Offline Notepad View raw

Shared snapshot

script

https://inspiroinc-my.sharepoint.com/:x:/g/personal/mardick_bona_inspiro_com/EahXDdEkWA1MpO6JHimJiaEBJAR31EVM_eFo2eKIulDrtA?e=5SFsht

https://inspiroinc-my.sharepoint.com/:x:/g/personal/mardick_bona_inspiro_com/EU5NI-j8DyhBrpQ9pGPGewcBFQgJeUcD0SEvW1BF-A_08Q?rtime=fZIJf89u3Ug

https://inspiroinc-my.sharepoint.com/:x:/g/personal/mardick_bona_inspiro_com/IQAo8yRLRj2JTbnW06S76t-VAed3qnCQ28xvKd0qMAaU3tA?rtime=fb4_SgVK3kg

Openings

Holds and transfer

EAR

Late Delivery

Damaged or missing products

Incorrect orders

Billing

Technical issues

Survey

Closing

Frustrated customer

Agent: Hello thank you for calling 1800flowers.com. My name is cass. How may I help you?"

Customer: [States their issue or inquiry]

Agent: "I can help with that. Before we continue, may I please have your full name and a phone number in case we get disconnected?"

Customer: [Provides their information]

Agent: "Thank you, [Customer Name]. I understand that you are experiencing an issue with [restate the customer's problem in your own words to confirm understanding]. Is that correct?"

Customer: [Confirms the problem]

Agent: "Thank you for confirming. I apologize for the inconvenience this has caused. I will start working on a solution right away. Please bear with me for a moment while I look into this. Is it alright if I put you on a brief hold?"

Customer: [Agrees to be put on hold]

[Agent places the customer on hold, investigates the issue, or transfers the call if needed]

Agent: "Thank you for holding, [Customer Name]. I have a few options for you/Here are the next steps to resolve this issue: [explain the solution or next steps clearly]."

Customer: [Responds to the proposed solution]

Agent: "Will that solution work for you/Do you have any further questions or concerns today?"

Customer: [Confirms satisfaction or asks more questions]

Agent: "Great. Is there anything else I can assist you with today?"

Customer: [Confirms no further assistance is needed]

Agent: "Thank you for calling [Company Name], [Customer Name]. We appreciate your business. Have a great day!"

ORDER NEW NOTES - DELIVERY NOT ARRIVE

CUSTOMER CALLED COMPLAINED DELIVERY ISSUE NOT RECEIVE OFFERED REDELIVERY WITH 15SP CUSTOMER AGREED PROCESS THE REDELIVERY ISSUED THE 15SP CUSTOMER THANKED CLOSE CSI

Order number: first and lst name: recipients name: delivery date:

paalala ko lang guys, kapag tatanungin niyo yung card number ng costumer and expiration date. dapat naka pause yung recording sa dynamics. then after saka ulit iplay

  1. kapag delivery issue or quality issue, kapag hindi tinanggap ni costumer yung $15 savings pass and half refund. manager ovveride na yon. need ng manager consent para sa full refund

  2. kapag Costumer service- $15 savings pass

kapag Sales service - Celebration passport email address:

lagi niyo check email address kasi doon magsesend ng order verification

what would you recommend saka i want to place an order lang naman yan

ito pa pala, sa Sales service. base don sa courses after mag agree ni costumer na ma-avail yung celebration passport, sasabihin niyo yung terms and conditions nun ( pero dipende na lang sainyo if gusto niyo sabihin, parang hindi naman din nababanggit satin yon or napapansin nila mam)

HOW TO PLACE CELEBRATION PASSPORT PROGRAM:

  1. Add recipient
  2. First & Last name
  3. Contact number
  4. Zip code
  5. Address
  6. Email address
  7. F11
  8. Product Inventory ( nalimot ko name basta may Product yon)
  9. Search niyo sa product name " passport"
  10. Enter or F6 (search)
  11. Select celebration passport
  12. Base code
  13. 12mnths
  14. confirm

(I’m really sorry to hear that happened Thank you for letting me know and for your patience Don’t worry, I’m here to help and we’ll get this sorted out for you

Before we continue, may I please have your first and last name and a Recipient name and also the delivery date)

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

ANS When We Respond

TLO When We Call It Out

REJ When a Shop Can’t Deliver

Delivery Delay Request When a florist can’t 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 today.

