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Agent Instructions Delivery Issue - Not Delivered

Opening Hello! Thank you for contacting 1-800-Flowers.com. My name is (AGENT_NAME). How may I help you today?

Verify Customer Information (wait for response) I am so sorry your flowers were not delivered yesterday. I know how important this gift was. I just need to collect some information from you so I can review your order details. Would you please provide me with your Order # and name, please?

(wait for response) Thank you for the information. I am pulling up your order now to review. Would you please hold for 1-2 minutes.

*Search for Order in Atlas by order number. Verify Caller Type: Customer Contact Typer Chat and Review. Read Order Notes, History, Messages Open Delivery Issue CSI

Resolution (wait for response) Thank you for holding. It appears the florist reached out to us yesterday informing us that they didn't have a driver and would be delivering today instead. I am so sorry you were not contacted. First, I'd like to offer an apology call to Betty to let them know this was our fault, not yours. Would that be ok?

Closing (wait for response) Yes, the florist said delivery will be today.

(wait for response) Yes, I will go ahead and refund the $9.99 same day delivery fee. In addition, I will also be issuing you a $20 Savings Pass to be used on a future order with us. Your refund will be issued today and should appear on your credit card statement within 1-2 billing cycles. Is there anything else I can assist you with today?

(wait for response) Closing Quick Reply: I hope you are extremely satisfied with the service I provided today. At the end of this chat, you will receive a survey asking you to rate your experience with me and with 1-800-Flowers.com. Please click the link at the bottom of this window when our chat ends.

Thank you for chatting with 1-800-Flowers.com. Have a good day/night! If you need further assistance, please feel free to reach out again

Agent Instructions Delivery Issue - Delivered Early

Opening Hello! Thank you for contacting 1-800-Flowers.com. My name is (AGENT_NAME). How may I help you today?

Verify Cuntomer Information (wait for response) I'm so sorry for what happened with your order. It is never our intention to ruin such a special delivery. Please let me help you with this. First, I'd like to offer an apology call to your wife to let them know this was our fault, not yours. Would that be, ok?

(wait for response) I will absolutely do that. In order to further assist, I just need to access your order. Could I please have your order #?

(wait for response) Thank you. May I have your first and last name, your recipient's first and last name and the date your order was scheduled to be delivered please?

(wait for response) Thank you. Please hold 1-2 minutes while I access and review your order to get this fixed for you.

**ATLAS Instructions-Search for Order #, read order notes, messages, order history. Verify Customer. Select Caller Type: Customer, Contact Type: Chat

Open Delivery Issue CSI Resolution

Thank you for your patience. I reviewed your order. I do show the delivery date was supposed to be next Wednesday. I will go ahead and set up a replacement order at no additional cost to you for another delivery on Wednesday.

(wait for response) Would you like me to give your wife a call right now?

(wait for response) I will call her now, I will be right back with you.

Thank you for your patience. Your wife didn't answer, but I did leave a detailed voicemail indicating our mistake with my apology.