EMPATHY SERVICE

Use terms like service

casket Funeral Director Deceased

(x) Don't use terms like coffin/box undertaker dead

Script Vs. Empathy "Thank you for calling 1-800-Flowers.com. My name is Maria. How may I assist you today?"

"Great, I'll be happy to help you with that. Have you ordered from us before?"

Empathy

"Thank you for calling 1-800-Flowers.com. My name is Maria. How may I assist you today?

"I am so sorry to hear that. I'd be happy to help you get started choosing your arrangement. May I have your name, the name of the deceased, and the zip code, please?"

Asking the Right Questions

Delivery "Do you want the arrangement delivered to a funeral home or a family member's home or office?"

Product "Did you already have a product in mind or may I help you shop today?"

Special Instructions "Can I have the date and time of the service?"

Card Message "How would you like your card message to read and how would you like it signed?"

Necessary Information Often customers are missing the following information which can lead to orders going into the queue, causing delivery issues.

Name of the Funeral Home: Address of the Funeral Home: Phone Number of the Funeral Home: Name of the Deceased: Viewing Time:

Lesson Summary Do not transfer VIP customers to the VIP priority team. Do not tell customers they are VIP customers.

Sympathy orders need complete details to prevent delivery issues and ensure proper handling.

Sympathy orders require at least 3 business hours from the time the customer calls to the requested delivery time to allow for proper handling and fulfillment.

For funeral home deliveries, request the name of the deceased rather than the recipient to ensure accurate order details.

For sympathy orders, use sensitive language and reassure the customer their order will be handled with care.

International sympathy orders require a minimum 2-day lead time from the time of the customer’s call to the requested delivery date.