OPENING Thank you for calling 1800flowers.com. My name is Princess! How may I assist you today?

REITERATION I understand and I apologize Let me make this things right for you. ALWAYS TAKE POSITION OF THE CUSTOMER'S NAME WHEN ADDRESSING CONCERN

VERIFICATION May I have your first and last name, your recipient's first and last name, and the date your order was scheduled to be delivered, please?

THANK THE CUSTOMER FOR VALIDATING THE INFORMATION Thank you for that information, [NAME OF CUSTOMER]. Would you mind waiting a minute or two while I verify your order? Could you please hold on for 1–2 minutes while I check your order details? Is it alright if I take a couple of minutes to review your order? May I ask you to wait briefly—about 1–2 minutes—while I confirm your order?

REVIEW THE ORDER AND THANK THE CUSTOMER FOR PATIENTLY WAITING.

PROVIDE RESOLUTION

PROCESS COMPENSATION

SUMMARIZE

PROVIDE ADDITIONAL ASSISTANCE Again this is Princess and thank you for shopping with [BRAND NAME]. It's been a pleasure speaking with you today, have a wonderful day.