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QAA

QA Rollout 1800Flowers QA Team

Jo Ann Lyn Aban

QA Specialists

QA Guidelines

Opening - This section is key to establishing a connection with the customer and includes the Required steps to begin the interaction, greet the called and set the tone of the call in professional and courteous manner

Listening skills

(Script) Thank you for calling 1800flowers.com My name is [name], How may i Assist you today?

MON/CMON - messages should begin, "Hello [Florist Name] " or Hello" Alice table email Hi/Hello (Customers name)

1-800Flowers.com/TPF Email" Dear ( Customer name )

Order support ( Outbound)" Hello my name is [name] I'm calling regarding an order placed with [company] on [date] May i please speak with Mr./Ms. [Customer]

Skillset : Capture all verification information Sales : May i have your name please (Customers name) What is the occasion that you are shopping for today? may i have the recipients zip code and delivery date

Service : Ask the customer for their order number or phone number they used to place the order. Example: May i have the phone number or order number associated with the order that you placed?

Agents must ask a single question for verification, example: For verification purposes, may i have your name your recipients name and the delivery date

CHAT/Soc med When appropriate was the customer asked to verify their order information? did the agent avoid asking for unnecessary verification information

Say Thank you after the customer has confirmed you have reached the correct person

Example : Sales & Service/Chat/Email : Thank you William for providing this information.

Email : Thank you so much for writing us regarding your concerns

Order support Outgoing : i need to let you know this call may be recorded

Avoid unnecessary repetition

This would involve active listening and making note of what the customer is saying and asking Taking notes via notepad will help to ensure you capture all information

The agent is allowed to ask a clarifying question to gain understanding The order you gave 12345678, is that correct?

B) Avoid interrupting the caller Did the again avoid speaking over/Interrupting the customer? did the agent ask one question at a time and give the customer the opportunity to answer the question?

Example : i am so sorry Please go ahead

Clarify caller issue ( Reiterate inquiry for understanding ) Example : Mr. Smith i am sorry that you received fruit in less then perfect condition

Mr. Smith i would be more than happy to assist you in placing an order for your daughter

Mr. Smith i am so sorry three (3) of your pears arrived frozen. let me see about getting a Replacement set up for this order

agent Should include a brief statement acknowledging the customers Concern

Use appropriate celebratory/empathy statements

Sales : if the gift was for a special occasion, did the agent make an appropriate comment Example: Wow that's such a thoughtful gift its going to make their birthay extra special That's a truly considerate way to express your support, im sure it will mean a lot to them and bring a sense of comfort during this tough time. Thank you for being a loyal costumer with us, i will be glad to help you place an order I'm so sorry that you experienced issues on our website i will be glad to help

Appropriate tone of voice

Was the agent Courteous and Engaged Throughout the interaction

I'm so sorry to hear about the trouble you've had with [specific issue ] let me gather some details so we can get this resolved for you as quickly as possible

Appropriate pacing Dead air should not impact the customer exp Should not exceed 15 Seconds

Chat : Did the agent Respond withing 30 Seconds to initial chat? did the agent respond within 2 minutes on every other interaction?

Social media : Did the agent reply within 8 Minutes to the case being assigned to them

Proper clarity of speech

Did the agent interact in a conversional style? did the agent interact in a style that made the customer confident in the agent ability to resolve their Issue? If recommending a product for purchase, did the agent use enticing words to describe our products did the agent avoid in depth discussion about non business related topics?

jargon examples : Atlas ciritrx Dlcs Sprinklr master List Slang Examples : Nope yup no problem no worries uh-huh thanks bro man etc. Examples of incorrect grammar : Your order was delivery on

Mon : A message sent to the florist with an updated

Take owner ship

did the agent speaking negatively about our product or services did the agent avoid placing blame on another associate, the customer our vendor or carrier

Example : Sales and Service: Im unable to transfer you to the previous agent, but i would be more that happy to assist your issue:, Supervisor Request:" before i transfer description of the situation/Issue? Orde support outgoing: I do apologize, i am so sorry this happened. i am calling to discuss what can be done at this point." Email/Chat/Social media: I Would be more than happy to assist

B) utilization of proper hold technique

Mr Smith Would you mind if i place you on a brief hold about 2 - 3 minutes while i obtain that information for you? ( Customer agrees, and when you return to the line...) mr Smith thank so much for your patience!

