Flow of CSI-Monde

Greetings: Thank you for calling 1800flowers.com. This is Raymond, how may I assist you today?

E. A. R: I'm sorry for the inconvenience. Let me assist you with your concern. I'm sorry to hear that I'm sorry for the inconvenience that it caused you that... I see that you are having trouble...

Don't worry I'd be happy to help you with that.

To better assist you, may I please have your order number?

Thank you for giving the order number, let me repeat it, to know if I got it right.

Order Number :

Okay let me have a second while I'm checking your order.

Thank you for waiting.

I was able to pull up the order, and to verify may I have your name, recipient's name please and the delivery date.

Verification of Details: For verification, are you...

Thank you ( NAME ) 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 that.

Notifying the customer about the concern: Thank you for patiently waiting (Name), I have reviewed your order and I'm sorry for that your order...

Resolution: I completely understand you, again I'm sorry for the inconvenience, I would like to offer you a redelivery with no additional charge and $15 savings pass, how does that sound?

How about...

Please give me a moment to process the...

E. A. R.: Again, I'm sorry for the (trouble, inconvenience, frustration), but don't worry I'm happy to let you know that I've taken care of that. And you will receive an email within (the standard time) about the...

Have I addressed and resolved all of your concerns today? Aside from your concern is there anything I can help you with?

Do you have a pen and paper or something you can right down your new order number?

Thank you for having business with 1800flowers.com. Again my name is Raymond. Have a great day!

Order Notes: after CSI close. Lastly Wrap up the call

CELEBRATION PASSPORT

Thank you. I'm seeing here that the shipping fee is $(AMOUNT), but you know what, (NAME)? You actually don't have to pay for regular shipping each time you place an order with us. What's even better is I can help you save a lot of money each year. Would you like to hear more about this?

That's great! We offer Celebration's Passport, which is a fantastic way to save! As a member, you'll enjoy free regular shipping for an entire year-all for just $19.99. And the best part? This benefit extends beyond 1800flowers.com; it works across our entire family of brands. It's a great way to save on future orders. Would you like to take advantage of it?

Allow me to share an easy way to save money all year round. Our Celebration Passport Program frees you from standard shipping and service charge payments on eligible products from our family of brands. The introductory price is only $19.99, and discounts start today. Would you like to take advantage of this and add this to your order?

A perfect choice! Allow me to process your Celebrations Passport right now, a moment please.

ORDER CANCEL SPIEL

Thank you for patiently waiting. I understand, and I know that you want to cancel this. I can process that, however, I would like to give you some options that you might want to consider. How about we reroute this order to a different recipient for any upcoming occasion. Would that work better than cancellation?

IF STILL WANT TO CANCEL

Not a problem. I will now process the cancellation of this order, please give me a moment to complete the refund.

Thank you for your patience. I’ve processed the cancellation of your order and issued a full refund of $00.00. Your refund is being processed and will be applied to your original form of payment. The receipt of your refund has been processed, and you should receive it within 24 hours. Again, we sincerely apologize for the inconvenience.

FOR STATUS CHECK

Thank you for waiting! I've checked your order and it shows that it is currently in transit. I'm afraid that we are unable to guarantee a specific time of delivery. Your order is being delivered by FedEx and we do not have direct access on the shipment. I apologize for the inconvenience. Our guaranteed delivery hours are from 9 am to 8 pm going to residences, and 9 am to 5 pm going to businesses. You may track your package at Fedex.com. Your tracking number is XXXXX.