CALL FLOW

📞 Call Flow: Spoiled / Poor Quality / Didn’t Like

Step 1: Acknowledge & Apologize

Agent Script: “Thank you for bringing this to our attention. I sincerely apologize for the spoiled items/item/poorquality/not meeting your expectation — we always want your gift to arrive fresh and enjoyable. Let me take care of this for you.” Step 2: Retrieval Process – Determine Verification Check MSD Window Panel If Full Name + Phone Number appear → Caller is Verified. Do NOT ask to verify.

Use soft confirmation instead: Agent Script: Am I speaking with(name visible in MSD) ? Are you still on (mention the billing address of the customer)? Is your email still __?” (If no email is shown): “May I add your email address so I can send your order confirmation?” If information doesn’t match or is missing → Caller is Unverified. Follow normal verification process: For Customer: Ask for name + billing address For Recipient: Ask for name + shipping address Step 3: Resolution Options (Based on Condition of Item) 1 Less than 50% spoiled → Partial Replacement “Since some of the items are still in good condition, I’d be happy to arrange a partial replacement for you.” 2 More than 50% spoiled → Full Replacement (same or comparable item) “I understand. In this case, I’ll send a replacement of the same or a comparable item to make this right.” 3 Customer does not accept a replacement → Refund Item “If a replacement doesn’t work for you, I can process a refund for the item instead.” 4 Final Gesture → Apology Call or Letter to Recipient “As an additional step, I’d also like to send an apology call or letter to the recipient, so they know how much we care about making this right.” Step 3.5: Summarizing & Goodwill Gesture Agent Script: “Let me quickly summarize the details of what we’ll be doing for you today [summarize resolution]. To express our appreciation for your understanding, I’d also like to let you know about one of our delicious items — it’s a great way to treat yourself or send a little something extra.”

Step 4: Closing Agent Script: “Thank you again for your patience while we resolved this. Thank you for shopping with [Brand] — it’s been a pleasure speaking with you today. Have a wonderful day!”