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----Make it right script B---

---Option B---

For me to properly address you, may I have your first and last name please?

May I also have your order number or the phone number that you used to place the order, the recipient's name and delivery date?

I understand. Let me make things right for you by processing the full refund back to your account. (process what the customer requested)

I was able to process your request for __________.

and since we wanted to have another chance with you, allow me to give you a $15 savings pass that you can use towards to your next purchase with us

------------"If customer said NO:-----------------

I understand _______________. Will it be okay if I'll call the recipient to apologize as we were not able to deliver the gift?"

----------"If customer said NO in calling the recipient:-----------

I understand. I will not be calling ________. However, I don't want to end this call knowing that you still have concerns. Is there anything else I can do to make this right for you?

""""""""""""If customer said YES:"""""""""""

I was able to complete the _______________. Will it be okay if I'll call the recipient to apologize as we were not able to deliver the gift?""

""""""If customer said YES in calling the recipient:""""""""

Thank you. I will be calling the recipient after this call. However, I don't want to end this call knowing that you still have concerns. Is there anything else I can do to make this right for you?

(Wait for the customer's response)"

"If customer is doubtful or asked for specific request:

Doubtful: As I've said I want to make this right for you so let me process the refund of the shipping fee back to your account.

Specific Request (Extra compensation dictated by the customer) I'll process it for you."

will you give me a moment to process this?

So I processed ________ (recap all the compensations given). (Wait for the customer's response)

Script A: “Because your experience as a customer is important to all of us here at 1800Flowers.com, I would like to ask if I have resolved your concern to your satisfaction?”