" SCRIPT" SCRIPTS **SCRIPT FOR WRONG/ ISSUE IN DELIVERY * Redeliver, confirm the customer’s information, REP order and issue a $15 Savings Pass. * Note: If the customer information is correct, complete the REP by offering a similar product. * If the customer information is wrong, update REP order with the correct information. **Delivered Wrong: “I’m sorry to hear that (COSTUMER'S name) didn’t receive the gift that you intended them to receive. I will have a new gift sent out to (recipient’s name). May I collect some information so I can have that delivered?” “Also, I know that this is disappointing, and I’d like to send you a Savings Pass for $15.00. This can be used over the phone or online with any of our family of brands.” **Delivery Issue: Script: “I’m so sorry to hear that (recipient’s name) didn’t receive the gift that you intended them to receive. I will have a new gift sent out to (recipient’s name). May I collect some information so that I can have that delivered? Also, I know that this is disappointing, and I’d like to send you a Savings Pass for $15.00. This can be used over the phone or online with any of our family of brands.” **When leaving a voicemail message for the customer, use the following greeting: “Good morning/afternoon/evening, my name is (insert your name) calling from 1-800-Flowers.com. This is a message for (insert customer’s name).” When leaving a voicemail for the customer, use the following scripting: “We would like to speak to you regarding your order. Please reference (state order number) Please call us back at 1-866-521-8030. We are open 24 hours and any one of our specialists will be able to assist you. Again, our number is 1-866-521-8030.” Remember to leave detailed order notes and leave the CSI open while we wait for a customer callback. **FOREIGN OBJECT/ RED ALERT "I'm sorry to hear of this issue. I'll be happy to escalate this and someone will get back to you within 24-48 hours. Please keep any remaining product/containers as we may need you to send those back for further review." Note: Report of ants/insects in the box does NOT require a red alert. ​ "I am very sorry to hear there were insects found in your gift, unfortunately, sometimes they can get into the box during transit. I'll be happy to reship a new gift to your recipient and send you a savings pass. Will that be alright with you?"​ **CORPORATE ESCALATION If you receive one of these calls, attempt to resolve the customer's concern.​ If a resolution is not achieved, then the call should be warm transferred to the Priority Unit at (866) 257-7779. ​ Script: "I'm so sorry to hear about your experience. Please hold while I get you to our Executive Services team for immediate assistance." ​ No calls should ever be transferred to Jim or Chris without a Manager's approval or instruction. ​ If a customer requests corporate address information: ​ 1-800-Flowers.com is headquartered at: ​ 2 Jericho Plaza, Suite 200, Jericho, NY 11753 ​ Email: custservice@1800flowers.com "[Insert Customer Name], I've issued you a $15 Savings Pass which you will recieve within 1 week via email. Please be sure to use the code along with the PIN number provided to shop across our family of brands." "Is there anything else I can help you with? Thank you again for your business with [brand name]. Have a good day/night." thankyou again, i will take care of this issue https://1800flowers.tovuti.io/images/cehPUKg3qrL9PerqnB1cWcMWNTYwNDQ4ODA5NzEy/h5p/content/1854/images/file-672a6d9218032.png Suggested Scripting for call to Customer: "Hello, this is (your name) calling from 1800Flowers.com. Our florist has reached out to us regarding your order being delivered to (recipient name) and has informed us a gate code is required for entry to this development. Do you have that Gate Code?" Suggested Scripting for call to Recipient: "Hello, this is ( your name) calling from 1800Flowers.com. We have a flower delivery for you today, but we require the gate code for access to your development. Would you be able to provide us with that code?" RESOLUTION hello, my name is ____ im calling from 1800 FLOWERS.COM regarding order number ____ dated for___ to be delivered to ____ how are you today? (wait for and acknoledge customers response with appropriate tone) we have attempted to authorize your credit card payment and are not able to gain an authorization, may i verify your credit card number, and expiretion date. SPIELS VERIFICATION "2584: Confidentiality Policy for Chat, Social Media & Email If chat bot verification says ""True"", it's not necessary to verify again. If chat bot verification says ""False"", MUST verify." For verification, can you please verify your full name and address? Thank you for verifying all the information. Please give me a moment to check your order. Thank you for this information. Let me access your order and check this for you. Please give me one moment. TRANSFER TO SISTER BRAND *** PLEASE TRANSFER TO APPROPRIATE DEPARTMENT*** See IMPORTANT NUMBERS tab for REFERENCE Thank you for patiently waiting. Upon checking here, your order is from one of our sister brands and I'm afraid that I only have limited access here on my end. In order to resolve your issue to complete satisfaction today, I would like to transfer you to one of our qualified specialists who would be able to assist you. Would that be okay? IDLE SCRIPTS *** PLEASE USE THIS TO AVOID MARKDOWN IN PACING WHEN YOU ARE STILL PROCESSING CUSTOMER'S REQUEST*** Thank you for this information. Let me access your order and check this for you. Please give me one moment. Thank you so much for understanding. Please give me one moment to process this. I'm sorry that this took longer than expected. Please stay with me while I work on this for you. I'm almost done here. Please bear with me, I'll be needing another moment. Thank you for that information. Please wait for a moment while I'm checking