If a shop can deliver today, transmit the order.

If no shops can deliver today, and it's within calling hours, call the customer for approval. If its outside calling hours send an email.

If you get voice mail, leave a detailed message, then approve the original shop's request.

SCRIPT

"Hi, this is [YOUR NAME] from 1-800-FLOWERS.COM. I am calling about order #[xxxxxxx].

I am so sorry to inform you that your order going to [RECIPIENT NAME] cannot be delivered on the date you requested. I understand that this is a very important gift, and I am so sorry that we did not deliver on our promise.

We have made every attempt to get your order delivered; however, all our florists are at capacity in your recipient's delivery area. We have scheduled delivery on [NEW DATE].

Please call us back at 866-521-8030 if you have any questions or concerns. Again, I am very sorry that this happened."

"Redelivery Request"

Scenario 1: Redelivery Request A florist needs clarification about a customer’s quality complaint. Which message helps them act fast?

Florist’s Reply: Can you explain why this needs to be redelivered? We already delivered the order yesterday.

Option A: Please redeliver order. Send confirmation as soon as possible. Thank you and have a nice day!

✅ Option B: Please redeliver this order due to a quality issue. Customer ordered a dozen Gerbera Daisies and received ten wilted flowers. Customer is disappointed and requests a full redelivery. Please confirm once sent

"Cancellation Message"

Scenario 2: Cancellation Message A customer received the wrong item. Which message communicates the issue clearly?

Message to the Florist: Please cancel this order.

Florist’s Reply: Denying cancel. Reason: This was delivered on 2/16 and signed for by the recipient. You can’t cancel at this late date. By: John C. MAS NO 50070139

✅ Better Option: Please cancel this order because the wrong item was delivered. Customer ordered Spring Tulips but received a Get Well arrangement. Customer declined redelivery. Thank you!

"Lack of Information"

Scenario 3: Lack of Information A florist receives a vague message with no context.

Message: Please cancel this order.

Florist’s Reply: DENYING CANCEL!!!!!! By Ed C. MAS NO 50073700

✅ Better Option: Please redeliver this order due to a quality issue. The recipient stated via email that the product was of poor quality and value and was very upset because the arrangement was a surprise. Customer stated that the arrangement contained many wilted flowers and the vase was cracked. Thank you!

Reminder ha:

If CCO, check if the order is GMA Cheryls. Please see example on how to identify it. Make sure to flag any tl's/supports available on what to mention to the customer. Please see what we should not do this orders. (I am on OFF)

❌️DO NOT process reshipments for these gifts,. Only partial refunds or full refunds are allowed. ❌️DO NOT apply or issue Savings Passes, promo codes, or Passport discounts on these orders. ❌️DO NOT waive the shipping charge no exceptions. ❌️DO NOT direct customers to the GMA, The View, or Live K&M websites for service-related issues ❌️DO NOT send regular customers to the GMA, The View, or Live K&M website to place orders. ❌️DO NOT change delivery/shipping dates on these orders ❌️DO NOT modify the Product SKUs/Gifts. The order must be canceled, and the customer must place a new one. ❌️DO NOT cancel an orderif it is already in production. NO changes can be made. ❌️DO NOT make any changes to the Sold To or Bill To sections

📞 SALES CALL SCRIPT

  1. Opening Spiel

“Thank you for calling 1800flowers.com, My name is cass. How may I assist you today?”

First and last name: Occasion : Order Number : Zip code :

  1. EAR (Empathize – Acknowledge – Reassure)

Empathize: “I completely understand why you’re reaching out.”

Acknowledge: “Thank you for sharing that with me.”

