Flow of a Call The End of a Call The Beginning of a Call The Middle of a Call The Beginning of a Call Start every call by greeting the customer, thanking them for calling, introducing yourself with the brand, and offering your friendly, professional help. THANK YOU FOR CALLING (brand)! MY NAME IS (name). HOW MAY I ASSIST U TODAY? Branding the Greeting Branding your greeting accurately is crucial because it sets the tone for the entire interaction. It's important because it helps us be consistent and make customers feel good about our company. Be sure to proactively check for the brand when receiving a new interaction. Use the Work Item Notification window in Dynamics to know how to brand your greeting. The queue will show u which brand u should use in ur greeting. in this ex. it shows 18F - 109 Symoathy Sales. u would use 1-800 Flowers.com in ur greeting. THE FIVE EXAMPLE OF FLORAL BRAND Shari's berries, fruit bouquet, 1800flowers.com, 1800 basket.com, simply chclt it's organized by the ocassion. PRODUCTS THAT AREN'T DIVIDED Cheryl's cookies, the popcorn factory SEARCHING FOR CUSTOMERS ACCOUNT On the Welcome Screen, you can search for the customer's account using their first and last name and telephone number. By searching for the account on the Welcome Screen, it makes it possible to automatically fill in certain fields on the remaining screens of the order. STEPS!STEPS!STEPS! Press [Tab] on your keyboard to reach the Customer First Name field. Enter the customer’s first name. Press [Tab] on your keyboard to reach the Last Name field. Enter the customer’s last name. Press [Tab] on your keyboard to bring up the Customer Details screen. The Customer Details page will bring up all the accounts associated with the customer information you entered on the Welcome Screen. SEARCHING FOR A CUSTOMER'S ACC FROM A CATALOG When selecting CCO or TPF from the brand dropdown, a field will populate to enter their account number. The customer account number can be found on the catalog cover above the customer's name and address. If they don't have a catalog or you are entering the customer as new, enter their first and last name, phone number, and zip code. Then click Next Screen to proceed. ENTERING A ZIP CODE / POSTAL CODE INFORMATION- KA 01000 There are different requirements for completing city, state, and zip code fields in ATLAS based on whether the destination is in the USA, Canada, or another country. USA - zip code is provided by the customer. enter 5 numbers (no spaces). if the customers does not have a the zip code, enter the city and state and select the first zip code. CANADA - zip code is provided by the customers. enter 6 characters (letters and numbers and a space between them) customers may call it a post code by enter it into the zip code field. INTERNATIONAL - zip code must be field be left blank. in the state field, always enter OS. it stands for overseas. select a country code from the pop-up list in ATLAS. the country must match the address. entering the wrong country can stop the order from being delivered. phone numbers always need to be included for international orders. please check with the customer on the phone number format. Zip Code Cutoff - Article KA-01934 The Zip Code Cutoff is a warning in ATLAS that lets you know when florist-delivered (FPT) products may not be available for delivery to a recipient’s zip code. This happens most often around busy holidays. The Middle of a Call This is the core of the interaction where you will focus on adding the recipients and products, capture delivery dates, enter card messages and enter promotion codes. How to Use Key Spelling Repeat the information customers give you one letter or number at a time using the phonetic alphabet. Repeat credit card numbers 4 digits at a time. Verify item numbers and names clearly and accurately. ALPHA> Thankyou for calling 1800.flowers.com. this is Abby how may i assist u today?Goodmorning Carl, let me introduce to u our products it is the KALEIDOSCOPE ROSE when using ATLAS we can apply 5 mores orders over the phone. Entering Military Addresses 1-800-Flowers.com does not deliver to military installations due to perishable items and base security policies. Customers wanting to send gifts to someone in the military can be directed to Cheryl’s or The Popcorn Factory, which deliver to APO/FPO addresses. ADDRESS VERIFICATION You may see a pop-up after you have filled out the Recipient/Product/Card Mesg. Screen that will attempt to verify that the recipient address you entered is correct and valid. Find the Perfect Gift Understanding what the customer wants is key to helping them find the perfect gift. Asking the right questions early ensures you recommend something they’ll love. Key Points Open the conversation naturally: “Can you tell me what you’re interested in sending today?” Use active listening to understand occasion, recipient, and preferences. Probe gently if needed: “Are you thinking more flowers, a gift basket, or something else?" How to Access [F11] The [F11] function in ATLAS is your tool for finding the right product for any occasion. Use it to search by occasion, price, or other filters like brand, product type, or recipe. This is how you’ll search for products for the Floral Five brands — but not for Cheryl's Cookies or The Popcorn Factory. Selecting Products from a Gift List A gift list is the private list of all the gifts that the customer has sent out in the past as well as the names and addresses of their recipients. Gift lists are only used for Cheryl's Cookies and The Popcorn Factory. The Gift List Screen may not pop up for every customer, because it will only be available for previous customers and only available during certain times of the year (Thanksgiving, Christmas).