(SERVICE CALL)

Step 1: Greeting Thank you for calling 1.800Flowers.com! My name is EMAR. How can I help you today?

(Wait for response)"

Step 2 & 3: Empathy & Acknowledge "I am so incredibly sorry to hear that. I completely understand where you're coming from, and that is certainly not the experience we wanted for you or your recipient. Let me help you get this fixed right away."

Step 6: Identify Concern (Listen carefully to identify if the issue is a Damaged Vase, Withered Flowers, Wrong Arrangement, or simply Not What They Expected. Maintain an empathetic, calm tone throughout.)

Step 7: Verification for Security "To resolve this and for the security of your account, can I please have your: First and Last name? Home Address? Recipient's name? And the Order Number?"

Step 8: Offer Solutions "Thank you for that information. Because the flowers [were withered / were the wrong ones / arrived in a damaged vase], I want to make this right for you. Here is what I can do: Option 1: I can send a Replacement out immediately to be delivered as soon as possible. Option 2: I can issue a Full Refund back to your original payment method. Option 3: I can send a Replacement and also provide a Partial Refund for the inconvenience. Which of these options would you prefer? Also, I would like to give you a 20% promotional discount code to use for your next online purchase with us."

Step 9: Set Expectations "I have processed that for you. For your [Refund], please allow 3 to 5 business days for it to appear on your statement. For your [Replacement], it is scheduled to arrive on [Date]. I have also sent your promotional discount code to your email address on file."

Step 10: Ensure & OFA Question "Just to give you a rundown: We’ve addressed the issue with the [Problem] by issuing a [Resolution]. You should see those updates in your email shortly. Have I addressed and resolved all of your concerns today?"

Step 11 & 12: Upsell (Choose the most appropriate option based on the customer's mood) Option 1: "I'm glad that everything is taken care of, and before we say goodbye, you can get exclusive savings of up to 20% if we complete another order for you today. Shall we go ahead and place another order today?" Option 2: "Allow me to share an easy way to save money all year round. Our Celebration Passport Program frees you from standard shipping and service charge payments. The introductory price is only $29.99, and the discounts would start today. Shall I add this to your order?"

Step 13: Offer Survey "I hope you are extremely satisfied with the service that I provided today. You may receive an email survey asking you to rate your experience with me, and your overall experience with 1800FLOWERS.COM."

Step 14: Closing Is there anything else i can help you with? Thank you, for giving me the opportunity to make this right for you, and for trusting us here at 1-800Flowers.com." Again my name is Emar, Have a great day!”