Reassure: “I’ll be happy to help you with that and make sure everything is taken care of.”

  1. Sales Call Flow

“May I know which product or arrangement you’re interested in today?”

  1. Verifying Personal Details

“Before we proceed, let me confirm your details to ensure accuracy.”

Occasion

“May I have your first and last name?”

May i have your ( Delivery) Home address?

“May I confirm your email address?”

“May I verify your contact number?”

  1. Recommend

“Based on what you’re looking for, I would highly recommend our [Product Name]. It’s one of our best-sellers, perfect for [occasion or reason], and customers love it for its [key feature/benefit].”

  1. If Rejected – Ask for Preferred Product

“No worries! What type of arrangement or product would you prefer instead? I’ll be happy to find the perfect match for you.”

  1. Finalize and Complete the Order

“Great choice! Let me gather a few details to process your order.”

  1. Card Message: “What message would you like to include on the card?”

  2. Recipient’s Name: “May I have the complete name of the recipient?”

  3. Home Address: “May I have the full delivery address, including landmarks if available?”

  4. Preferred Delivery Date: “When would you like this to be delivered?”

  1. Let the customer know you’re done processing

“Thank you. I have successfully processed your order. Let me give you a quick rundown.”

  1. Breakdown / Rundown of Order

“Here’s a summary of your order:

Product: [Arrangement Name]

Recipient: [Name]

Delivery Address: [Full Address]

Delivery Date: [Date]

Total Amount: [Price] Is everything correct?”

  1. OFA – Offer Further Assistance

“Have I addressed and resolved all your concerns today?”

  1. If none – Upsell / Celebration Passport Program

“Before I let you go, I’d like to share our Celebration Passport Program, which gives you unlimited free shipping, special discounts, and exclusive perks for all your future orders. It’s a great way to save if you send gifts often. Would you like to hear more about it?”

  1. Close the Sale + Offer Survey

“Thank you for choosing us today! We truly appreciate your time. If you receive a quick survey after this call, we’d be grateful for your feedback.”

  1. Closing Spiel

“Thank you for calling 1800flowers.com , Again My name is cass. Have a wonderful day!”

📞 SERVICE CALL SCRIPT (Warm & Genuine)

  1. Opening Spiel

“Hi, thank you for calling 1800flowers.com. My name is cass. How may i help you?”

  1. EAR (Empathize – Acknowledge – Reassure)

Empathize: “I’m really sorry to hear that happened.”

Acknowledge: “Thank you for letting me know and for your patience.”

Reassure: “Don’t worry, I’m here to help and we’ll get this sorted out for you.”

("Before we continue, may I please have your first and last name and a Recipient name and also the delivery date?)

May I please your order number?

Order number: First and last name: linda Recipient name: remite Delivery date: order number: W010059632006736

  1. Service Call

“I understand you’re calling about [briefly restate the concern]. Let me check your order so I can take care of this for you.” I’m sorry you’re experiencing this issue. Let me put you on a brief hold while I check your order and work to resolve the issue.

  1. Verifying Personal Details

May i please have your recipients name

“For the security of your account, may I please have your email address. ( first and last name, home address, recipient’s name, and) the order number?”

( First and last name:) ( Home Address: ) ( Recipient's name:)

Order number: Home address: Email address:

  1. Offer Options That Can Satisfy the Customer’s Needs

“Thank you for confirming those details. I apologize for the inconvenience. Let me review your order and find a solution for you

  1. Replacement “We can send a fresh or correct replacement right away.”

  2. Partial Refund “We can refund part of the amount as compensation.”

  3. Replacement + Refund “We can offer a replacement along with a partial refund.”

  4. Full Refund “If you prefer, we can give a full refund for the order.”

  5. Promo Discount “We can also give you a special discount code for your next online purchase.”

“Which option would you like to go with?”

  1. Set Expectations

Depending on their choice:

Refund: “Your refund is now being processed and will be applied to your original form of payment. Please allow up to 10 business days for it to reflect with your financial institution.”

