MON 1

ASK/ANS, TLO & REJ Queues

Mon QUEUE OVERVIEW

• When an order lands in a MON queue, it has been processed, but something’s blocking it from being completed.

Our MON-TRA (MON Mantra) is "Find a home for all orders!"

COURSE OBEJECTIVES:

• Understand what MON is and why it exists.
• Act proactively to protect the customer experience.
• Learn how to work MON orders with speed, accuracy, and care.

How We Deliver Excellence:

• Understand the Work Orders in the MON queues are processed but not complete. Each one has a question that must be answered before delivery. Your job: spot what’s missing and finish the order correctly.

• Act with Ownership Be proactive, persistent, and precise. Check details, verify facts, and resolve on first touch. Each smart action prevents delays, credits, and rework.

• See the Impact Every queue connects to someone’s important moment. When you work accurately, gifts arrive fresh, beautiful, and on time. That’s what creates an Excellent customer experience.

Where the Work Happens? The Four Queues You’ll Master

Every MON order lands in a queue for one reason; something needs your attention. Each queue has a purpose, but the goal never changes, find a home for all orders. Your clarity, judgment, and actions keep the promise alive.

• ASK When a Florist Needs Information

A florist can’t finish an order until they hear from us. Maybe they need a price approval, a substitution decision, or delivery details.

Your focus: Provide complete answers quickly, so they can design and deliver on time.

Tip: Use the three-line note template to capture why, what, and who before you close the message.

• ANS When we respond

This is where clarity matters most. You’re sending answers that either free up or delay an order.

Your focus: Be accurate and specific. Reference the question, confirm the solution, and document the action taken.

• TLO When we call it out

Some orders don’t transmit automatically and need a personal touch. You contact shops directly to place and confirm the order.

Your focus: Call the preferred shop first, then follow the Search Protocol (WIR → SZP → LMF/FAF). If no shop can take it, call the customer to offer a replacement option.

• REJ When a shop cant deliver

A rejected order means a customer’s moment is at risk. Your job is to find another shop or a new solution fast.

Your focus: Work the Search Protocol in order (WIR → SZP → LMF/FAF). Before cutoff/future dated: Speak to 3 shops / max 10 calls After cutoff or weekend: Speak to 3 shops / max 3 calls If none are available, call the customer to offer a GPT replacement and document fully.

Tip: For sympathy orders, always call the florist before transmitting and set a callback if needed.

Write it Right Click on each image to read the scenario. choose the version of the message that's clear, respectful, and complete. then read and discuss why it works.

Florist point of View

• The florist receives repeated short messages with no context.

• Agent Message (Poor): Please cancel this order.

• Florist’s Reply: This was delivered and signed for. Why cancel now?

• ✅ Corrected Message: Please cancel this order due to a quality concern. Customer reported wilted roses. Customer declined replacement and requested credit.

Tone & Professionalism

• A customer used harsh language to describe the product.

How should you word the message?

• Option A: Customer said the bow was pathetic and the flowers looked sparse.

• ✅ Option B: Customer felt the arrangement didn’t match the photo. Please replace to meet design standards. Thank you for your help.

Just as important is clear communication through order notes. Click on the button to learn more about writing clear, concise, and thorough order notes.

• Remember to write notes before sending, deleting, or closing anything. What to Include?
• Who you spoke with
• What was discussed or decided
• Why the action was taken
• LM, VM, NA for call Results
• Clear, Factual, professional language

When to Add Notes

• Substitution, price change, or delivery delay decisions
• Customer approvals or declines
• Florist acceptances or refusals (ASK,RLO,REJ)
• Vendor ASK customer contact and outcomes
• WIR or SZP attempts on REJ orders
• TLO calls, fax/Email sent, or "Too late to call"
• Rejected by Steps and retransmission
• Escalation or Supervisor involvement

When NOT TO ADD NOTES

• You took no action ( no calls, no changes )
• The order is marked DO NOT TOUCH
• A call back was just se within 2 Hours

Quality Standards

• Don't Copy and paste old notes
• Don't repeat harsh customer wording
• Keep notes short but complete
• Notes must tell the full story so the next agent can follow it