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Select External and dial 800-822-5552, then select Call. Enter 52520#, then follow prompts: Press 1 for Spanish Press 2 for all other languages
HOLDS
- Order is on hold once it has a padlock
Callback Greeting Hello, this is Rose returning your call from Harry and David as requested. Before we begin, please note that this call may be recorded for quality assurance purposes. How can I assist you today?
Looping - Repeating the same mistake how you will recover with the order. You have to recover.
Placing a Web Order Place the order as a guest. The customer must have a valid email address. Continue assisting the customer through the web order process. If the customer does not have a valid email address: Apologize and ask them to call back when CCS2 is available.
During a System down order Gift Lists cannot be processed. Passport benefits may not appear during checkout. Some coupons may not apply during checkout. Any required adjustments are completed after the system is restored.
Effective Communication Supporting our Make It Right Approach
People will forget what you did, but they will remember how you made them feel.
Always have a mirror in your desktop so you can see you smile
feel heard emotions run high let them know their in good hands it begins in listening Ask clarify just to make sure I can hear how it is important to you let make this right
How we came make them feel valued celebrations still mattered
Care build trusts
Your tone sets the mood
some customer is disappointed start in acknowledging the concerns
I want to help you but I need this to be respectful to find the best resolution.
Be more empathetic emotional connection build connection always mention the make it right
- I'm really sorry this happened I can hear how important this tradition is for you especially in your fathers birthday, lets take a look what happend and make this right for you.
I am so sorry for this experience. Hearing how significant this tradition is for your family—especially for your father's birthday—makes me want to get this sorted out for you right away. Let's figure out what happened and fix it." you can set the bounderies
Focus on connection first, not just resolution.
Use clear, positive words and tone help the customer feel heard and supported.
Assurance , make it right