Replacement: “I’ve gone ahead and processed your replacement. It will be delivered on or by [date]. You’ll also receive an update once it’s on the way.”

Promo Discount: “I’ve also added a special promo discount for your next order. You’ll receive it via email right after this call.”

  1. Breakdown / Rundown of Order Resolution

“Just to make sure everything is correct, here’s a quick summary of what we’ve done today:

Order Concern: [Concern]

Resolution: [Replacement / Refund / Combined / Discount]

Refund Timeline: Up to 10 business days (if applicable)

Replacement Delivery Date: [Date] (if applicable)

Promo Discount: Included

Does everything look good?”

  1. OFA – Offer Further Assistance

“Have I addressed and resolved all your concerns today?”

  1. If None – Upsell Celebration Passport Program

“Before I let you go, I’d love to share our Celebration Passport Program. It gives you unlimited free shipping, exclusive perks, and special discounts on all future orders. It’s really helpful if you send gifts often. Would you like to hear more about it?”

(10. Close the Call + Offer Survey

“Thank you so much for calling today. If you receive a quick survey after this call, we would really appreciate your feedback—it helps us improve our service.”)

  1. Closing Spiel

“Thank you for choosing 1800flowers.com . Again my name is cass, and I hope the rest of your day goes wonderfully.”

REFUND

Subject: Update Regarding Your Refund Request

Hi [Customer Name],

Thank you for reaching out to us, and I hope you’re doing well today.

I’m sorry to hear about your experience with your order, and I truly appreciate you giving us the chance to make things right. As requested, I’ve processed the refund for your order [Order Number].

Please allow [X business days] for the refund to be credited back to your original payment method. We’ll also send you a confirmation email once the transaction is completed.

If you have any other questions or need additional assistance, feel free to reply anytime. I’m here to help.

Warm regards, [Your Name] 1800Flowers.com

REPLACEMENT

Subject: Your Replacement Order Is on the Way

Hi [Customer Name],

Thank you for getting in touch with us. I’m truly sorry for the inconvenience you experienced with your previous order, and I appreciate your patience as we resolved this.

I’m happy to let you know that we’ve arranged a replacement for your order [Order Number]. Your new item is now being prepared for delivery and will be sent to [delivery address].

We’ll send you a follow-up notification once your replacement is out for delivery. If there are any updates or additional details needed, I’ll make sure to reach out right away.

Please don’t hesitate to email me if you have any questions. I’m here to help ensure you receive your order in perfect condition.

Warm regards, [Your Name] 1800Flowers.com

DELAYED

Subject: Update Regarding Your Delayed Delivery

Hi [Customer Name],

Thank you for reaching out, and I truly appreciate your patience.

I’m very sorry to hear that your order [Order Number] has been delayed. I understand how important it is for your item to arrive on time, and I apologize for the inconvenience this has caused.

I’ve checked the status of your order, and it is currently [brief update: in transit / awaiting courier update / preparing for dispatch]. We are coordinating closely with our courier team to ensure it reaches you as soon as possible.

I’ll keep monitoring your order and will provide you with an update once it is already out for delivery.

Thank you again for your understanding. If you have any other concerns or need further assistance, please feel free to reply anytime — I’m here to help.

Warm regards, [Your Name] 1800Flowers.com

FOLLOW UP

Subject: Follow-Up on Your Concern

Hi [Customer Name],

I hope you're doing well today. I’m reaching out to follow up on your concern regarding [briefly mention the issue or order number].

I just wanted to check in and ensure everything has been resolved on your end. If you still need assistance, feel free to let me know — I’m more than happy to help.

If I don’t hear back within [timeframe, e.g., 24–48 hours], I’ll assume everything is all set, but you can always reply to this email anytime if you need anything else.

Thank you for your time, and have a wonderful day ahead.

Warm regards, [Your Name] 1800Flowers.com

Quality Roll out

opening greeting listening skills soft skills/ emotional connection call handling skills

STATUS CHECK

Opening Spiel

“Thank you for calling 1800flowers.com, My name is cass. How may I help you?”

