RICCH SERVICE

STEP 1 Thank you for calling Harry and David, my name is _____. May I help you with an order? (wait for the customer to respond)"

STEP 2 I'll be more than happy to assist you with your concern.

STEP 6 To confirm my understanding, your concern is about....

STEP 7 SERVICE CALL.

STEP 8 I am so incredibly sorry that this has been such a frustrating and disappointing experience for you. I completely understand why you are upset, and your feelings are entirely justified. Let's work together right now to find a fair solution.

STEP 9 We are genuinely sorry for the distress our service has caused you and the recipient of your gift. Recognizing the importance of reliability and quality, especially for a significant occasion, we want to offer you some of our highly-rated bestsellers that have consistently brought joy and comfort to others.

STEP 10 (DONT SPILL IT ON CALL) If the steps above has been declined by the customer. Offer options that can satisfy your customer's initial concern. (You can be creative with your resolution, as there are no limits.) Please see the possible options that you can use to resolve the issue:

GO HERE!! https://sites.google.com/view/harryndavid/service-call

STEP 11 We will process a [offer customer agreed to(eg. send you a replacement)]. Thank you.

STEP 12 is there anything else I can help with you right now?

STEP 13 If none, you may transition to your upsell script. (Use one of the scripts provided)

▪ "Let me tell you about our Celebrations Passport Program! This yearly membership provides you with free standard shipping and no service charge on eligible products from our family of brands. The annual cost is only $29.99, and membership benefits can start today, including Free Shipping and No Service Charge on this order. Would you like to enroll today?

STEP 14 I'm glad we could get everything sorted out! Since we successfully resolved your previous concern today

OPEN TSP FIRST!

STEP 15 Thank you for shopping with Harry and David and have a wonderful day.