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Scenario 1: “I’m never ordering from 18F again.”
** Acknowledgement: “Your experience didn’t match what you expected from us.” ** Reassurance: “ 10:50”
Scenario 2: “I received an email/voicemail from you, so I’m calling back.”
** Empathy: “Thanks for taking the time to return that message.” ** Acknowledgement: “Let’s make sure we get you the information you were contacted about.” ** Reassurance: “Now, I’ll Make It Right by pulling up the details now so we can resolve it without any back-and-forth, okay?
Scenario 3: “I do not want to hear you say sorry or I understand.”
** Empathy: “Got it, you want action, not apologies.” ** Acknowledgement: “You’re looking for results and answers.” ** Reassurance: “Let me Make It Right by fixing this directly. Here’s what I will do right now…”
Scenario 4: “Your service is terrible!”
** Empathy: “I understand how disappointing this must be for you” ** Acknowledgement: “If I were in your position, I’d feel the same way.” ** Reassurance: “I’m here to Make It Right and get this resolved the way it should have been the first time.”
Scenario 5: “This is unacceptable!”
** Empathy: “I can hear how upsetting this is.” ** Acknowledgement: “This situation definitely shouldn’t have reached this point.” ** Reassurance: “I’m going to Make It Right by taking ownership and resolving it now.”
Scenario 6: “I’ve talked to multiple agents already!”
** Empathy: “I understand how frustrating this must be for you, especially you’ve mentioned that you’ve talked to multiple agents already” ** Reassurance: “No worries, let me Make It Right by being the last person you need to speak to and I’ll handle this thoroughly.”
Scenario 7: “I want this fixed now, not later!”
** Empathy: “I can hear how urgent this is for you.” ** Reassurance: “Let me Make It Right by taking action right away. Here’s what I can do for you right now…”
Empathy: “It’s incredibly frustrating when the same issue repeats.”
** Acknowledgement: “You expected this to be taken care of the first time around.” ** Reassurance: “Let me Make It Right for good today so you don’t have to deal with this again, okay?”
FUNERAL [did not arrived] please accept my sincere apologies that the flowers did not arrive as expected. I understand how important this was, and I want to assure you that we’re taking this matter very seriously. I'll look into this immediately and ensure we resolve it quickly. Your trust means a lot to us, and we want to make this right, and again, I’m very sorry for the inconvenience. Please accept my sincere apologies. For me to properly address you, may I have your first name pls? THANK YOU, ____. How about the order number so I could check that for you. Okay, thank you so much. Let me just pull up ur order so I could make it right.
**[arrived early]**
I understand they arrived earlier than expected, and I’m truly sorry for the inconvenience this may have caused. I know how important it is for the flowers to be delivered at the right time to honor your loved one. I'll look into this immediately and ensure we resolve it quickly. Your trust means a lot to us, and we want to make this right, and again, I’m very sorry for the inconvenience. For me to properly address you, may I have your first name pls? THANK YOU, ____. How about the order number so I could check that for you. Okay, thank you so much. Let me just pull up ur order so I could make it right.
**[did NOT meet the expectation cuz it's sira/pangit]**
I’m truly sorry to hear that the funeral flowers arrived wilted and not in the condition you expected. I understand how important it was for them to look beautiful in honoring your loved one, and I can imagine how disappointing this must have been. Please accept my sincere apologies. I'll look into this immediately and ensure we resolve it quickly. Your trust means a lot to us, and we want to make this right, and again, I’m very sorry for the inconvenience. For me to properly address you, may I have your first name pls? THANK YOU, ____. How about the order number so I could check that for you. Okay, thank you so much. Let me just pull up ur order so I could make it right.
**[WRONG Arrangement]**
I understand that the arrangement you received was not the one you placed, and I’m truly sorry for this mistake. I know how meaningful it was for you to have the right flowers to honor your loved one, and I regret that we did not meet your expectations. I’ll investigate what happened with your order right away and ensure the correct arrangement is provided. Thank you for bringing this to our attention, and again, I sincerely apologize. For me to properly address you, may I have your first name pls? THANK YOU, ____. How about the order number so I could check that for you. Okay, thank you so much. Let me just pull up ur order so I could make it right.
*SCRIPT
- Thank you for calling 1800 flowers.com. This is Remelyn, how may I assist u today?
** I understand your concern and thank you for sharing this with me. I apologize that your order arrived not as expected, I'll be happy to make it right. But for me to properly address you, may I have your first name pls? thank you, __ how about your order number so I could check that for you. Thank you,
*** Let me just pull up ur order. PLS HOLD-ON. okay, thank you. for verification purposes, may I also have the recipient's name and delivery date? Thank you for verifying, _______. May I put this call on hold for a minute or two so I can CHECK/PROCESS your order? Okay, thank you very much,.
****Thank you for patiently waiting, ___. Upon checking here..............
***** make it right. pls allow me to make this right for you. Would u like me to process a redelivery for this order?[how does that sound?]
[JUST IN CASE!!!] but however I'm afraid that I can't process the add on that u choose but I assure you that we will process the partial refund for add on/s {we will just sent a req for the shop to also add your add on/s for redelivery.}
******I was able to process the REDELIVERY/REFUND
******* And since we wanted to have another change with you, allow me to give you a $15 savings pass that u can use towards ur next purchase with us. [DO NOT OFFER TO THE SYMPATHY & MAKE SURE TO CHECK IFSAME CX/RECIP TO OFFER APOLOGY CALL]
******** Will it be okay if I'll call the recipient to apologize as we are not able to deliver the gift?//////[approved or not then apology]
*********DOUBTFUL
WILL U GIVE ME A MOMENT TO PROCESS THIS?
