MAKE IT RIGHT

(Service Calls):

ORDER #: NAME: RECIPIENT NAME: DELIVERY DATE: PHONE NUMBER:

• Thank you for calling 1800flowers.com, this is Richel, how may I assist you today?

• I understand your concern and thank you for sharing this with us.

:

• I’m really sorry that this happened, especially for such an important occasion. I understand how disappointing this must be. Let me check the order right away so I can make this right for you.

• I'm really sorry to hear that you're feeling this way. I understand how frustrating this situation must be, and I truly want to help make it right.

• I’ll personally take ownership of this issue and work on a resolution that meets your expectations. Your satisfaction matters, and I’ll stay with you every step of the way until we get this fully resolve

• For me to properly address you, may I know your first name please?

: dawn

• May I also have your order number? (the cx will provide the order number and I will verify) Thank you!

: W01005974681752 : W01005974657360

: billing address incorrect

:17475 burwhick loop in fair hope alabama

• Can you verify the recipient's name together with the delivery date?

: heather clayton 4959

: 36532

Delivery address?

:

(While process the name recipients do the CSI)

~~ Order notes ~~ Messages

OPTION A:

• Let me make things right for you by having a nice arrangement redelivered to the recipient. How's does that sound?

(if the original arrangement is no longer available, offer florist choice of the same value)

OPTION B:

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

• '' I can see how important this is to you. and I completely understand. If I were in your position. I'd also request the same thing"

• May I place the call on hold for a minute or 2, while I'm processing your ....

• Thank you for patiently waiting....

IF NO CITY AND STATE: NO FLORIST:

• Upon checking here, the order has not been delivered because there is no available florist for that specific zip code that can fulfill the order.

• And to make things right for you, I can process a full refund of this order. How's that sound?

• I have processed a (see the box on the CSI)

!! (If the customer asks for the days of when it will their money back) It will reflect on your bank 3-5 business days depends on your bank institution

DELIVERED WRONG, DELIVERY ISSUE, & QUALITY ISSUE:

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

• How about the redelivery and a $15 savings pass and

11.83

(If the customer says YES)

• I was able to complete the (refund/cancellation). Will it be okay if I'll call the recipient to apologize as we were not able to deliver the gift?

(If the customer says NO)

• I understand, (name). Will it be okay if I will call the recipient to apologize as we were not able to deliver the gift?

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

(If the 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?

Script A:

• Because your experience as a customer is important to all of us here at (BRAND), I would like to ask if I have resolved your concern to your satisfaction?

Script B:

• It's really important to me that I have solved your concern today. Have I done that for you while I have you on the phone?

Closing spiel:

• Thank you, for giving me the opportunity to make this right for you, and for trusting us here at (BRAND) again this is Richel have a great day?

EXAMPLE FOR ORDER NOTES:

Working on voice//customer complained about the late delivery//offer redelivery//customer refuse//and offer full refund//...... NO FURTHER ACTION NEEDED.

FOR REDELIVERY:

• Read the order number for them so that they can track

~~ ... so, your delivery number is....

For the redelivery it takes process of 3-5 business days.