MON

MON-TRA = find a home for all orders

How We Deliver Excellence

1. Understand the work = processed but not complete
2. Act with ownership = proactive,= precise,= Every word Count personal= Keep Connection in every interacton
3. See the Impact = gifts arrives fresh, beautiful, and on time. that's what creation an Excellent customer experience.

Four Queues Ask= when a florist needs an information Ans= when we respond Tlo= when we call it out Rej= when a shop can't deliver

Master Queue Funeral orders, time zone, occasion, delivery date

Sort by Time Zone

Atlas log

1. From the welcome screen, click action 2.type log
2. click ok

Florist Communication

Be clear, confident, and informed. ebvery detail matters.

Bloomnet Calls & Florist codes = know who youre speaking with and what rules apply Florist communicate through messages or calls.

BloomNet (P) Florist = Contracted florist Follows network guidelines

Universal (U) Florist = Independent florist Limited approvals apply

Florist Agreements -Where the order is going -Cutoff window (recipient timezone) -Delivery Dedlines -Communication Window

Florist Substitution Policy DRG = shape, size, and style of the arrangement mst be maintained Color= maintain shades and color combinations of the arrangement Type= Utilize similar type flower (spike for spike, round for round) substitution should be of equal value. Variety= prioritize variety over color in single variety arrangement. Container= Use containers listed in the DRG, paying particular attention to style and color. Codified= Never substitute codified products unless you receive the express consent of 1-800-FLOWERS.COM®

Delivery Delay Request = when a florist cant deliver today, communicate, confirm and care

Same DAy Delivery after Cutoff = Call and speak to 3 shops, making a maximum of 3 outbound calls, to find a shop that can deliver the order todayu.

Price Change Request = when a florist asks for a price

Write it Right

1. Replacement
2. Cancellation Message= a customer received the wrong item
3. Lack of Information= a florist receives a vague message with no context.

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, TLO, 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 set 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

More from the Florist's Point of View

Be Clear =Avoid "blind" and unclear messages that leave florists guessing. Be Thorough = Include what happened, what needs to be done, and why. Be Empathetic =Respectful detail saves time, avoids frustration, and protects the customer's experience.

Mercury and Bloomlink Message Entry (MME)

Florist Code

Message Type = The Message Type tells you what kind of message the florist sent. This will help you understand the situation at a glance.

Shop Code / Sequence Number = The Shop Code / Sequence Number tell you which shop is associated with the message.

MON order = MON 1 flow. You start with the Master Queue, resolve based on queue type, communicate with clarity, document fully, and close the issue.

1. Start in the Master Queue to focus on the highest-priority issues first.
2. Know your queues: ASK, ANS, REJ, TLO, and CMON — each has its own purpose
3. Communicate clearly and respectfully: Listen first, stay calm, and explain why and what needs to happen
4. Avoid blind messages: Give full context so florists can act without delays.
5. Document accurately: Notes should tell the full story — who, what, and when.
6. Close the issue once resolved to keep queues current.

Working ASK & ANS Queues

Florists use the ASK and ANS queues to share updates or ask questions about an order.

They will not deliver the order until they receive a response from us, so these issues must be worked quickly; ideally resolved on the first contact.

Florists could ask us about anything. As with any queue, always review the order details before responding:

Delivery Date: confirm timing and urgency Order Notes & History: check what actions have already been taken Message: see what other actions have been taken Special Instructions or Card Message: ensure accuracy before acting.

Florist Response Template = they help you quickly handle the common situation like cancellation, payment dispute, price changes, and substitutions, saving time and reducing errors. Standardized responses prevent confusion, avoid delays, and keep orders running smoothly for both florists and customers. Ask Ans Can

Decision Aids Making the right call = to guide quick, accurate choices when florist request a substitution, price change or delivery delay.

Substitution Guidelines = The product is of equal value and similar style = he color and design stay close to the original. = The item fits the occasion (never change sympathy products to vendor items).

Price Change Process = THe amount is within bloomnet $10 limit for same day delivery = florist follow guidelines in MON solution Matirix (KA-01676) =REmember to use template: KA-01838

Delivery Delay = the florist can deliver the next day. = the customer agrees to the delay

Handling Substitution

Steps to Decide and act correctly of Florist

1. Review the request
2. Follow the substitution Guidelines
3. if the request does not meet guidelines same-day-delivery- before cutoff
4. Document Everything
5. what do we never do? = if you are working on Sympathy order, NEVER change it to a vendor product.

Locating a Florist

WIR = the first place to look is the WIR

SZP = if there is no florist in the WIR use SZP to check for florist in surrounding zip code

Website = If you can't find any florists in surrounding zip codes using SZP, try to find one using Locate My Florist and Find a Florist.

No florist in Area = if after all searching you haven't found a florist, try to flip a GPT product.

