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easons a Florist May Call Us: 12-11 08:51 PM We may call a florist, but they may need to call us, too! Hover over each reason for more... ...ORDER PRICE CHANGE REQUEST SUSPECTED FRAUD BLOOMNET CALL Calling or Messaging a Florist ​ 12-11 08:50 PM It is essential that you know when you should message a florist or call them. Messaging a florist saves them precious time that they can use to fulfill our orders. Acceptable Call Times to call the Florist:​​7:00 AM - 6:00 PM (Mon thru... ...a florist is listed as a DNC, it means they should never be called and all inquiries should be sent via an ASK message. DNC - do not call FBO - fruit bouquets orders Enterprise Voice 12-12 03:01 AM Log In & Navigation Log In to Microsoft Dynamics 1. Click... ...start? Home Verification Steps: 1. Check the incoming call window for the customer name, intent, and the queue the call is coming in on. Hover over the #1 to see an... ...to tell if a caller is Verified or Unverified. VERIFIED CALLS - FOR THOSE WHO HAS A NAME OF THE CUSTOMER UNVERIFIED CALLS - FOR THOSE WHO CALLS THAT HAS NO NAME AND ONLY NUMBER Managing Calls Hold You may need to place a customer on hold to... ...tools to help them accurately. Wrap Up Concluding a call effectively ensures accurate documentation and sets up smooth future interactions. Mask You MUST mask the call when taking credit card info including the number,... ...new agent to provide context and information before the call is transferred. As the new agent, follow these steps... ...the Consult. 1. You will see a Consult come in as a call, press Accept. 2. You MUST manually change your presence to Do Not Disturb to prevent any other calls while you are consulting with another agent. 3.... ...and begin the transfer. 5. The Consult portion of the call is finished, click the Leave button. 6. Enter a... ...to begin speaking with the customer and proceed with the call. 2. Enter a Wrap-Up Code. 3. Click Save & Close to... ...name and immediately continue working toward resolution. CALL BACK FEATURE: The Callback Feature (Virtual Hold) in... ...to avoid long wait times by choosing to receive a call back instead of staying on hold. When activated, the... ...keeps the customer’s place in the queue and automatically calls them back when an agent becomes available. This enhances customer satisfaction and optimizes call center efficiency. ℹ️ This feature is in place for the following types of calls: Sales (enterprise) Service (enterprise) ... ...in verifying and protecting customer info Able to manage calls start to finish Equipped to personalize with... Setting up a Callback: 12-11 06:21 AM Setting up a Callback: Sometimes customers want us to call them back later. They may want us to provide an update... ...is the phone number on file, verify that this is accurate. CALL BACK DATE- here u can adjust the date o the callback. CALL BACK TIME- here u can adjust the time of the... ...customer recipient florist/vendor if they are the one who calling u. Leaving a Voicemail 12-13 05:57 AM When to Leave a Voicemail: Customer doesn’t answer a callback or follow-up call. You need additional information or verification.... ...service, or delivery. Important: When making an outbound call in Dynamics, make sure you are selecting the correct... ...morning/afternoon/evening, my name is (insert your name) calling from 1-800-Flowers.com. This is a message for... ...your order. Please reference (state order number) Please call us back at 1-866-521-8030. We are open 24 hours and... Other CSI Related Issues: Article KA-02000 12-11 06:26 AM Other CSI Related Issues: Article KA-02000 Important... ...to create our unique gifts; we ask that you:​Do NOT call them, instead send all inquiries via ASK... ...Bouquet shops only, which are designated as DNC (Do Not Call).​Inbound calls will not be accepted by the Fruit Bouquet shops... Leaving a Voicemail 12-11 06:22 AM When to Leave a Voicemail: Customer doesn’t answer a callback or follow-up call. You need additional information or... ...service, or delivery. Important: When making an outbound call in Dynamics, make sure you are selecting the correct... ...morning/afternoon/evening, my name is (insert your name) calling from 1-800-Flowers.com. This is a message for... ...your order. Please reference (state order number) Please call us back at 1-866-521-8030. We are open 24 hours and... Health/Injury, Property Damage, Mold & Foreign Object Form: 12-11 09:55 PM Health/Injury, Property Damage, Mold & Foreign Object... ...Object Form so you can effectively help customers who call in to report the following types of concerns that... ...moldy, the food had a chemical taste). If a customer calls to report an injury or potential hazard from one of... ...an apology for the incident and thank the customer for calling. -What to Say to the customer: "Thank you for calling to let us know of your experience. I am sorry that... Fraud Calls/Manual Service Form 12-11 09:58 PM Fraud Calls - Article KA-01810 Some customer calls may involve unrecognized charges or potential fraud.... ...determine when a transfer is needed and how to handle the call. Verify customer information and review recent... CSI Resolutions Screen: 12-13 05:56 AM CSI Resolutions Screen: Important Callouts- Detail Codes... ...up a Callback: Sometimes customers want us to call them back later. They may want us to provide an update... ...is the phone number on file, verify that this is accurate. CALL BACK DATE- here u can adjust the date o the callback. CALL BACK TIME- here u can adjust the time of the... ...customer recipient florist/vendor if they are the one who calling u. Refunds-Article KA-01684 12-13 06:00 AM Refunds-Article KA-01684 When issuing refunds or credits,... ...payment. We'll email a receipt within 24 hours. they make call bank institution once they not receive the refund or they may call our hotline regarding the refund orders. if the order... CSI Guidelines & ATLAS Guided Navigation: 12-11 06:19 AM Our CSI Guidelines are designed to be both fair and... ...not listed in ATLAS, you should always offer to call the recipient and apologize before moving into the... ...Review Article KA-03605 to learn how to offer apology calls. Other resolutions you may see... ...fully resolve a customer's issue. For example, a customer calls to check the status of their order. It is before... Executive Services Notes Indicator: 12-11 09:16 PM Executive Services Notes Indicator: All orders that should... ...the customer with the Executive Services number. For voice calls, perform a soft transfer to the Executive Services... Pyramid of Compensation - KA 01308 12-13 05:58 AM Remember to leave detailed order notes and leave the CSI... ...Factory. Replacement Always remember to offer an apology call to the recipient while you are presenting this... Order Notes Requirements: 12-11 08:56 PM Your order notes must contain ALL of the following... ...Issues: Florist Liaison - Article KA-03496 Customers may call to share feedback—positive or negative—about a... When to Use the Global Edit Button: 12-11 06:15 AM When to Use the Global Edit Button: The global edit button... ...ordered 10 fields of europe arrangments but the customer calls bavk and would like to do an order change it to 10... Handling Privacy and Data Removal Requests - 03560 12-11 09:57 PM Handling Privacy and Data Removal Requests -... ...Stop the sale or sharing of their information These are called Data Subject Access Requests (DSARs) and are... Quality Issue CSIs: 12-11 06:16 AM Low Perceived Value; This means the customer/recipient... ...or incorrect personalization Card- (offer to call the recipient to read the card message) Some... Winter Celebrations Thanksgiving, Christmas, Hanukkah, Kwanzaa, & Winter 12-11 10:13 PM Winter Celebrations Winter is a season full of... ...to the product recipe or date​No cancels​*Do not call or message a shop unless it will assist in a... ...(When Past the Cutoff) Step 1 - Greeting "Thank you for calling [BRAND]! My name is [ENTER YOUR NAME]. How may I...