(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.