Offline Notepad
View raw
Article KA-01810
_Fraud Calls_
Some customer calls may involve unrecognized charges or potential fraud. Use this guidance to determine when a transfer is needed and how to handle the call.
Verify customer information and review recent orders before transferring. Attempt to resolve the issue first whenever possible. Transfer only when necessary (suspected fraud, unrecognized charges, or cases flagged for Purchase Verification).
_Manual Service Form_
Article KA-03399 Article KA-03408
During an ATLAS maintenance, you will be required to use the Manual Service Form because you will be unable to process any CSIs.
Using the Manual Service Form allows you to capture important customer information to be able to process the CSIs after the maintenance has been completed.
In addition, in case of an ATLAS outage you may also need to fill out this form.
_WINTER CELEBRATIONS_
Winter is a season full of celebrations Thanksgiving, Christmas, Hanukkah, and Kwanzaa. During this time, people give gifts to connect with loved ones, honor traditions, and share joy.
Understanding the meaning behind these gifts helps us guide customers to the right products and create memorable experiences.
Why People Gift During the holiday season, gifts serve multiple purposes:
Connection People give to show care, love, or appreciation, strengthening relationships with family, friends, and colleagues.
Tradition & Culture Holidays often come with longstanding customs; customers want gifts that help honor these traditions.
Appreciation & Gratitude Many gifts are expressions of thanks for support, friendship, or accomplishments.
Celebration & Joy Gifts create memorable moments and bring happiness to both the giver and receiver.
_Lesson Summary_
Gifting Strengthens Connections Gifts are a way to show care, love, and appreciation, helping people strengthen relationships with family, friends, and colleagues.
Gifts Express Gratitude People give gifts to say thank you, celebrate accomplishments, and show appreciation for others during the season.
Gifts Reflect Tradition & Culture Many holiday gifts align with longstanding traditions and cultural practices, helping customers honor meaningful celebrations.
Gifts Bring Joy and Create Memories Beyond practical value, gifts create happiness, memorable moments, and a sense of celebration for both giver and receiver.
_LESSON SUMMARY_
*Thanksgiving * Celebrated on the fourth Thursday in November, Thanksgiving focuses on gratitude and togetherness. Customers often choose gifts featuring turkey imagery, fall leaves, and seasonal flavors like pumpkin or apple.
Hanukkah This Jewish holiday is celebrated for eight nights, often involving lighting a menorah and giving small gifts. Popular items include blue and silver treats, chocolates, cookies, and festive foods.
Christmas Observed on December 25, Christmas centers on family gatherings and the spirit of giving. Customers typically select gifts like cookies, chocolates, flowers, or holiday baskets in red, green, and gold.
Kwanzaa Kwanzaa honors community, culture, and heritage through seven guiding principles. Gifts often reflect togetherness, such as fruit baskets, gourmet treats, or floral arrangements in red, black, and green.
_No Delivery Time Requests_
We do not accept requests for specific delivery times. Our florists and our delivery partners deliver between the hours of 9:00 AM - 8:00 PM in the recipient’s time zone.
The only exception is funeral deliveries, where florists need the service time to ensure on-time delivery.
What to Say to the Customer:
"We cannot guarantee a specific delivery time, but we ensure your gift will arrive between 9:00 am and 8:00 pm in the recipient’s time zone."
_Lesson Summary_
Set Clear Expectations Communicate order change/cancel cutoffs and delivery guidelines so customers know what to expect.
Communicate with Empathy Reassure customers, provide tracking when possible, and guide them through options with care.
Maximize Each Sale Offer add-ons and complementary items to enhance the customer’s gift.
SKU Down & Limited Availability 1-800-Flowers.com: Always offer the One-of-a-Kind bouquet first, then follow the SKU down process if needed.
Soft Skills/ Emotional Connection "A 50th anniversary! What a milestone! Congratulations to your parents!"
"I am so sorry your order arrived damaged! I'd be disappointed too."
Interaction Handling Skills "I would be concerned about shipping perishables in hot weather too! We guarantee our products, so you can shop with confidence."
"May I put you on a brief hold while I get this information for you?"
_Managing Calls_
Hold You may need to place a customer on hold to review their order, consult a colleague, or access tools to help them accurately.
Mask You MUST mask the call when taking credit card info including the number, expiration, or tokens so it is not recorded.
Wrap up Concluding a call effectively ensures accurate documentation and sets up smooth future interactions.