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How to Close an Interaction

it is very important that the customer understands the next steps once the interaction is completed. Let them know they will receive an email with their order Details.

All interactions end with a proper closing script.

Lesson Summary

VIP Customer call handling

Customers who order a minimum of 4 times in a 12-Month Period are considered VIP Customers

On Recipient/Product/card mesg. Screen, after filling out the customer information on the welcome screen a pop-up will appear showing some information about the customer .

Here shows where they are a Vip Customer, A passport member, their average sales and total number of orders.

Assisting Your Customer

Follow the tips below to make the call as effortless as possible, Please be sure that your tone and word choices are appropriate for the occasion and show how much we care.

{customer tells you they need to place a Sympathy order]

"I'm so sorry for your loss, ( this helps to establish an emotional connection with your customer). I can assist you with this important order today ( This conveys confidence that you will take special care of the order ).

Empathy Empathy is the Ability to emotionally understand what over people feel, see things from their point of view, and imagine yourself in their place.

The customer may be in shock and confused, and sometimes may be difficult. they may inadvertently be directing their sadness/anger towards you and anyone else they interact with throughout the day. Remember not to take it Personally. Treat each customer and order with care and respect, and use respectful sympathy terminology with your customer.

Use terms like : Service Casket Funeral Director Deceased

Don't use terms like : Coffin/Box Undertaker Dead

Script Vs. Empathy

Script Thank you for calling 1800 Flowers.com My name is maria how may i assist you today?

Great, Ill be happy to help you with that . have you ordered from us before?

Empathy Thank you for calling 1800Flowers.com My name is Maria. How may i assist you today?

Asking the right questions

Delivery Do you want the arrangement delivered to a funeral home or a family members home or office?

Product :

Did you already have a product in mind or may i help you shop today?

Special Instructions :

Can i have the date and time of the service

Card message :

How would you like your card message to read and how would you like it signed?

Additional Information :

Be Sure to confirm the contact information and try to get an alternate phone number ( Cell Or work ) or an email address in case the customer needs to be contacted.

if the customer does not know the service time, you should search on Legacy.com

Necessary information : Often customers are missing the following information which can lead to orders going into the queue, causing delivery issues.

Name of the Funeral Home : Address of the Funeral Home : Phone Number of the Funeral Home : Name of the Deceased : Viewing Time :

Prevent delivery issues by including complete and correct information on the order, Use legacy.com to find funeral home and service information before sending the order out

Ensuring delivery

Ensure all order information is Complete

Any information the customer does not have, such as address information, should be obtained while the customer is on the line.