" Sure, I'll be happy to check that for you!

"May I have your order number or telephone number used to place the order please?

"Thank you. To make sure I got it correctly, its W01005929617570

"please give a moment to pull up the order.

"Thank you may I have your first and last name, your recipient's name and the delivery date of your gift?

"Thank you samantha, for veryfying all the information needed. Allow me to place the call on hold for a minute or two to review your order and check the status.

"Thank you for patiently waiting on the line samantha, after reviewing your order, I saw that your order was delivered to your recipient on December 27th.

"Now that we have everything set, is there anything else I can help you with?

"You're welcome Samantha and thank you again for doing business with 1800flowers.com Have a nice day!

DELIVERY ISSUE

Thank you for calling 1800flowers.com, My name is cass. How may I help you?

I'm calling because you delivered my gift earlier that I expected. My sister and her daughter were suppossed to receive it by the 29th but you delivered it on the 27th.

I'm sorry your gift arrived ealier than expected And I'll be happy to look into this for you.

May i have your order number? its 343329043

Just to confirm your number is 343329043. is this correct?

I was able to pull an order and to verify, may I have your first and last name please?

Thankyou samantha for verifying all the information needed, would you mind if I place this call on hold for a minute or two while I review your order.

Thank you for patiently waiting samantha. I have reviewed your order and the reason we delivered your order early because the delivery date on the 27th of December.

-Partial credit- Amount of service fee + $15 savings pass

Offer a $15 savings pass to make things right.

CHAT SCRIPT 18f

Hello, (cx NAME)! Thank you for contacting 1-800-Flowers.com. My name is Cass and I will be happy to assist you. Please give me 1-2 minutes to review your chat with the virtual assistant.

WORKING ON MON - ASK QUEUE//TERRIS FLORIST SENT US A MESSAGE STATING Requested Price: $79.99//SENT MESSAGE TO THE SHOP AND APPROVED THE PRICE CHANGE WITH SUP ID 13810

(480) 625-9374 Hello jose Good morning, my name is Cass calling from 1-800-FLOWERS.COM. This is a message for jose Am i speaking with jose We would like to speak to you regarding your order 361406002

We regretfully had to reschedule the delivery for today in order to ensure that your recipient receives something beautiful and fresh.

If you would like to give us a call back, you can do so by calling 1-866 521-8030 and providing your reference number (state order number). Thank you"

"I’m calling to update you on the status of your order. I want to ask permission from you to have this order delivered tomorrow instead. This is because the order was received a little late by the florist and the driver already left to deliver. The good thing is, we can guarantee delivery of this fresh and wonderful arrangement to your recipient tomorrow. "

WORKING ON MON - ASK QUEUE//1-800 FLOWERS GREENROSE DNC sent us a message stating PLEASE ADD AN ADDITIONAL $12.99 FOR REDELIVERY, THANK YOU SM. called customer assisted with sup id 15247 to ask permission for the delivery today but routed to voicemail.LEFT DETAILED VOICE MESSAGE. SENT MESSAGE TO THE SHOP THAT WE ARE STILL GATHERING THE INFORMATION

WORKING ON MON - ASK QUEUE// FLOWERS BY DESIGN TX P sent us a message stating Please include the price for the bear. the price of cuddly plush stuffed animal is $19.99 send message to the shop with sup id 15247

(913) 284-4550 Hello My name is cass calling from 1800flowers.com CHRISTOPHER We would like to speak to you regarding your order 361420246

I’m calling to ask you of your order since the florist sent us a message stating that the building is all doctors offices we need to know which office to take to. We want to make sure that order gets delivered on time and the information is correct

Nina Chowdhury, gastrointestinal office. GI

Please call us back at 1-866-521-8030. We are open 24 hours and one of our specialists will be able to assist you. Again, our number is 1-866-521-8030 and your reference number is 361420246 Thank you.

