Delivery Issue				
	Not received				
	Florist unable to deliver for whatever reason	Recipient not available	Incorrect information entered	Weather-related condition	DTW or business or residence cut off delivery time
					
					
					
					
	"I understand your concern and thank you for sharing your concerns this with me.

"				
					
					
	For me to properly address you, may I have your first name please?				
					
	May I also have your order number or the phone number that you used to place the order, the recipient's name and delivery date?				
					
					
	Option A (Customer not demanding anything -- follow hierarchy)		Option B (Customer demands a specific solution either FC or redelivery)		
					
					
	Let me make things right for you by having a nice arrangement redelivered to the recipient (if the original arrangement is no longer available, offer florist choice of the same value)		I understand. Let me make things right for you by processing the full refund back to your account. (process what the customer requested)		
					
					
					
	I was able to process your request for __________.				
					
	And since we wanted to have another chance with you, allow me to give you a $15 savings pass that you can use towards your next purchase with us.				
					
					
	"If customer said YES:
 I was able to complete the _______________. Will it be okay if I'll call the recipient to apologize as we were not able to deliver the gift?"		"If customer said NO:
 I understand _______________. Will it be okay if I'll call the recipient to apologize as we were not able to deliver the gift?"		
					
					
					
					
	"I understand. I will not be calling ________. However, I don't want to end this call knowing that you still have concerns. Is there anything else I can do to make this right for you? 
 (Wait for the customer's response)"				
					
					
	"If customer is doubtful or asked for specific request:
 
 Doubtful:
 As I've said I want to make this right for you so let me process the refund of the shipping fee back to your account.
 
 Specific Request (Extra compensation dictated by the customer)
 I'll process it for you."		"If customer said NO:
 proceed to the script below"		
					
					
					
					
					
					
					
					
	will you give me a moment to process this?		So I processed ________ (recap all the compensations given). (Wait for the customer's response)		
					
					
	So I processed ________ (recap all the compensations given). (Wait for the customer's response)				
					
					
					
					
	Script A: “Because your experience as a customer is important to all of us here at 1800Flowers.com, I would like to ask if I have resolved your concern to your satisfaction?”				
					
					
					
	"Script B: “It’s really importantto me that I have solved your concern today.Have
  I done that for you while I have you on the phone?”"				
					
					
					
	CLOSING SPIEL				
	Thank you, for giving me the opportunity to make this right for you, and for trusting us here at xxx. Again, this is Mary, and have a great day/night