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SERVICE CALL

SALES CALL ( Birthday) Agent: THAKYOU FOR CALLING 1800 FLOWERS.com My name is Jam How can i assist you today?

"A birthday! That's wonderful. I'd be more than happy to help you find the best arrangement to make his/her day special.

  1. Before we proceed may I ask your first and last name pls? Home Address:

May I ask your budget range? Do you have a preferred flower type or color?

Location: "Is this going to a residence or a business? And may I have the recipient's zip code to check availability for delivery?"

  1. Based on what you shared, I recommend..... Its one of our most popular choices.

We also offer add-ons like chocolates, teddy bear.....

would you like to add any of these to make the gift extra special?

  1. Great Choice: Let me confirm the details with you.

Recipient Name: Delivery Address: Delivery Date: Arrangement: Add Ons:

  1. Whether you're ready, I can go ahead and process the order for you.

  2. Have I addressed and resolved all of your concerns today?

  3. Your order has been successfully placed. y and you'll receive a confirmation via email.

  4. Before we say goodbye, Allow me to share an easy way to save money all year round. Our Celebration Passport Program frees you from standard shipping and service charge payments on eligible products from our family of brands. The introductory price is only $19.99, and discounts start today. Shall I add this to your order?

  5. Okay Perfect! Again thankyou for choosing 1800 flowers. This is Jam speaking. HAve a great day.

(SYMPATHY) Agent: THAKYOU FOR CALLING 1800 FLOWERS. My name is Jam How can i help you today?

  1. Agent: "I am truly sorry for your loss.... Please know that I will take personal care of this order to ensure we express your sympathy perfectly."

  2. Before we proceed may I ask your first and last name pls? Home Address:

May I ask your budget range? Do you have a preferred flower type or color?

  1. [RECOMMENDATION]

"Thank you, [Customer Name]. To check availability and local delivery options, do you have the zip code for where the service or the family is located?"

Agent: "And is this being sent to a funeral home, a church, or a private residence?"

  1. Great Choice: Let me confirm the details with you.

Recipient Name: Delivery Address: Preferred Delivery Date: Arrangement: Add Ons:

  1. Whether you're ready, I can go ahead and process the order for you.

  2. Have I addressed and resolved all of your concerns today?

  3. Your order has been successfully placed. and you'll receive a confirmation via email.

  4. So before we say goodbye, i see that you aren't a Celebration Passport member yet. its a free shipping/no service charge on eligible items for one full year for only $19.99, and discounts start today. Shall I add this to your order?

  5. Okay Perfect! Again I'm truly sorry for your loss, and thankyou for choosing 1800 flowers. Have a great day.

Is there anything else i can help you with? Thank you, for giving me the opportunity to make this right for you, and for trusting us here at (BRAND)."

CUSTOMER SERVICE CALL

  1. Thank you for calling 1-800-Flowers, my name is [Agent Name]. How can I help you today?"

Customer: Hi , I’m calling because my order was supposed to be delivered at 1 pm, but it never arrived. This was for a very important occasion for my daughter. so can you tell me where my order is

  1. Agent: I understand how disappointing it is to have your order delayed, and I sincerely apologize for the delay/ inconvenience. I'm committed to making this right for you and ensuring that your next experience with us exceeds your expectations.

  2. Before we proceed may I have your order number pls

customer: order Number: 362150403 name: colleen mccreary c- Charlie o- oscar ll- lima ee- echo n- November m- mike cc- Charlie r- Romeo e- echo a- alfa r-Romeo y- yankee

  1. address: 6241 lake Ariana ave San Diego, CA 92119 USA phone number: (206) 8171460 email: cmccreary1031@msn.com

Recipient; Sharon Barger S- sierra h- hotel a- alfa r- Romeo o- Oscar n- November

b- bravo e- echo r- Romeo g- golf e- echo r- romeo address: 1525 W Glenrosa ave pphoenix Arizona 85015 USA

also can i pls put you on hold for a minute ill just check your order here... hello colleen

thankyou for patiently waiting

  1. upon checking your order here.. its still.. currently in transit and it will delivered up until 8pm today.

if your recipient didn't receive via email. please dont hesitate to contact us and we'll be happy to assist you. IS that okay?

  1. Just to confirm the details of your order its a Vibrant Floral Medley with a happy birthday gift message is that correct?

:alright thankyou for the confirmation

  1. Have I addressed and resolved all of your concerns today?

  2. Is there anything else i can help you with? Thank you, for giving me the opportunity to make this right for you, and for trusting us here at 1800 FLOWERS." Have a Great Day!