WORKING ON MON - ASK QUEUE// COGGINS FLORIST sent us a message stating THIS BUILDING IS ALL DOCTORS OFFICES. WE NEED TO KNOW WHICH OFFICE TO TAKE IT TO. called customer to ask what the exact office. customer provide Nina Chowdhury, gastrointestinal office. GI. send message to the shop with sup id 15247

WORKING ON MON - ASK QUEUE// JERRYS FOR ALL SEASONS FLORAL P SENT US A MESSAGE please let me know. CHECKED OTHER SHOP ON WIR. FOUND MIDWAY FLORIST AND GARDEN CENTER. SENT CAN MESSAGE TO THE PREVIOUS SHOP. RESENT THE ORDER TO THE NEW SHOP. DELETING MESSAGE ON QUEUE WITH SUP ID 15247

  1. 961-9880 ANDY Hello My name is cass calling from 1800flowers.com

We would like to speak to you regarding your order 361391880

I’m calling you to update you on the status of your order. since the florist sent us a message stating that the address was incorrect may we know the exact address of the recipient so we can sure a succesful delivery. We want to make sure that order gets delivered on and the information is correct

  1. Martin Luther King Blvd. APT 418

Please call us back at 1-866-521-8030. We are open 24 hours and one of our specialists will be able to assist you. Again, our number is 1-866-521-8030 and your reference number is 361391880

WORKING ON MON - ASK QUEUE// 1-800 FLOWERS FRENCH BOUQUET sent us a message stating please provide a proper response as soon as possible. called customer to get the exact address. customer provide the exact address. send message to the shop with sup id 15247

(714) 504-3151 PATRICIA Hello My name is cass calling from 1800flowers.com

We would like to speak to you regarding your order 361417743

I’m calling to update you on the status of your order. Our florist sent us a message stating they talked to hospital and they dont have any patient under that name you provide So We want to make sure that order gets delivered on time and the information is correct. May we know the right name of the recipient?

Please call us back at 1-866-521-8030. We are open 24 hours and one of our specialists will be able to assist you. Again, our number is 1-866-521-8030 and your reference number is 361417743 thank you

WORKING ON MON - ASK QUEUE//1-800 FLOWERS \ CONROY NEWPORT BEACH sent us a message stating I just talked to hospital, and they dont have any patient under that name. called customer assisted with sup id 15247 to ask what the right name of the recipient. but routed to voicemail.LEFT DETAILED VOICE MESSAGE. SENT MESSAGE TO THE SHOP THAT WE ARE STILL GATHERING THE INFORMATION

there is no apartment number as per customer but the delivery instructions was already send to you together with the contact number of recipient just bring the flower on the office as per recipient Thank you

WORKING ON MON - ASK QUEUE// VELDKAMPS sent us a message stating PLEASE PROVIDE APARTMENT NUMBER. upon checking there is no apartment number as per customer but the delivery instructions was already send to you together with the contact number of recipient just bring the flower on the office as per recipient send message to the shop with sup id 15247 multiple touch

WORKING ON MON - ASK QUEUE// FAIRFAX MDC DNC sent us a message stating OUR DRIVER COULD NOT FIND THE ADDRESS. PLEASE VERIFY ADDRESS AND ADVISE.THANKS. upon checking the order was already delivered delete message from the queue with sup id 15247

  1. 615-9838 CATHY 865 985 4172 Hello My name is cass calling from 1800flowers.com

We would like to speak to you regarding your order 361426965

I’m calling to update you on the status of your order. We want to make sure that order gets delivered on time and the information is correct. May we know the room number of the recipient?

just the regular hospital. Room ten 1002

just the regular hospital. Room ten 01002

Please call us back at 1-866-521-8030. We are open 24 hours and one of our specialists will be able to assist you. Again, our number is 1-866-521-8030 and your reference number is 361426965 thank you

WORKING ON MON - ASK QUEUE// CROUCH FLORIST sent us a message stating NEED ROOM NUMBER. called customer to ask what the room number. customer dont know. called hospital gave the room number of the recipient the room number is 1002 send message to the shop assisted with sup id 15247