END: *** Because your experience as a customer is important to all of us here at 1800Flowers.com, I would like to ask if I resolved your concern to your satisfaction?
***thank you for giving me the opportunity to make this right and for trusting us here at [BRAND]. Bye for now, ______.
CONCERNS:
[WANTED to have the receipt]
thank you for letting us know about this. I understand you haven’t received your receipt, and I’m truly sorry for the inconvenience. I know how important it is to have that document for your records. I’ll make sure we send it to you immediately and confirm once it’s on its way. Thank you for your patience, and again, I apologize for the delay. For me to properly address you, may I have your first name pls? THANK YOU, ____. How about the order number so I could check that for you. Okay, thank you so much. Let me just pull up ur order so I could make it right.
**[STATUS CHECK]**
I understand you’d like to check the status of your order, and I completely see how important it is to have that information. Let me review the details right away so I can give you the most accurate update. For me to properly address you, may I have your first name pls? THANK YOU, ____. How about the order number so I could check that for you. Okay, thank you so much. Let me just pull up ur order so I could make it right.
**[DID NOT RECEIVED]**
I understand you haven’t received your flowers, and I’m truly sorry for the inconvenience. I know how important it is for them to arrive as expected, and I can imagine how frustrating this must be. For me to properly address you, may I have your first name pls? THANK YOU, ____. How about the order number so I could check that for you. Okay, thank you so much. Let me just pull up ur order so I could make it right.
**[LATE ARRIVED]**
I understand your flowers were delivered late, and I’m truly sorry for the inconvenience this caused. I know how important it is for them to arrive on time, and I regret that we didn’t meet that expectation. For me to properly address you, may I have your first name pls? THANK YOU, ____. How about the order number so I could check that for you. Okay, thank you so much. Let me just pull up ur order so I could make it right.
**[DID NOT MET THE EXPECTATION]**
thank you for letting us know. I understand the flowers you received were not in the condition you expected, and I’m truly sorry for the disappointment this caused. I know how important it is for flowers to arrive fresh and beautiful, and I regret that we didn’t meet that expectation. I’ll investigate what happened with your order and make sure we provide a proper resolution. Thank you for bringing this to our attention, and again, I sincerely apologize. For me to properly address you, may I have your first name pls? THANK YOU, ____. How about the order number so I could check that for you. Okay, thank you so much. Let me just pull up ur order so I could make it right.
**[WRONG FLOWERS]**
I understand the flowers you received were not the ones you ordered, and I’m truly sorry for this mistake. I know how important it is to get exactly what you selected, and I regret that we didn’t meet that expectation. I’ll investigate what happened with your order right away and make sure TO MAKE THIS RIGHT. For me to properly address you, may I have your first name pls? THANK YOU, ____. How about the order number so I could check that for you. Okay, thank you so much. Let me just pull up ur order so I could make it right.
**[CARD MISSING]**
thank you for letting us know. I understand the card was missing from your flower delivery, and I’m truly sorry for this oversight. I know how important the card is in making the flowers more personal and meaningful, and I regret that we didn’t meet that expectation. For me to properly address you, may I have your first name pls? THANK YOU, ____. How about the order number so I could check that for you. Okay, thank you so much. Let me just pull up ur order so I could make it right.
**[WRONG CARD]**
I understand the card that came with your flowers was not the correct one, and I’m truly sorry for this mistake. I know how important the card is in making the flowers personal and meaningful, and I regret that we didn’t meet that expectation. For me to properly address you, may I have your first name pls? THANK YOU, ____. How about the order number so I could check that for you. Okay, thank you so much. Let me just pull up ur order so I could make it right.
[WORNG SIZE] I understand the flowers you received were not the correct size, and I’m truly sorry for this mistake. I know how important it is for them to match exactly what you ordered, and I regret that we didn’t meet that expectation. For me to properly address you, may I have your first name pls? THANK YOU, ____. How about the order number so I could check that for you. Okay, thank you so much. Let me just pull up ur order so I could make it right.
*SCRIPT
- Thank you for calling 1800 flowers.com. This is Remelyn, how may I assist u today?
** I understand your concern and thank you for sharing this with me. I apologize that your order arrived not as expected, I'll be happy to make it right. But for me to properly address you, may I have your first name pls? thank you, __ how about your order number so I could check that for you. Thank you,
*** Let me just pull up ur order. PLS HOLD-ON. okay, thank you. for verification purposes, may I also have the recipient's name and delivery date? Thank you for verifying, _______. May I put this call on hold for a minute or two so I can CHECK/PROCESS your order? Okay, thank you very much,.
****Thank you for patiently waiting, ___. Upon checking here..............
***** make it right. pls allow me to make this right for you. Would u like me to process a redelivery for this order?[how does that sound?]
[JUST IN CASE!!!] but however I'm afraid that I can't process the add on that u choose but I assure you that we will process the partial refund for add on/s {we will just sent a req for the shop to also add your add on/s for redelivery.}
******I was able to process the REDELIVERY/REFUND
******* And since we wanted to have another change with you, allow me to give you a $15 savings pass that u can use towards ur next purchase with us. [DO NOT OFFER TO THE SYMPATHY & MAKE SURE TO CHECK IFSAME CX/RECIP TO OFFER APOLOGY CALL]
******** Will it be okay if I'll call the recipient to apologize as we are not able to deliver the gift?//////[approved or not then apology]
*********DOUBTFUL
WILL U GIVE ME A MOMENT TO PROCESS THIS?
END: *** Because your experience as a customer is important to all of us here at 1800Flowers.com, I would like to ask if I resolved your concern to your satisfaction?
***thank you for giving me the opportunity to make this right and for trusting us here at [BRAND]. Bye for now, ______.