CUSTOMER SERVICE INQUIRY (CSI) (27)

Course Overview

1. Search for orders confidently using the best method for each situation.
2. Identify caller types and follow the correct verification steps.
3. Understand key screens like Messages, History, and CSI Summary
4. Create CSIs to resolve customer issues fast.
5. Deliver a good customer service experience that builds trust.

Customer Service Inquiry (CSI)

*A Customer Service Inquiry (CSI) is a record opened in ATLAS to document any customer interaction related to an order.

*When customers reach out with service-related questions or issues, opening a CSI ensures that every contact is captured and issues can be resolved efficiently.

*Always Open a CSI Any contact by phone, email, or chat from a customer, recipient, florist, or shipper requires a CSI. Documenting every interaction provides a complete history for the order and helps maintain consistent, accurate service.

Face of the Order

In order to proceed to the CSI, you will need to verify the caller's information. Verification is based on the caller type.

For example: For a customer, you will need to verify their name, the delivery date, and the recipient's name. For a recipient, you will need to verify their name and the delivery date.

Note: If the information does not verify, you may have accessed the wrong order. Return to the search results to find the correct order. We should not discuss any order details if the information does not match.

*A tracking number is a unique number assigned to a package once it enters the shipping process. This does not mean the order has shipped or been delivered.

*Customers can use the tracking number to monitor the package's progress.

*Clicking the tracking number will open the FedEx tracking page. For more information, review Article KA-03678

*Important: Tracking numbers are only available for GPT orders. The screenshot shown in this pop-out is an example of a GPT order with tracking. However, the order you see on this screen is an FPT order, and FPT orders do not have tracking numbers.

*Use the color indicators to check progress: Red = Not completed and Green = Completed

Caller Types

Identifying the caller type is important because it can change the resolution we offer.

Whether it’s a customer, a recipient, or even a florist, knowing who you’re speaking with helps guide the right next steps.

*CUSTOMER When the person who placed the order is contacting us via phone.

*RECIPIENT When the person intended to receive the order is contacting us via phone.

*FLORIST The shop asked to fulfill the order.

*VENDOR ONLY USED BY VENDOR RELATIONS.

*OUTPLACEMENT When you're working a MON issue.

*OTHER Any person who is not the name of the customer or recipient.

Contact Types

*TELEPHONIC When the person who placed the order is contacting you via phone. *MON This is for use by MON agents only, when they're opening a CSI. *THIRD PARTY When the person intended to receive the order is contacting you via phone. *OTHERS The shop asked to fulfill the order.

100% Confidentiality

All customer information is confidential. Confidentiality rules apply to all caller types customers, recipients, florists, or third parties.

If verification fails, do not share any information. Offer to contact the customer if needed.

Follow Article KA-01610 for verification steps before sharing any details, and never release information to the recipient.

Tracking an Order

Pay attention to the different statuses: The green color indicates what has already been completed. The red color indicates that it has not been completed yet.

FPT orders can be in the following statuses

Transferred by Bloomlink Successfully Transmitted Successfully Called Out In Bloomlink Transfer Qunе Hold Order

GPT orders can be in the following statuses

Confirmed Vendor Unread Vendor In Bloomlink Express Queue Hold Order

Lesson Summary Use Face of the Order & Message Types These help you check order status, florist/vendor details, and understand message codes like ASK, DLC, and REJ.

Always Open a CSI Any customer, recipient, florist, or shipper contact requires a CSI to document the interaction.

Watch out for alerts on the Face of the Order Alerts tell you when you cannot create a CSI, make changes, or issue compensation.

Review Order Notes Check order notes to understand previous actions, resolutions, and any refunds or adjustments.

               _HOW TO CREATE A CSI_

A CSI documents who reached out, why they reached out, and what was done. This record keeps everyone aligned and avoids duplicate work if the customer contacts us again.

Always open a CSI every time, for every contact. Customer, recipient, florist, or shipper it doesn’t matter.