  1. 380-7923 JEREMY Hello My name is cass calling from 1800flowers.com

We would like to speak to you regarding your order 361371978

I’m calling to update you on the status of your order. We want to make sure that order gets delivered on time and the information is correct cpuld you please verify the exact address it is residence or church? May we know the exact address of the recipient?

residence

Please call us back at 1-866-521-8030. We are open 24 hours and one of our specialists will be able to assist you. Again, our number is 1-866-521-8030 and your reference number is 361371978

WORKING ON MON - ASK QUEUE// ENCHANTED COTTAGE FLORAL AND GIFTS sent us a message stating IS THIS A CHURCH OR RESIDENCE???. called customer to verify the address. customer said its a residence. send message to the shop with sup id 15247

(832) 931-6916 MARK Hello My name is cass calling from 1800flowers.com

We would like to speak to you regarding your order 361375082

I’m calling to update you on the status of your order. We want to make sure that order gets delivered on time and the information is correct since our florist asking what is the correct address May we know the exact address of the recipient?

Please call us back at 1-866-521-8030. We are open 24 hours and one of our specialists will be able to assist you. Again, our number is 1-866-521-8030 and your reference number is 361375082

Hello, Thank you for contacting 1-800-Flowers.com. My name is Cass and I will be happy to assist you. Please give me 1-2 minutes to review your chat with the virtual assistant.

Thank you for patiently waiting. We apologize for what happened with your order. I’m more than willing to process a redelivery at the earliest available time at no additional cost. Since we also want to make up for the inconvenience, we will send a $15 Savings Pass via email good for your next purchase with us. How does that sound?

I am sorry that the arrangement did not meet your expectations. I will be more than happy to process a full refund for you. Please know that an exclusive $15 savings pass is still on its way to you and you can use this on your next purchase. Please give me a minute or two to complete this.

working on chat// customer want a refund because order did not meet their expectation/offer a redelivery with $15 savings pass but the customer declined/ offer a redelivery with $15 savings pass and free shipping/ but the customer still want a full refund/ processed a full refund assisted by sup id 15247 csi closed csi closed

I hope you are extremely satisfied with the service that I provided today. At the end of this chat, you will receive a survey link asking you to rate your experience with me, and your experience with Cheryl's. Please click the link you'll find at the bottom of this window when our chat ends. Thank you for chatting with Cheryl's and have a good day! If you need further assistance please feel free to reach out again.

Thank you for reaching out to us. We did not receive enough information to access your order. Please provide us with the information requested below.

Order number if available: Your name: Your email address associate with membership: Your phone number:

We apologize for the inconvenience and look forward to serving your gifting needs in the future."

  1. 722-7900 JAMES Hello My name is cass calling from 1800flowers.com

We would like to speak to you regarding your order JAMES

I’m calling to update you on the status of your order. our florist sent us a message stating that there is no information on funeral websites, they called and dont have any information to verify could you please vefiry the deceased name and also that date and time of visitation We want to make sure that order gets delivered on time and the information is correct. May we know the exact address of the recipient? How about the time of the service? Lastly, do you have their phone number?

WORKING ON MON - ASK QUEUE// CHICAGO MDC DNC sent us a message stating There is no information on funerals website - we called funeral home and they dont have any information either - please verify the deceased name, date and time of visitation. Thank you. called customer to get the information but routed to voicemail.send email to the customer. send message to the shop assisted by sup id 15247

We would like to inform you that, our shop send us a message and we want to verify the deceased name and also the date and time of visitation We want to make sure that order gets delivered on time and the information is correct.

Please call us back as soon as possible at (866) 521-8030 so we may resolve this completely. We apologize for any inconvenience this may have caused, and we look forward to hearing from you soon.