your order. Thank you for patiently waiting and I'm really sorry for the long wait. You're welcome! Please give me a moment to process this for you. NON - RESPONSIVE 1 I'm afraid that we got disconnected as I have not heard from you in a while. Would you like me to keep this chat session open for you? If you have any further questions, please do not hesitate to start another chat or email us at priorityunit@1800flowers.com or call us at 800-468-1141 Thank you, and have a nice day! SURVEY SPIEL I appreciate your understanding. In the meantime, is there anything else I can help you with? You're very much welcome. Is there anything else that I can help you with? DELIVERY ISSUE EARLY DELIVERY "I apologize that you received your gift earlier than the date you expected. I would be glad to provide you with some storage instructions for the gift to last until the day you prefer this to use and refund back the delivery charge you have paid for this gift. LATE DELIVERY "I’m very sorry to learn that your gift arrived late. I would be glad to send an apology letter to your recipient and refund the delivery charges you paid for that gift. NON - DELIVERY "Thank you so much for reaching out to us. I sincerely apologize that you still have not received the item you purchased from us. We understand how important it is to you for your gift to arrive on time. I'll be glad to check what happened. "DELIVERED WRONG Thank you for reaching out to us. We appreciate your time letting us know that you have received a different item instead of what you have purchased. I would be glad to check on your order and process a replacement for the original item. STATUS CHECK "I appreciate your time to keep track of your order from us. I sincerely apologize for the inconvenience. I'll be happy to check your order and provide you with the most updated status. "Thank you for reaching out to us. We apologize for your dissatisfaction with *SPECIFY THE COMPLAINT*. I would be glad to check on that and make amends with you. PRICE DIFFERENCE - CATALOG AND WEBSITE I apologize that you can see different prices in our catalogs and in our website. Our catalogs are printed way earlier and ahead of time that is why the prices in the catalog was not updated. However, as a one-time courtesy, we will honor the price you have seen in the catalog and refund back the difference. PRODUCT INQUIRY Thank you for contacting us. I appreciate your interest in our products. I would be glad to check that item for you. ON HOLD CALL - can I put this call on Hold for 1-2 Minutes? so that I can check my resources? SPIELS Suggested Scripting for call to Customer: **GATE CODE "Hello, this is (your name) calling from 1800Flowers.com. Our florist has reached out to us regarding your order being delivered to (recipient name) and has informed us a gate code is required for entry to this development. Do you have that Gate Code?" "Hello, this is ( your name) calling from 1800Flowers.com. We have a flower delivery for you today, but we require the gate code for access to your development. Would you be able to provide us with that code?" **RESOLUTION hello, my name is ____ I'm calling from 1800 FLOWERS.COM regarding order number ____ dated for___ to be delivered to ____ how are you today? (wait for and acknowledge customers response with appropriate tone) we have attempted to authorize your credit card payment and are not able to gain an authorization, may I verify your credit card number, and expiration date. **SURVEY SPIEL I appreciate your understanding. In the meantime, is there anything else I can help you with? You're very much welcome. Is there anything else that I can help you with? **NON-RESPONSIVE SPIELS: I'm afraid that we got disconnected as I have not heard from you in a while. Would you like me to keep this chat session open for you? If you have any further questions, please do not hesitate to start another chat or email us at priorityunit@1800flowers.com or call us at 800-468-1141 Thank you, and have a nice day! **EARLY DELIVERY "I apologize that you received your gift earlier than the date you expected. I would be glad to provide you with some storage instructions for the gift to last until the day you prefer this to use and refund back the delivery charge you have paid for this gift. **LATE DELIVERY "I’m very sorry to learn that your gift arrived late. I would be glad to send an apology letter to your recipient and refund the delivery charges you paid for that gift. **NON - DELIVERY "Thank you so much for reaching out to us. I sincerely apologize that you still have not received the item you purchased from us. We understand how important it is to you for your gift to arrive on time. I'll be glad to check what happened. **DELIVERED WRONG Thank you for reaching out to us. We appreciate your time letting us know that you have received a different item instead of what you have purchased. I would be glad to check on your order and process a replacement for the original item. **STATUS CHECK "I appreciate your time to keep track of your order from us. I sincerely apologize for the inconvenience. I'll be happy to check your order and provide you with the most updated status. "Thank you for reaching out to us. We apologize for your dissatisfaction with *SPECIFY THE COMPLAINT*. I would be glad to check on that and make amends with you. **PRICE DIFFERENCE - CATALOG AND WEBSITE I apologize that you can see different prices in our catalogs and in our website. Our catalogs are printed way earlier and ahead of time that is why the prices in the catalog was not updated. However, as a one-time courtesy, we will honor the price you have seen in the catalog and refund back the difference. **PRODUCT INQUIRY Thank you for contacting us. I appreciate your interest in our products. I would be glad to check that item for you. **CANCELLING *If customer only wants credit card or email removal.