service call mock

BLAISE Thank you for calling (BRAND NAME), my name is [FIRST NAME]. How may I assist you today?

Level 1: Apology and Assurance Statement

"I'm glad to be here to assist you, and I apologize for not meeting your expectations with the delivery. Rest assured, I'm committed to resolving any concerns you may have."

I completely understand your frustration, and I’m truly sorry for the inconvenience you’ve experienced. This is certainly not the standard of service we aim to provide at 1-800-Flowers.com. I am here to resolve this for you

Note: If the customer is satisfied on Level 1 statement, proceed to RESOLVE

Level 2:

Empathy and Assurance Statement

"I am with you, I'm a fellow sender as well, I understand where you're coming from. My aim is to find the right resolution for you. Let me make it right."

Can I have the order number please?

Kindly hold for a moment or 2 while verifying your order.

Thank you so much for patiently waiting to confirm your concern (SAY THE PROBLEM) and it will be replace on (DATE) and say the (CONTACT INFO)

FIRST ATTEMPT

Redelivery and $20 Savings Pass

"It's unfair that (Recipient) did not receive anything from you, especially on this important occasion." I'll contact our local florist to get this arrangement delivered promptly to make up for the inconvenience. Additionally, I will send you an exclusive $20 dollars savings pass that entities you to better rates on our items. This is in addition to the redelivery that I will process. May I proceed with these arrangements?"

SECOND ATTEMPT

Full Credit and $20 Savings Pass

"I can see how important this is to you, and I completely understand. If I were in your position, I'd also request the same thing." Since you feel that you did not get what you ordered, I will be glad to issue a full refund for you amounting to $ "And because you're one of our most valued customers, I will still send a $20 savings pass to your email, which you may use in your next order. Please allow me to do this for you."

ENSURE

FIRST STEP

Testing of the Water - Apology Call "I am almost done. However, since I value your order experience too. I will reach out to (recipient's name) and apologize that your [surprise/gift/ arrangement) (was not delivered/delivered late/did not meet your expectations). Would that be, okay?"

Note: If the customer will agree arid with happy tone, proceed to THIRD STEP, IT NOT, proceed to SECOND STEP

SECOND STEP

Note: If Customer's Tone is Upset, Calm or Irate

Yes Mr./Mrs. Customer, I understand that you prefer for us not to call the recipient. However, I don't want to release this call knowing that you are still upset. Is there anything else that I can assist you with?

Note: If Yes allow the customer to provide their request. If the customer will request for additional compensation, seek approval from your supervisor. If No - proceed to ensuring statement.

THIRD STEP:

Ensuring Statement: "Have I addressed and resolved all of your concerns today?"

CLOSING SPIEL

Thank you for calling (BRAND NAME), again I am daniela. Have a nice day!