PRice Change Message

1. Message to fulfiller
2. order change information to the florist
3. price change box and input new price of being paid out to the florist
4. message the florist explaining why there was a price change
5. send message

Delivery Delay

• Review the situation
• Customer Contact Process
• If the customer cannot be reached
• Documentation Standard
• Key Reminders = delivery delay must be limited to one day only.

Common ASK Issues = ASK message can include special cases that require extra attention.

1. Need Information = The florist is missing key details such as an address, phone number, or location clarification needed to complete delivery.

2. Posible Duplicate = The florist believes two identical orders were sent for the same recipient and needs confirmation before fulfilling.

3. Florist requesting payment = The florist is asking for payment on an order they fulfilled and needs confirmation or correction of the payment status.

Resolving Issues & Writing Clear Notes = completely and document every action clearly. very issue must be fully resolved before it leaves your queue.

Resolution Actions

1. Send a Response = Write your message and select SendMessage. Always end with "Thank you."

2. Delete a Message = Only when no response is needed (for example, florist sent "Thank you"). Supervisor approval required.

3. Send a Price Change = Adjust payment amount using the correct format, then send the message.

4. Set a Call Back = Use when waiting for customer response. Keep issue in the queue for follow-up.

5. Close the Issue = After completing all actions, ensure any open CSIs are closed.

Order Notes Standards Who= you spoke with (name and role) What= was discussed or agreed upon When= the action took place

GPT ASK Message = comes from shippers not florist

step 1. identify a GPT ask message = GPT ASK messages are sent by our shippers, not by florists. = You can identify these messages in the ASK queue by the word “EXPRESS” in the top right corner of the message screen. 2. do not contact the vendor = consult a supervisor before taking action 3. review and correct the order = review order details in ATLAS = complete a CSI- Order change to update the address =always confirm the product if still available in atlas before calling the customer = if the product unavailable, need to prepare alternative product suggestion. 4. contact the customer and provide option Delayed Delivery- Redelivery Next Day Delayed Delivery- Future Date = $15 savings pass Delayed Deliver- No product acceptable = issue a full credit and ensure the correct fault code Damaged Contents or Package =Follow the standard Damaged Order process outlined in the Knowledge Base. 5. complete the order = enter detailed order notes = deleting the customers message from the queue

Set a call back =Use when customer unreachable; don’t open CSI. Delete a Message =Only after completion with supervisor OK. Process a Delivery Delay = Customer approval required before change Vendor Ask = Never contact the vendor directly. Approve a Substitution = Must match value, style, and occasion

GPT ASK message require calm, clear communication. you are the customers link to resolution. act quickly, document clearly, and never contact the vendor directly.

ASK Escalation Queue

When to escalate = only certain scenarios should be escalated. Supervisor approval is requires to escalate.

How to Escalate an ASK Message & access the queue = escalating and accessing escalated message

Supervisor Responsibilities = Supervisors should follow these guidelines when the receive an escalated ASK message.

Documentation Requirements = Always document everything clearly and factually.

YES The shop tells us that the delivery driver accidentally ran over the recipient's mailbox. Should this issue be escalated to the ASK Escalation Queue?

NO If a shop asks for a substitution request, should this be escalated to the ASK escalation queue?

YES A shop mentions taking legal action against us or another party for some reason. Should this issue be escalated to the ASK Escalation Queue?

ASK Sub-Queues = 5 categories

1. ASK- not classified (Default) = Includes all messages that do not fit into the other sub-categories.

2. ASK- PRICE change = Includes all messages where a price change has been requested.

3. ASK-Cancel = Includes all messages where the ship has requested a cancelation.

4. ASK- SUBSTITUTION = Includes all messages where the shop has requested a substitution.

5. ASK- INFO = Includes all messages where the shop has requested more information in order to complete the order (i.e., Apartment number, phone number).

You can adjust the following: . Floral and Express buttons (from FPT to GPT) . Company Group using the dropdown list (far right, upper-corner) You can also select any of the ASK Sub-Menu categories using the dropdown in the upper, center of the screen. See the definitions for each category below,

ALL: Includes all orders that do not fit in the submenu categories below

VIP: Includes all orders that require Concierge" service

MCSI: Includes all orders that have multiple CSIs

SPECIAL: Includes all orders requiring "White Glove" service

REPLACEMENT: Includes all orders having already incurred at least 1 replacement

PREFERRED: Includes all orders from Preferred Shops

PREMIER: Includes all orders from Premier Shops

FRANCHISE: Includes all orders from Franchise Shops

Drag and drop the steps below into the correct order to show how you would resolve this issue in ATLAS. Scroll down to see all, and Submit.

1. Review the florist's message and the order details: delivery date, notes, and product information.
2. Identify what the florist needs: substitution approval.
3. Check the Substitution Guidelines to confirm if the request fits policy (equal value, similar style, same occasion).
4. Confirm the change with the customer. If approved, call or message the florist to approve the change and confirm next steps.
5. Update the order in ATLAS using the correct Substitution Approval Template.
6. Document complete order notes, including who you spoke with, what was approved, and why.
7. close the issue