Quality Assurance is monitoring and evaluating customer interactions to ensure consistency, compliance, and alignment with company goals. This improves customer satisfaction and our overall performance. To do this, we use a combination of results from external customer surveys and internal agent evaluations. The 1-800-Flowers.com Family of Brands strives to provide amazing customer service. We closely monitor performance to ensure we're doing that - and learn how to make corrections if we're not. ________________________________________________ _CSAT Surveys_ In order to improve customer experience, we must effectively measure our interactions with customers. To gauge customer experience, it's important to know: What metrics inform us about customer experience? How do we measure these metrics? What helps us improve on the results? Customer Satisfaction Score (CSAT) Surveys are used to monitor and measure our performance not only as agents, but also as a brand. We survey our customers for feedback to determine how we are doing as a company. CSAT surveys help us understand how customers feel, and how we are doing in meeting their needs. What does this survey look like? (KA-03559) ________________________________________________ _Net Promoter Score_ On a CSAT survey, Net Promoter Score is the first thing we ask for. It tells us how likely it is that the customer will recommend us to a friend. Do they encourage others to use our products, services, or company? NPS is measured from 0 (Not at all likely), to 10 (Extremely likely). It reflects the entire customer experience, from their first moments browsing our website to the resolution of any customer service issues after delivery - and everything in between.​ That includes us! ________________________________________________ _Satisfaction Breakdown_ Satisfaction is measured by the next two questions. We ask the customer to rate whether they are Satisfied, Dissatisfied, or Neutral with the overall service, and also, with their specific agent. Great service is more than just one thing! The customer's complete experience ties directly into how they feel about the service provided by us, the agents. ________________________________________________ _Delivering Excellence_ Each of us can make a positive impact on all of these metrics, by: Showing consistency through every interaction, and Offering quick, efficient, professional service Keep this in mind as you continue to serve our customers and deliver smiles. ________________________________________________ _Agent Audits_ Our total performance is rated on more than just CSAT scores. We also audit interactions. Audit scores highlight your strengths, and also reveal areas where you can do even better. Quality: the Quality Goal focuses on audit results. Compliance: the Compliance goal broadly evaluates agent adherence to our processes and procedures. The Enterprise Monitoring Guide is available in the Knowledge Articles as KA-03500. Favorite this one and review it regularly, to ensure you're in touch with the latest requirements, goals, and best practices! ________________________________________________ 1 MAIN CATEGORIES Over-All Description and Expectations Opening/Greeting This section is key to "establishing a connection" with the customer, and includes the required steps to begin the interaction, greet the caller, and set the tone of the call in a professional and courteous manner. 2 Listening Skills Covers active listening skills required to assist the customer effectively. This requires comprehension, minimal distraction, and avoidance from formulating an opinion prior to obtaining the customer's complete inquiry. 3 Soft Skills/Emotional Connection This section is key towards building a rapport with the caller and establishing an emotional connection. These are the attributes which enable you to interact effectively and harmoniously with the caller. 4 Interaction Handling Skills This section provides tips on how to manage the call in an effort to provide Excellence plus service in regards to time and completion. 5 Assessment/Resolution Skills This section encompasses adherence to guidelines and the problem resolution skills required to determine and resolve the customer's inquiry effectively. 6 Cross Sale/Revenue Items This section supports Average order value, multiple sales and add-on's. It is an opportunity to assess the customer's gifting needs and provide them with additional products/and or services to meet their needs. 7 System Requirements/Technical Skills This section encompasses the technical skill and integrity of the agent by adherence to policy/procedure via accurate system processing. 8 Close of Call This section wraps up the call. _______________________________________________________________ Opening/Greeting Use Standard Greeting (5) Capture all verification information (6) Thank the customer for validating/providing the verification information. (3) Listening Skills Avoid unnecessary repetition (3) Avoid Interrupting the Caller (3) Clarify caller issue (reiterate inquiry for understanding) (3) Soft Skills/Emotional Connection Use appropriate celebratory/empathy statements (5) Appropriate Tone of Voice (3) Appropriate Pacing (4) Proper Clarity of Speech (4) Call Handling Skills Take Ownership (4) Utilization of Proper Hold Technique (4) Overcoming Caller Objections (3) ________________________________________________________________ _a) Use Standard Greeting_ A standard greeting should include branding of the company, your name, and offer assistance to the caller. Please ensure that you utilize the standard greeting that pertains to the conversation type being handled. (As long as an appropriate greeting is given within set parameters, the points outlined in our audit form will be earned). Voice conversations should be opened appropriately. Emails/Chats: contain the standard greeting. Subject lines should linclude the order number. MON/CMON: Any messages sent to the florist should include appropriate greetings. Social: For initial interactions, agent used the appropriate initial response template. Chat: Hello! Thank you for contacting 1-800-Flowers.com. My name is Kim and I will be happy to assist you. Please give me 1-2 Iminutes to coniqueur chat with the virtual arcistant Sales/Service: "Thank you for calling [1800Flowers.com, Harry & David, Cheryl's Cookies, The Popcorn Factory, etc.]. My name is [Name]. How may I assist you today?" "Thank you for calling [1800Flowers.com, Cheryl's Cookies, The Popcorn Factory, etc.]. My name is [Name] I see that you are calling to place an order today. Is that correct?" MON/CMON: Messages should begin, "Hello [Florist Name]" or "Hello" Alice Table Email: Hi/Hello (customers name) 1-800-flowers.com/TPF Email: Dear (customers name) Social Media: "Hello Order Support (outbound): "Hello my name is . I'm calling regarding an order placed with on . May I please kpeak with Mr Ms customers2" ____________________________________________________________