​ Adding a Card Message ATLAS includes preset card messages you can suggest to customers for every occasion. If the customer wants to write their own message, there are a few important rules to follow to make sure it prints correctly. Message Limits & Rules: FPT orders: up to 5 lines GPT orders: up to 3 lines Messages are about the size of a business card ATLAS lets you type more, but anything over the limit will be cut off No profanity or vulgar words — the local florist may reject the order if included No emojis — only text-based emoticons are allowed (created with punctuation, letters, and numbers) Promotion Codes Customers can receive promotional offers from emails or on the website. DO NOT Offer promotions proactively. Share the promotion code name with the customer. Give free shipping or service fee discounts. How to Apply and Search for a Promotion Code Promotions You Can Offer by Phone Customers can only be offered two promotions by phone—Save the Sale or Multiple Sale Offer. Use these promotions only when appropriate, and if a Save the Sale code is needed, contact your manager. Promotion When NOT to Use When to Use Chose an expedited shipping method. When you ask the customer if they have a promotion code and offer one if they don’t. When applying a promo code unsolicited, before giving the total, to “soften” the sale. Customer doesn’t want to make a purchase because of cost. Customer wants to order later after searching for a discount code. Customer wants to cancel their order after hearing the order total after service fee or tax, stating they can’t afford it. Save the Sale MULTIPLE SALE OFFER - Offer the wrap-up script AFTER the customer has ordered everything. Before the customer has finished ordering their gifts. THANKYOU FOR PROVIDING ME YOUR INFORMATION. CAN I HOLD ON FOR A MINUTES SIR thankyou for calling 1800 flowers.com this is Abby how may i assist u today? may i ask your full name? together with your phone number and zip code? may i have your address sir? can i have your/her/he phone number? if u have a all the details u also offering or endorse the product it will be PRODUCT NAME, it will cost PRICE "[CUSTOMER NAME], your order is complete, and you’ll receive an order confirmation email shortly with all the details.” "Is there anything else I can help you with? Thank you again for your business with [BRAND NAME]. Have a good day/night." it was a pleassure for assisting u today, thank you, have a great day! Lesson Summary The beginning of the call focuses on greeting the customer warmly and properly branding the call. It's important to gather essential details, like what occasion the customer is shopping for. The end of the call is when payment is processed and you provide the customer with next steps. The middle of the call is when you add recipients and products including delivery dates and card messages. Use active listening skills to recommend the best gift options to customers. ocassion,first and last name, phone number, recipients name and also the recipients zip code. GEOCELL ITEM IS COMES FROM STRUCTURES FROM THE SOIL LIKE FLOWERS VIP & Sympathy Orders 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 whether they are a VIP customer, a Passport member, their average sales and total number of orders. The Role of Sympathy Flowers - KA 003645 SYMBOLIC EXPRESSION - flowers have been used for centuries to convey emotions. they symbolie love, respect and remembrance. by sending sympathy flowers, we express our feelings when words fall short. SUPPORT AND COMPASSION - sending fowers shows that we care and stand by the bereaved. its a tangible way to offer support during their difficult journey of grief. flowers remind them they are not alone in their pain. COMFORT AND BEAUTY - fresh blooms bring beauty and comfort to somber environments. they provide a sense of solace and warmth. the visual appeal of flowers uplifts spirits during challenging times. 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 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. 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. USE TERMS LIKE: service,casket,Funeral Director,Deceased DONT USE TERMS LIKE coffin/bos, undertaker,dead SCRIPT "Thank you for calling 1-800-Flowers.com. My name is Maria. How may I assist you today?" "Great, I'll be happy to help you with that. Have you ordered from us before?" EMPATHY "Thank you for calling 1-800-Flowers.com. My name is Maria. How may I assist you today?" "I am so sorry to hear that. I'd be happy to help you get started choosing your arrangement. May I have your name, the name of the deceased, and the zip code, please?" Asking the Right Questions: Delivery; "Do you want the arrangement delivered to a funeral home or a family member's 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 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. Sympathy Tips: Always select the appropriate location type. 