOT agree to pay any medical expenses. DO NOT give medical advice. DO NOT ask for or offer reimbursement other than credit on order.

Foreign Object/Red Alert Form (TPF / CCO): The Foreign Object/Red Alert CSI and form is completed for The Popcorn Factory and Cheryl's Cookies when a customer or recipient contacts us about a foreign object found in their food gift item.

This includes any complaints of illness, allergic reaction, or chemical taste.

Article KA-03408 - related knowledge article with form links

what say to the customer? im sorry to hear of this issue. I'll be happy to escalate this and someone will get back to u withing 24-48 hours. Please keep any remaining product/containers as we may need u to send those back for further review.

reports of ants/insects in the box does NOT require a red alert: i am very sorry to hear there were insects found in your gift, unfortunately, cometimes they can get into the box during transit. I'll be happy to reship a new gift to ur recipient and send u a savings pass. will that be alright with you?

Escalation Queue - Article KA-01824 For all brands, we have an Escalation Queue, that is managed by your leadership team which will help you provide a better experience to our customers. This queue should be used for escalated customer situations that may require additional support.

This queue is for voice and chat workloads.

Before transferring, remember to: Use your de-escalation skills. Consult the supervisor to provide the information the customer or recipient shared.

Chargebacks - Article KA-02028 A chargeback is when a customer disputes a credit card charge, usually because it was unauthorized, fraudulent, or an error. The bank reviews the dispute and may reverse the transaction, unlike a normal refund handled directly by the merchant.

If a chargeback included purchasing a Celebrations Passport membership, the membership will be automatically cancelled.

Handling Privacy and Data Removal Requests - 03560 Customers might ask us to: Delete their personal data Unsubscribe from marketing emails Close their account Stop the sale or sharing of their information

These are called Data Subject Access Requests (DSARs) and are protected under privacy laws like GDPR, CCPA, CPRA, and others. These laws give customers control over their personal data and require us to respond within set timeframes.

That’s why it’s important to follow the right process, form, or script for each type of request.

what to say to the customer? we take privacy of ur data very sersly. our priacy notice details how and why we collect personal data, discloses the categories of personal data we collect and the categories of parties with whom we may share ur data. we have a dedicated team of professionals whose responsibility is to address customer privacy questions. u can reach them at privacysupport@1800flowers.com. otherwise, if u have any other questions or request unrelated to privacy, ican certainly help u.

Fraud Calls - Article KA-01810 Some customer calls may involve unrecognized charges or potential fraud. Use this guidance to determine when a transfer is needed and how to handle the call.

*Verify customer information and review recent orders before transferring. *Attempt to resolve the issue first whenever possible. *Transfer only when necessary (suspected fraud, unrecognized charges, or cases flagged for Purchase Verification).

Manual Service Form - Article KA-03399, Article KA-03408 During an ATLAS maintenance, you will be required to use the Manual Service Form because you will be unable to process any CSIs.

Using the Manual Service Form allows you to capture important customer information to be able to process the CSIs after the maintenance has been completed.​

In addition, in case of an ATLAS outage you may also need to fill out this form.​

How to Recognize and Handle Prank/Crank and Abusive Customer Calls Article KA-01521

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.

Handling Crank or Nuisance Callers; (balikan moto)

Clubs, CYOs, & Subscriptions

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:

1.Select [Order Change] as your CSI type.​

1. On the CSI Resolution screen, select [Gift Change] as your detail code.

3.Next under Select Action Type, you must click on [Change Order].

4.On the Order Change screen, click [Edit Components].

5.Select the components you would like to change/edit.   

6.Once you have made the necessary changes, you must select [Save and Close].

7.Review your changes once more and then click on [Confirm Changes].

8.Then, you must click on [Apply].

9.Next, click on [Return to CSI].

10.You must complete the CSI by clicking on [Complete CSI].

Servicing Subscriptions Orders;Article KA-01899

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 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.

1. CAN message needs to be sent on the original SUB order.
2. 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.

Servicing Club Orders: Article KA-01899

Do NOT direct the customer to their online account!

If the customer would like to cancel or credit is due: CANCELLATIONS Code as CSI Cancel (if able to), if not, code as Non-Delivery / Not Shipped

For refunds: Remember that for the Pre-Pay Clubs you will have to divide the total cost of the Master order by the duration of the club (3, 6 or 12) to issue a refund on the months due Example: The total cost of a 12-month club is $220.00 and we are refunding the customer for 2 months Divide $220.00 by 12 = $18.33 x 2 = $36.67, which is the amount to be refunded for 2 months

** Solution will automatically default to Full Refund - please make sure we deselect and enter the refund amount due to the customer in the Partial Refund field**

** Escalation form NEEDS to be filled out to Cancel on the backend**

DELIVERY & QUALITY ISSUES: Follow the CSI Guidelines. Replacement needs to be done on Master Order. Make sure to update the correct product code that coordinates with the month you are replacing. Notes need to be detailed (Indicate what month you are replacing and why).

ORDER CHANGES: We can ONLY update a Sub Order if it has NOT been processed for shipment.

Do NOT change the delivery date.

Escalation form NEEDS to be filled out to make changes for future orders