Welcome to 1800GREETINGSFlowers.com, My name is Jamil. How may I help you today? I understand that you want to place an order for______, Rest assured that I'll do my best to help you with that Also (OCCASION)___ IF THE CUSTOMER DIDN'T SAY THE OCCASION May I know what is the occasion you're using it for? May I have your First: and Last Name: Thank you, And your phone number and zip code please Alright, May i know who will be receiving this gift? May i know his/her First: and Last Name: Thank you, May i have her/his zip code to check the availability? May i also have his/her street address? how about his/her phone number? Thank you, can I also have his/her Email Address? Do you have any arrangement in your mind? SEARCH FOR THE PRODUCT FLORAL EMBRACE-191167 FLORAL EMBRACE WITH BIRTHDAY LED-212890 When do you want it to be delivered? Do you want to say something to him/her to put in our card message? do you want to add a PLUSHY BEAR MYLAR BALLOON? SWEET BOX CHOCOLATES ORDER TOTAL PAYMENT INFORMATION ORDER TYPE Phone Number ASKING FOR PROMOTION Say first the 10% Promotion Since you want to know about our promotion. We want to let you know about our Celebrations Passport program. For only $19.99 you can receive free standard shipping, not only on today's order but on all of your orders for the entire year. This is a great way to make sending gifts throughout the year a little easier. Credit card Number Expire Asked if he/she are the cardholder Street Address Email Address I'M DONE PROCESSING YOUR ORDER AND YOU WILL RECEIVE AN EMAIL ABOUT YOUR PURCHASE. ORDER NO# Have I addressed all of your concerns? Aside from your concern is there anything I can help you with? (if none) I'm glad that everything has been taken care of, Thank you for doing business with 1800Flowers.com. Again, My name is (your name). Have a great day! -------------------------------------------------------------------------------------------- FOR ISSUES GREETINGS Welcome to 1800Flowers.com, My name is Jamil. How may I help you today? I understand that you are (CONCERN), Rest assured that I'll help you with that. Before we proceed can i please get your Order Number# Upon checking our data (Clarify all of the Information) ORDER CHANGE/CHANGE DELIVERY DATE CSI Hi thank you for calling 1800flowers.com. This is Charles. How can I help you? No worries. I understand that ___. I'm willing to assist you To better assist you, May I have your order number please? Thank you for the information. Please give me a min to check your account. Thank you for patiently waiting. I'm done pulling up your account. For verification, your fullname is__, your address is __, the recipient name and address. Thank you for verifying that for me. Since your account is already verified, Since that I already pullup your account and it seems to be delivered on dec 9 and you mentioned that you want it to moved on dec 10 because the recipient is not home. May I ask if I put this call on hold for a min or two to check your order requested is available. Thank you for your patience. Upon checking here, your order is out on track to be delivered today. any changes and cancellation is not possible this time. however, we can send message to our shop to provide your request to be delivered on the following days then the florist will take handle on your order. Would that be okay? Thank you. Please give me a min or two. Thank you for holding. I already sent a message to our shop and this is already been submitted to our florist. Is there anything I can assist you with today? Have I addressed and resolved all of your concerns today? Thank you for doing business with 1800flowers.com. Again, my name is Charles. Have a great day! ORDER NOTES -- CUSTOMER CALL AND HE WANTS TO MODIFY THE DELIVERY DATE BECAUSE THE RECIPIENT IS NOT HOME ON THE DELIVERY THAT WAS SCHEDULED. THE CUSTOMER WANTS TO MOVE THE DELIVERY ON THE FOLLOWING DAYS. CUSTOMER PROVIDE INFORMATION AND IN MY END, UPON CHECKING HERE THE DELIVERY WILL BE TODAY AND THIS IS ALREADY ON TRANSIT OUT ON TRACK. EDUCATED THE CUSTOMER ABOUT THE DELIVERY THAT ANY CHANGES OR CANCELLATION IS NOT POSSIBLE THIS TIME. HOWEVER, WE CAN SEND MESSAGE TO THE FLORIST TO DELIVER ON THE FOLLOWING DAYS. INFORM THE CUSTOMER THAT TO ASSURE THAT THE MESSAGE WAS ALREADY SUBMITTED. CUSTOMER APPROVED AND