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 Lesson Summary Do not transfer VIP customers to the VIP priority team. Do not tell customers they are VIP customers. Sympathy orders need complete details to prevent delivery issues and ensure proper handling. Sympathy orders require at least 3 business hours from the time the customer calls to the requested delivery time to allow for proper handling and fulfillment. For funeral home deliveries, request the name of the deceased rather than the recipient to ensure accurate order details. For sympathy orders, use sensitive language and reassure the customer their order will be handled with care. International sympathy orders require a minimum 2-day lead time from the time of the customer’s call to the requested delivery date FOR 90 DAYS ORDER OR FOR PASS 90 DAYS WE DONT HAVE ACCESS ON THAT ORDERS THAT IS TRANSFER TO OUR EXECUTIVE DEPARTMENT WHEN THE CUSTOMER IS ORDER FOR PASSED 90 DAYS, U WILL TELL THEM THAT HER ORDER NUMBER IS CANNOT ACCESS. U WILL GOING TO INFORM THE CUSTOMER THAT U WILL TRANSFER THEIR ORDER TO EXECUTIVE DEPARTMENT BECAUSE U HAVE A LIMITED ACCESS. Celebrations Passport; Introduction to Celebrations Passport Purpose & Value Celebrations Passport® is an annual membership that offers free standard shipping and no service charges on eligible gifts across the 1-800-Flowers.com Family of Brands—plus exclusive member offers and seasonal surprises throughout the year. Members can enjoy Passport benefits for these brands. 1800 FLOWERS.COM, HARRY & DAVID, TPF, SHARI'S BERRIES, CHERYL'S COOKIES, 1800 BASKET.COM, SIMPLY CHOCOLATE,FRUIT BOUQUET,WOLFERS'S MAN BAKERY,VITAL CHOICE (wild seafood &organics), THINGS REMEMBERED (your gifts made personal), PERSONALIZATION MALL. Rules & Restrictions EX OR NOT Passport benefits cannot be applied to orders that have already been placed. Passport is not available for business accounts, company use, or customers in Canada or other countries. Do not offer Passport to customers placing business-related orders. Passport benefits cannot be combined with airline promotions. The website will block any airline miles coupon codes from being applied to an order with Passport benefits. CAN OR RIGHT: Can be used on sale priced items, all clubs and subscriptions, and can be used in combination with promotion codes and employee discounts. Customers must provide a valid email address to enroll in Celebrations Passport®. Customers must be signed-in as a registered member of the Passport Program to utilize the benefits on web orders. Customers can enroll in the Passport Program online or on a phone order and will automatically renew each year unless auto-renewal is turned off. Member Benefits: Exclusive Member Discounts Free Standard Shipping Automatic Benefits No Minimum Order Size Easy Account Management One Low Price for 12 Months How Customers Sign Up; Customers can join anytime while shopping: On the Product Page, Enrollment Page, or at Checkout Through the mobile app By calling YOU, our Customer Care team Customers must have a valid email to enroll If they don’t have an account, one is created automatically. They’ll get a welcome email with: How to sign in How to reset their password How to start using their benefits and perks Terms & Conditions You MUST read the Terms & Conditions VERBATIM after every Celebrations Passport membership acceptance. Celebrations Passport ® Membership Program Terms and Conditions This is a legal requirement for every phone enrollment Celebrations Passport App The Celebrations Passport App provides our customers with a multi-branded shopping experience. General Information: Subscriptions are not supported on the app, however wine gifts and some clubs are available at limited capacity at this time. ​​​​Currently customers will be unable to personalize popcorn tins and Personalization Mall products through the app. Customers will not be able to use site specific promo codes at this time. You do not have to be a Celebrations Passport Member to use the app. Celebrations Passport Members will have to sign into the app using their membership in order to receive free standard shipping. Retired Points and Tier Program The Celebrations Passport® Points and Tier Program was retired on June 25, 2025. Customers may contact you with questions about the change. Refer to Article KA-01493 for FAQs and step-by-step guidance on handling these inquiries. Lesson Summary Celebrations Passport gives customers free standard shipping, no service fees on florist deliveries, and extra perks to make shopping easier and more rewarding. Celebrations Passport benefits can’t be used on past orders, business accounts, Canadian or international orders, airline promotions, or when buying with a gift card. Program benefits include free standard shipping, no service charges, no minimums, members-only discounts, one price for 12 months, and immediate use after sign-up. Customers can join online (product page, checkout, enrollment page, mobile app) or by calling our Customer Care team. How to Pitch Celebrations Passport Pitching Celebrations Passport Review these common customer situations and see how you can naturally introduce Passport. SHIPPING COSTS< USING A PROMOTION CODE