QA

Assessment/Resolution Skill - this section encompasses adherence to guidelines and the problem resolution skills required to determine and resolve the customer's inquiry effectively.

Skillset

a) Assessment Skills

Nuances

Sales/Service/Social Media/Chat/Email: Agent should ask the customer effective and tactful questions that will assist in identifying and clarifying their inquiry and should display good product knowledge.

Agent should utilize all tools available to them to assess the customer's needs such as procedures and survival guides if needed.

MON/CMON: Applies to any outbound calls an agent may have made to assess an issue.

1. System Requirements/Technical Skills - this section encompasses the technical skill and integrity of the agent by adherence to policy/procedure via accurate system processing..

b. take all necessary actions

Nuances

The agent should ensure all information obtained is accurate.

Key spelling should be utilized when appropriate to ensure accuracy.

This question is a vital component. It pertains to a mandatory skillset that must be adhered to.

Examples All information obtained on the welcome screen, card message, recipient, 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 number, last name & zip code or email address before entering as new?

If no email address or phone number is listed on the customers account did the agent ask the customer for it?

If there is no Gift History, did the agent ask for the recipient phone number or last name and zip code before entering them as new?

Did the agent verify the item name/number, price and state the correct arrival date, read any "Heads-Up" information and verify each component; including quantities, where applicable?

Did the agent read back the greeting, including punctuation, and verify the spelling of names or unusual words?

Failure to do call outs = . Agent failed to call the customer / florist / vendor as needed based on the applicable CSI Process . Failure to call the recipient as promised and cx agreed

B.1.4 Violation of standard operating procedures (SOP) as prescribed by the department/program.

Classification: Moderate

Blind Cancel (Cancelling orders without giving complete information to florists / vendors) = . Sending blind cancel message can cause confusion to our florist. Cancellation message should contain the reason for cancelling the order.

Hello, Please cancel this order. Thank you.

B.1.4 Violation of standard operating procedures (SOP) as prescribed by the department/program.

Classification: Moderate

Processing Full Credit and Partial Credit w/o assistance = . Failure to ask for assistance before processing FC and PC. (No approval from identified approvers)

Agent or BSG taking in calls or working on issues should ask for assistance from identified approvers one level higher

B.1.4 Violation of standard operating procedures (SOP) as prescribed by the department/program.

Classification: Moderate

ACE ( Accountability, Consistency, & Ethics) SOP ( Standard Operating Procedure) NNB ( Non-Negotiable Behaviors)

Hi [Customer Name]! This is [Your Name] from [Shop Name]. I’m calling to remind you that FedEx will be calling you directly to provide an update and coordinate the delivery of your order. Please stay tuned and keep your line open so you don't miss their call. They'll need to speak with you to ensure everything is ready for your package. Thank you so much for your patience!"