EXPRESSED HIS GRATITUDE TO THANKS FOR THE ASSISSTANCE PROVIDED. CSI CLOSED FOR LATE DELIVERY I'm sorry for the inconvenience that it has brought to you upon checking receipient time zone it pass 8pm so in my end i do apologize for the inconvenience that your order may not delivered for today May i ask if we can do redelivery at no additional cost with $15 savings pass if that's okay and it will be scheduled delivered for tomorrow i already process your redelivery at no additional cost with 15 savings pass for that inconvenience has cause you This is your new order # And you will receive an email about your redelivery and about the $15 savings pass you will receive it wihin this week ORDER NOTE FOR BROKEN CUSTOMER CALL CLAIMING THAT THE VASE WAS BROKEN AS PER CHECKING HERE THE DELIVERY DATE WILL BE TODAY CUSTOMER PROVIDED INFORMATION APOLOGIZE TO CUSTOMER AND OFFERED REDELIVERY AT NO ADDTIONAL CHARGE WITH $15 SAVINGS PASS THEN THE CUSTOMER AGREED TO WHAT I PROVIDED THEN PROCESS FOR REPLACEMENT AND EDUCATE THE CUSTOMER THAT THE DELIVERY WILL BE TOMORROW. ------------------------------------------------------------------------------------------------ PT- FLORAL PRODUCT TIME SYMPATHY Assisting Your Customer Follow the tips below to make the call as effortless for the customer as possible. Please be sure that your tone and word choices are appropriate for the occasion and show how much we care. On the Welcome Screen: “Thank you for calling [BRAND]. My name is [YOUR NAME]. How may I assist you today?” [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.)” Other things to consider as the call begins: Each customer is unique. They may want to tell you about the person that they lost or how all of this has made them feel. Letting them express themselves is a big part of meeting their needs and they should not be cut short. Empathy Use terms like Empathy is the ability to emotionally understand what other 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. service casket Funeral Director Deceased Don't use terms like coffin/box undertaker dead Legacy.com- to find funeral homes and services Ensuring Delivery Ensure all order information is complete on the face of the order. Any information the customer does not have, such as address information, should be obtained while the customer is on the line. The florist is typically open during the business hours of 9:00 AM to 5:00 PM. More time is needed to design & deliver funeral orders due to the extra care involved in fulfilling these sensitive orders. For larger arrangements, like sprays, at least 3 business hours lead time is needed to fulfill orders. Sometimes we don't have the time required between the call and the service, and we know it may be difficult for the florist to get the order there in time. While we cannot guarantee delivery by viewing time, following these guidelines will help us make our best effort. Sympathy Lead Times 3 business hours are necessary from the time the customer calls to the delivery time requested. International Delivery: At a minimum, a 2-day lead time is required. If the customer is calling for an international delivery for tomorrow or the next day, it's not possible. Suggest something to the family's home instead for a later date. Funeral Home/Church/Synagogue: If the required lead time is not possible, suggest delivery to the home instead. FUNERAL HOME-Arrangements sent to a funeral home are sent to the deceased so when reading the script you will need to alter it slightly and ask, “May I have the name of the deceased (not the recipient) please?” Example If John Smith died, the flowers would be sent to John Smith, Any Town Funeral Home, Any Town, USA. RESIDENCE-Arrangements sent to the home would be sent to a family member of the deceased. “May I have the name of the family member you would like to send this to?” Example Barbara Smith, 123 Street, Any Town USA BUSINESS-Arrangements sent to a business would be sent to a family member of the deceased. Example Michael Smith, ACME Company, LTD., 123 Street, Any Town, USA ATLAS SALES Atlas Brands Sales Practice Orders 18F Anniversary with an Add On • The customer would like to send 2 dozen Ultimate Elegance Premium Long Stem Red Roses and 3 I Love You Mylar Balloons to his wife for their 10th Anniversary next Friday. • Product