Quality Issue

"Opening Spiel" C: Hi, (Name) Im calling About the plant Delivered to my best friend address, it arrived dead, and it was quite Embarrassing.

A: i am really Sorry that the plant we delivered to your best friend arrive in the condition it should have; may i have your order number or phone number used to place the order please? C: Sure. The order number is ____

A:Thank you. To make sure i got it correctly, The order number is _____ Is That Correct?? C: Yes

A: Okay, Please Allow me a moment to Retrieve your order information. C: Alright.

Enter Order Number Click Search F7

Confirm The Name And recipients Name

A: Thank you for your patience. i was able to pull up the order and may i have your name, your recipient's name an the delivery Date of your gift? C: My name is ____ And Recipients Are/Is _____ ( And _____ ) It was Delivered On (Date)

After Verifying Click Select Order Click CSI Button

Click Select Caller Type Customer Click Yes, proceed to CSI

A: Thank you For verifying everything,(Name) Would you mind if i place this call on hold for a minute or two while i review your order? C: Sure!

A: Thank you (name) Please Stay on the line

Click the place the call on hold and mute

Review the Timeline Click Messages Button You'll see when the florist accept the order Click Back

Order History This includes when the it has the delivery Emailed Confirmation Click back Button

Click Order notes

• CHECK ORDER NOTES! Click Back Button

Call Concern (Status Concern) Quality Issue

Click Create CSI Details Codes

Concerns Flower / plants

Reason Codes ( Customer Concerns ) Dead/Wilted/Dry

Suggested Resolution

Return to the customer Unmute and Unhold

A: Thank you for your patience, Since te Recipient Received the plant in not good condition, Here's what I'm going to do. I will Process a replacement for you and also send you $15 Savings Pass That you may use on your next purchase. C: There's no need to redeliver the gift, As they're currently on vacation and I'm unsure when they'll Return

A: I Understand that redelivery will not work this time, since the plant arrived dead i will issue you a refund of the total of your order and send you $15 Savings pass? Would that be alright with you? C: Yes i think that is only Fair.

A: Please give me a moment to process the refund and Savings Pass. C; Thank you A: You're Welcome

Click Manager Override Call the Supervisor for the manager ID

Reason to provide more $ Credit Need to provide more $ Credit ( Refund ) Ok - Ok

CSI Solutions Click the Accurate resolutions Click the savings pass Tick Box

Confirm The Email A:(Name) The Savings pass will be Emailed to (Email) C: Yes.

Click Yes

Click the full Credit Tick Box

A: I have processed a refund amounting to $9700 And it will post to your original form of payment depending on your financial institution. I Have Also Issued a $15 Savings Pass That you will received Via Email Within a Week. Again, i am so sorry for the inconvenience C; Thank You

A: And Since We were not able to meet your expectations, would you like us to call the recipients to apologize for what happened? C: No need

A: Got it, Is there anything else i may assist you with? C: None, You've Been helpful. Thank you A: You're welcome And thank yo again For doing business with 1800flowers.com have a nice Day!

Click Complete CSI Button New order notes

Click Append and Save Click End Call Wrap up Code

Quality Issue Save and Close.

You are now Ready to assist another Customer Click Available