CHATS 12/9

SUP ID: 6982 (mam berns) SAVING SUP ID: 15247 SUP ID: 13626

email pssport 141900

Opening

Hello, Thank you for contacting 1-800-Flowers.com. My name is Angela and I will be happy to assist you. Please give me 1-2 minutes to review your chat with the virtual assistant.

Closing

I hope you are extremely satisfied with the service that I provided today. At the end of this chat, you will receive a survey link asking you to rate your experience with me, and your experience with 1-800Flowers.com. Please click the link you'll find at the bottom of this window when our chat ends. Thank you for chatting with 1-800Flowers.com and have a good day! If you need further assistance please feel free to reach out again.

Idle Scripts (5mins)

I haven't heard from you in a while, do you need more time?

(2mins)

Are you still with me? Looks like you may have stepped away. I am going to disconnect this session, but if you still need assistance please feel free to message us again. Thank you for reaching out to 1800flowers.com.

Is there anything else I can help you with?

Upon checking your order this order is from Harry and David I'll be happy to transfer you to the right Department

We're so sorry for what happened, To better assist you may I ask for your first and last name?

WORKING ON CHAT// THE CUSTOMER MESSAGED ASKING FOR REFUND//PROCESSED THE REFUND// ASSITED BY SUP ID: 6982// CLOSED CSI/

WORKING ON CHAT// THE CUSTOMER MESSAGED ASKING FOR a confirmation receipt//PROCESSED THE confirmation receipt// ASSITED BY SUP ID: 6982// CLOSED CSI//

Upon checking your order is already on process for delivery and changes and cancellation's are not possible at this time.

LEADER26

opening acknowledge verification

Thank you for calling 1800flowers.com My name is angela how may I help you?

I understand, Mr. XXXXX "Thank you for explaining that, Ma’am/Sir xx" "Thank you for explaining that clearly.” “I appreciate you sharing that with me.” “Got it, thanks for letting me know.”

Show Empathy (VERY IMPORTANT) Let them feel you understand their situation.

“I understand how frustrating that must be.” “I’m really sorry you experienced that.” “I can imagine how inconvenient that is.” “I understand why you’d feel that way.” “I’m really sorry this happened.” “That’s definitely not the experience we want for you.”

“No worries, I’ll explain it step by step.” “I’m glad you asked.”

“Thank you for letting me know, Mr. Xxx I understand how frustrating it is to see unexpected charges. Don’t worry, I’ll check this for you right now.”

Thank you for patiently waiting

“I appreciate your patience.” “Thank you for waiting, you’re doing great.” “I’ll personally handle this for you.” “You’re in the right place—I can help with that.” “I’ll stay with you until this is resolved.”

“Is there anything else I can help you with today?” “Thank you for giving me the chance to assist you.” “I truly appreciate your time today.”

“I understand how frustrating that must be, and I’m really sorry you had to call multiple times. I appreciate you staying with us, and I’ll make sure we get this sorted out today