Base Code 161777 • Addon Code: 2070LV • Customer Details : Jim Halpert Address: 5 6th Ave Franklin Square, NY 11010 Phone: 516-726-7177 • Recipient Details: Pam Halpert Address: 5 6th Ave Franklin Square, NY 11010 Phone: 516-726-7178 • Card Message: You are my dream come true! Happy 10th Anniversary! All my love, Jim • Credit card: 4+(15 1’s) Select any future date for expiration date Cheryl’s Just Because Multiple Recipients • Product Code: 268891 • Delivery Date: One week from today (weekday only) • Customer: George Banks 24 Maple Drive San Marino CA 91108 • Recipient 1: Annie Banks Mackenzie 1932 N Burling St Chicago IL 60614 773-999-7777 • Recipient 2: Matty Banks 17 Main St Beverly Hills, CA 90210 • Recipient 3: Megan Banks 843 South El Molino Ave Pasadena CA 91106 • Card Message: Thinking of you all. Happy Spring! Love, Dad • Credit card: 4+(15 1’s) Select any future date for expiration date 18F International Order • Choose your own Occasion. • Customer Details: Diana Martin 12 E 12 ST Erie PA 16509 814-390-4545 • Recipient Details: Katherine George 87-135 Brompton RD London SW1X 7XL UNI PH # + 44 020 7730 1234 • Product: 166909 • Card Message: Create your own card message using suggestions based on Occasion • Credit Card: 4+(15 1’s) Select any future date for expiration date 18F Sympathy Order • Customer Details: Joanna Miller 29 Cherry St Erie PA 16509 814-236-1010 • Recipient Details: Warren Jones- Smith-Corcoran Chicago Funeral Home 6150 N Cicero Ave Chicago IL 60646 773-736-3833 • Product: 148713 • Delivery Date: Next Wednesday • Card Message: Use Card Suggestions- Healing Wishes for you and your Family Joanna Miller Special Instructions: Viewing times 1pm-3pm, 5pm-8pm on Wednesday, Service @ 9:00am on Thursday • Credit card: 4+(15 1’s) Select any future date for expiration date Create Your Own • Customer details: Rebecca Wilkins 9275 Clifton Way Beverly Hills, CA 90210 PH: 310- 716-5502 • Recipient: Violet Spencer 306 E Main St Pataskala OH 43062 740-212-9993 • Passport Product # 279551 • If Atlas allows, select 4 separate flavors at a quantity of 3 each. • Delivery Date: Next Tuesday • Card Message: Thank you for your kindness and support. Love, Rebecca • Credit card: 4+(15 1’s) Select any future date for expiration date TPF Congratulations w Passport and Wrap-up • Customer Details: Carol Withers 5058 Avalon Ave Columbus OH 43229 • Recipient Details: Stephanie Withers 10 Enterprise Dr Suite 500 Columbus OH 43229 614 899 2323 • Product 1: P228030 • Product 2: TPF Passport • Delivery Date: Any future date within next two weeks • Card Message: Congratulations on your promotion! Love, Mom & Dad Place Wrap Up Order and send to Customer for delivery next month • Credit card: 4+(15 1’s) Select any future date for expiration date TPF Multiple Occasion and Multiple Card Message • Customer details: Dean Forester 329 W James St Hartford CT 06101 (860) 757-9311 • Product for all orders: P08030 • Recipient # 1: Rory Gilmore 100 W 49TH ST NY NY 10020 860-757-9021 • Card Message: Happy Birthday, Rory! Love, Uncle Dean • Recipient #2 Madison Johnson 130 Maple Ave Boston MA 02108 PH:617 857 3301 • Card Message # 2: Hope you are feeling better. Dean • Recipient # 3 John Roberts 47 W 13st NY, NY 10001 212-555-0001 • Thank you for all that you do! Dean • Credit card: 4+(15 1’s) Select any future date for expiration date ---------------------------------------------------------------------------------------- CELEBRATION PASSPORT.Course Overview 1.Understand the purpose, benefits, rules, and restrictions of Celebrations Passport. 2.Explain how customers can sign up for Passport, including via the app. 3.Identify situations where offering Passport adds value and know when to avoid offering it. RETIRED POINTS AND TIER PROGRAM Article KA-01493 Why Pitch Passport? Your role is to Confidently offer Passport when appropriate Highlight membership benefits to the customer Identify opportunities during the order to present Celebrations Passport ------------------------------------------------------------------------------------------ QUALITY ASSURANCE Want to know more? See KA-03693 for a more detailed breakdown on CSAT scores and customer satisfaction measures. ----------------------------------------------------------------------------------------------