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. Rules & Restrictions Passport benefits cannot be applied to orders that have already been placed. = X Can be used on sale priced items, all clubs and subscriptions, and can be used in combination with promotion codes and employee discounts. Passport is not available for business accounts, company use, or customers in Canada or other countries. = X Customers must provide a valid email address to enroll in Celebrations Passport®. Do not offer Passport to customers placing business-related orders. =X Customers must be signed-in as a registered member of the Passport Program to utilize the benefits on web orders. Passport benefits cannot be combined with airline promotions. The website will block any airline miles coupon codes from being applied to an order with Passport benefits. =X Customers can enroll in the Passport Program online or on a phone order and will automatically renew each year unless auto-renewal is turned off. Customers cannot use gift cards to buy a Passport membership.=X Discount coupons cannot be used to reduce the price of a Passport membership. Lesson Summary: Celebrations Passport gives customers free standard shipping, no service fees on florist deliveries, and extra perks to make shopping easier and more rewarding. Celebrations Passport benefits can’t be used on past orders, business accounts, Canadian or international orders, airline promotions, or when buying with a gift card. Program benefits include free standard shipping, no service charges, no minimums, members-only discounts, one price for 12 months, and immediate use after sign-up. Customers can join online (product page, checkout, enrollment page, mobile app) or by calling our Customer Care team. ------------------------------------------------------------------------------------------------ Kathleene Collinns 204 E Biltmore AVE. Salt Lake City, UT 84107 Email:KCOLLINNS@GMAIL.COM Phone: 9562005920 Card no.:5424823003996958 Order: w-33038x ------------------------------------------------------------------------ Opening Spiel -> That's Great! I would be gladly to assist you, may I know who am I speaking with? -> Hi____, Do you have a Specific order in mind or do you need some suggestions? -> Okay to verify your order, can you tell me your First name and Last Name please, (Awesome!). can you tell me your Address and Zip Code please, Thank you. (That's great!), Can you also tell me your Phone Number please?(Perfect!), and lastly your Email please. (wonderful) Are you ordering for yourself or for someone special? -> (Great choice!) Give me a minute or two, while I input your Information correctly. (chikahin si Customer) (Redirect back to the order and tell the date when will it be delivered) (Upsell, Add-ons, and telephone special) (If didn't avail anything else, proceed to Payment) (Ask if there's anything else, if None proceed to Closing Spiel) ------------------------------------------------------------------------------------------------ For Service: Opening Spiel: "Thank You for calling Harry and David, I'm Arabella. How can I assists you today." -> "I have a Concern with the order, I placed. It was a Birthday gift for my Grandfather and it has a wrong label written on it." "Oh.... I'm sorry that happened. I'll be gladly to look that up for you, and change what's written in the label, Am I speaking with, Michele Fajardo right now?' I already pull-up your account for verification, Is your Email, MichFajardo@gmail.com. still active? Upon checking here you're using the phone number 9562004209, that is associated with your account, was that correct?" -> "I'll process it for you. Once again I'm so sorry that happened. by the way Happy Birthday to your Grandfather, I hope you guys enjoy, and have a great time together! may I know how old is your Grandfather is? -> He's turning 60 years old on December 15 "I see~ upon checking your Order, Is it the Ultimate meat and cheese gift box? "Awesome! the order will arrive by December 12, 3 Days early for your Grandfather's Birthday is that okay? (Yes) Fantastic, I'll have the label change it for you, what do you want me to put in the label?" (Happy 60th Birthday Grandpa!~ from: <3) "So It's "Happy 60th Birthday Grandpa! from: <3" Is this correct?" (Yes) "Awesome! I'm sure he will love this , I already changed that for you. But before that let me tell you our special offer." "AS A THANK YOU FOR CALLING TODAY WE HAVE OUR SWEET, JUICY ROYAL RIVIERA PEARS ON SALE ALONG WITH FREE SHIPPING. THEY ARE EXPERTLY GROWN IN OUR ORCHARDS, HARVESTED GENTLY BY HAND, AND PACKED TO ARRIVE IN PERFECT CONDITION. WOULD YOU LIKE TO GET THIS FOR YOURSELF OR SURPRISE SOMEONE SPECIAL TODAY?" (No thank you) "Just a recap, ______. I already change the Label Message and I also sent an Email to you the Details of your order." "Great!, Is there anything else, I can help you with?" (Nothing else that's all) "Thank you for calling Harry and David, Have a Wonderful Day!" ------------------------------------------------------------------------------------------------ https://18fservicecenter.crm.dynamics.com/main.aspx?appid=3a2b7a43-1a0a-ef11-9f8a-00224805c3f6&pagetype=entityrecord&etn=msdyn_ocliveworkitem&id=151370E2-5BDF-45F0-B612-CA5EDDD1D745&formid=136b3800-234b-420c-9d8a-458b61cb2263