Chat : Please hold for 1-2 minutes while i check in your order " i apologize for the delay please allow me another 1-2 minutes to finish reviewing your order"

Mr.smith would you mind if i place you on a brief hold, while i obtain that information for you?

Attempting to save the sale overcoming caller objection

Attempting to save the sale by correct use of a save the sale discount

Attempting to save the sale by offering passport when customer complains about shipping charges. Attempting to save the sale by offering a suitable alternative product that meets the customers need

Taking the Initiative to provide an alternative solution in lieu of a fill refund on a delivery issue

Some examples that may help to overcome our caller's objection: bennefirts of cookies is that the can be frozen for 6 months: they are individually wrapped ; passport is useful especially for upcoming holidays; certain items are great deals/money

Assessment skills

Did the agent demonstrate the ability to effectively use resources to give accurate information and meet the customers needs did the agent ask clarifying questions?

Example : Sales & Service/Executive services : Per review i can send wine to that area the shipping fee wil be $__ and i will need to verify your birthday for this purchase?

Order support Outgoing : Was the agent prepared before making the call? I am so sorry the pears apples and cheese gift is delayed for about three weeks i do however have some alternatives that we can ship right now

Email/Chat/Social priority : Customer responded to an email which we asked for additional information requested from a florist. Agent should review messages and order notes to ensure all requested information has been Received. We apologize for this issue and would be

resolution skills

Service : Agent Should not release florist information to a customer caller Agent should offer an apology call to the recipients if applicable. Offer the first level Resoultion, the next level of resolution, an apology letter to recipients; where appropiate and (as a last resort) Offer 20% Apology letter to customer

Order support outgoing : We have discussed the suggested options for your should out time, these do not appear to meet your needs. Let's take a look at the website for gift the $49-$59 range to see if there is another choice that works better for you"

Social media : Did the agent offer to resolve the issue for the customer? We want to make this right so please Dm US Please dm Us so that we can make look into this for you

Agent Should not offer a saving pass on social media BGS VIP Canada or sympathy/funeral service calls

sales Offer

Examples 18F: Would you like to add a beautiful balloon to this arrangement? They are available for only $5.99

passport offer

Examples Sales Let me tell you about out celebrations passport program! This yearly membership provides you with free shipping and no service charge on eligible products from our family of brands/ the cost is only $__ And membership benefits an start today...would you like to enroll today? todays passport savings would be $__ 18F : only applicable to appropriate 18F sales calls (Florist fulfilled, non-funeral, non - sympathy orders )

accurately capture all system info

All information obtained on the welcome screen card message recipients addt'l customer information, billing order search screen, etc. should be accurate

Did the agent correctly retrieve the correct customer using a customer number phone, phone number, last name, & zip code or email address before entering as new

if no email address or phone number is listen on the customers account did the

Take all necssary actions

Sales/Service Agent does not reach out to florist by phone if listed as DNC Did the agent Corretly place any additional holds if required where all relevant holds resovled?

email: agen included all appropriate parties in their responds if neccessary, did the agent forward or transfer the email to the appropriate department for handling.

If no Selected the appropriate options of what the agent did no do : SUP Approval no noted Did not offer redelivery id not offer partial credit Did no issue savings pass Blind Cancelation did not create a CSI Did not offer an apology Call Did not call neccessary parts issued additional savings pass

Use Correct coding Service : if the customers arrangement is missing an add-on THe agent should opened a "Delivered Wrong" CSI and not a "Delivery Issue" CSI

Example : Did the agent correctly enter coupon codes and/or Source codes did the agent enter item, number, suffix given by the customer

Accurate order notes in all applicable systems

Did the agent enter accurate notes for actions taken or needed? Example Of atlast notes 11/22/2022 11:11 9809-J. Bac ** WROKING SM CASE #91392. CUSTOMER MESSAGED THAT THEY PLACED 3 ORDERS. REQUESTED PRICE ADJUSTMENT ON ONE AS ITEM IS ON SALE. AWAITING ADDITIONAL DETAILS.

Order Support Outgoing : Did the Agent leave noted indicating what kind of contact was made who they were calling ( If applicable) ? Example : 2nd Attempt left message and sent email

Email : did the agent use the correct template for the situation or use blank category that accurately reflected the reason for the customers email? did the agent include the order number in the subject line?

Confirm/Summarize Resolution/next steps

Sales An order confirmation will be sent to your email containing your order number and order total

Service : Lise ive issued you a savings pass which you will receive within 1 week via email. please be sure to use the code along with the pin umber provided to shop across