(206) 200-4785 JEFFERY Hello My name is cass calling from 1800flowers.com

We would like to speak to you regarding your order 361318734

I’m calling to update you on the status of your order. our shop message us that the phone number of the recipient is not avilable could you please provide the another phone number of the recipient would that be okay? We want to make sure that order gets delivered on time and the information is correct.

its

Please call us back at 1-866-521-8030. We are open 24 hours and one of our specialists will be able to assist you. Again, our number is 1-866-521-8030 and your reference number is 361318734

WORKING ON MON - ASK QUEUE// WITHERS GREENHOUSE sent us a message stating Please provide the following Recipient Contact information:we need another phone number for the recipent. this one is NOT available.called customer assisted with sup id to get the another phone number. provide the recipient phone number. send message to the shop.

(614) 239-3677 DIANA Hello My name is cass calling from 1800flowers.com

We would like to speak to you regarding your order 360426942

I’m calling to update you on the status of your order. our shop message us that the address provided is not valid So may i have the valid address of the recipient please?

Please call us back at 1-866-521-8030. We are open 24 hours and one of our specialists will be able to assist you. Again, our number is 1-866-521-8030 and your reference number is 360426942

WORKING ON MON - ASK QUEUE// 1-800 FLOWERS GREENROSE DNC sent us a message stating please provide a valid address, the address provided is not valid, thank you sm.called customer to get the valid address. but routed to voicemail. send email to the customer. send message to the shop assisted by sup id 15247

(802) 272-1542 Hello My name is cass calling from 1800flowers.com

We would like to speak to you regarding your order 361318220

I’m calling to update you on the status of your order. our shop message us that they need a building number if its okay to you may i please have the building number

Please call us back at 1-866-521-8030. We are open 24 hours and one of our specialists will be able to assist you. Again, our number is 1-866-521-8030 and your reference number is 361318220

WORKING ON MON - ASK QUEUE// OAK GLOW FARM sent us a message stating Building number required for delivery. called customer to ask what is the building number. but routed to voicemail.LEFT DETAILED VOICE MESSAGE. SENT MESSAGE TO THE SHOP THAT WE ARE STILL GATHERING THE INFORMATION assisted with sup id 15247

(951) 316-3613 PEDRO
Hello My name is cass calling from 1800flowers.com

We would like to speak to you regarding your order 361437702

I’m calling to update you on the status of your order. I want to ask permission from you to have this order delivered tomorrow instead. This is because the order was received a little late by the florist and the driver already left to deliver. The good thing is, we can guarantee delivery of this fresh and wonderful arrangement to your recipient tomorrow.

Please call us back at 1-866-521-8030. We are open 24 hours and one of our specialists will be able to assist you. Again, our number is 1-866-521-8030 and your reference number is

WORKING ON MON - ASK QUEUE// CONROYS FLOWERS F-24 RANCHO CUCAMONGA DNC sent us a message stating DRIVER IS ON THEIR LAST ROUTE MAY WE DELIVER TMRW. called customer to ask permission to deliver the order tomorrow. customer agreed send message to the shop with sup id 15247

Thank you for reaching out to us. We're very sorry your order did not meet expectations. We're fully committed to our 100% Smile Guarantee, and have scheduled a redelivery on 12/31/2025 with the new order number 361442593 , at no additional cost to you.

We've also issued you a $15 Savings Pass, good towards your next purchase, which will arrive via email within one week.

Our guaranteed delivery hours are from 9 am to 8 pm going to residences, and 9 am to 5 pm going to businesses. Rest assured that it will be delivered as early as possible. You will receive an email notification once your order is out for delivery and a delivery confirmation once your order gets delivered.

Again, we apologize for any inconvenience this has caused and hope you'll let us deliver another smile for you soon!

working on email//customer emailed and complains about quality issue/ processed a replacement send email to the customer for the confirmation closed csi with sup id 7162

WORKING ON MON - ASK QUEUE//THE FLOWER BAR SENT US A MESSAGE STATING Hello to deliver this arrangement as well as to fill to the recipe given we will need an additional $20. Thank you. SENT MESSAGE TO THE SHOP AND APPROVED THE PRICE CHANGE WITH SUP ID 1477