OPENING
Thank you for calling 1800flowers.com. My name is Princess! How may I assist you today?
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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
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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?			
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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?
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REVIEW THE ORDER AND THANK THE CUSTOMER FOR PATIENTLY WAITING. 
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PROVIDE RESOLUTION
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PROCESS COMPENSATION
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SUMMARIZE
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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.