Delivery Delays

Delivery Delays

1.Review the Situation -A florist may request to deliver the order the next day instead of the original date. -Customers expect timely delivery, so we must communicate and confirm before approving any change. -Never change a sympathy order to a vendor item to accommodate a delay.

2.Customer Contact Process Always follow this contact order to resolve the issue on the first touch: -Call the customer using the primary number on the order. -If no answer, call the alternate number (if listed). -If still unsuccessful, email the customer if you are email-trained. -If you are not email-trained, notify your supervisor so an email can be sent on your behalf.

If the customer approves the delay: -Call the recipient to let them know about the new delivery date. -Process an Order Change CSI to update the delivery date in ATLAS. -Leave detailed order notes summarizing the conversation. -Close the CSI.

If the customer declines the delay: -Apologize sincerely and process a Cancel CSI. -Document the interaction clearly. -Offer to read the card message if appropriate (for customer care).