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Thank you for calling 1-800Flowers.com, this is Ann. How may I assist you today?
- delayed
- damaged
- wrong item
- did not meet expectation
Thank you for sharing your concern. I completely understand that your order has been delivered with poor quality condition. Please allow me to make things right for you.
Thank you for sharing your concern. I completely understand that your order hasn't arrive yet. Please allow me to make things right for you.
Thank you for sharing your concern. I completely understand that you receive a wrong item. Please allow me to make things right for you.
Thank you for sharing your concern. I completely understand that the item did not meet your expectations. Please allow me to make things right for you.
WHAT IS THE ISSUE?
To formally address your concern, may I have your full name, the recipient's name, and the order number please?
----------- Thank you for that information
List here: FN: RN: ON:
SAY "To make sure everything is perfect, please confirm your details I have here;
Your name is ---, with recipient's name ---. and the order number as#****. Did I get it right?
Thank you for confirmation. May I put you on hold for about 1 to 2 minutes so that I can review your account and let me check what I can do.
Thank you for patiently waiting (Name). Upon checking your account here I can confirm that your order (repeat the issue)
However, I am offering you a
REDELIVERY - "But do not worry, you will still have it today, I would like to reassure you that this flower will arrived with same-day delivery." (Wait for the response)
REPLACEMENT - "But do not worry, you will still received that similar beautiful flowers you normally selected and there's no additional cost for you." Would that be okay for you?
DELAYED: "That your order will be delayed for only 1 business day due to conflict with our transaction but will arrive tomorrow."
REFUND- Noted, I will process your full refund. You may receive email confirmation that you request for full refund. After that, you just need to wait for 1-2 business days for it to be successful. Would that be ok for you?
Thank you (name). For me to finally address this issue, may I please put the call on hold for 1-2 minutes. Would that be okay?
Thank you for patiently waiting (name).
I'm finally done processing your concern, here's the order number for you to track it time to time (REDELIVERY, REPLACAMENT)
I'm finally done processing your concern, your order update for order #*** will be delayed and I understand how important this is for you. However, expect it to be arrived with 1-2 business days as stated to the shipment information, kindly call us back if it did not arrived in expected date so we could assist you for better resolution. Would that be okay for you? (FOR DELAYED)
I'm finally done processing your concern, and for reaching out regarding your recent purchase of [Product Name]. I sincerely apologize that this product didn't meet your expectations. I have processed a full refund of $[Amount] to your original payment method. Please note that it may take 3-5 business days for the funds to appear in your account. We appreciate your feedback, which helps us improve. (FOR REFUND)
Closing Remarks: Have I addressed all of your concerns today? or is there anything else I can do for you?
I do apologize again for the inconvenience and thank you for doing business 1800Flowers.com. Again, this is Ann. Have a wonderful day!
CJWRIGHT4937@GMAIL.COM w01005975200062 Carla
Aaron Ficken 5798 e. Powers Ave. Greenwood Village, Co. 80111
JULIE HHGEMAN
1930 Rhode Island St. Lawrence, KS. 66046
365405069
SALES SCRIPT: FOR SALES: bfhm Opening Spiel: Thank you for calling 1800flowers.com. my name is Krizzie, how may I help you?
Sure, ____.You’ve come to the right place. I will be happy helping you to make that day extra special. To proceed may I have your first and last name please?
And your phone number and zip code please?
And who will be receiving this gift?
To check availability, may I know the recipient's zip code please?
Delivery date Could you provide the complete delivery address of the recipient please?
(If apartment, business, hospital, funeral) Is there an specific room or suite number?
Could you provide a contact number for the recipient?
To keep you posted on your order status, could you please share your email address? You'll receive a message as soon as the package reaches the recipient.
"Thank you for that information. Just to confirm your full name is, phone number, zip code, recipient's name, and delivery address" Is that correct?
(Name) Feel free to share if you have a specific product in mind, or I can show you our bestsellers!
Thank you for providing me/choosing your order, _> If you don't mind me asking may I put you on hold for about 1-2 minutes so that I can check that for you?
Hello, (name). Upon checking here on my end we have available product for that occasion and that will be (product). which of these options stands out to you?
Alright for that item, we have the size of small, medium, large. Let me know which size you want, (name).
For the (Product Name) in size (Size), it costs $(Price). Would you like to add this to your order?
Perfect! (Name), may I put you on hold for just 1-2 minutes while I process your order on my end? Would that be okay with you?"
To make the delivery even better, would you like to have add-ons? I can help you with that!
Would you like to include a personal message for the recipient? We can write it on a card for you. Just to ensure, your message will be "_" Is that correct?
Thank you for that information.
(Inform the item, size, add-ons, card message, and delivery date)
Whenever you're ready, we can proceed with the payment. Please rest assured that your personal information is fully protected and will be handled with strict confidentiality.
May I ask for your card number? And the expiration date? Are you the card holder? To ensure a smooth payment process, kindly provide the billing address registered with your bank. This helps us verify the transaction quickly. And the zip code please? To ensure your payment is properly recorded and a receipt is sent, could you please provide the email address associated with your bank account? Thank you for that information. Sorry for that. I am just double-checking to be sure, _. To summarize the order, your merchandise is $$. Please let me know if everything is correct so we can move forward.
Offer passport celebration (IF YES PRESS F2 AND PROMOTION DETAILS #96359) IF NO "Alright, I understand, _." (Name) We have an ongoing special promotion which will give you savings on this order and for all your future orders for 1 year. This is our passport membership program, that will give you free standard shipping. This can be used not only for 1800Flowers, but to all our family of brands like Harry & David, Cheryl's Cookies, The Popcorn factory and more. The membership is for only $29.99. Do you want me to enroll you right now? Is it okay to authorize and complete your order?
I'm happy to share that your order has been successfully processed! It is scheduled to be delivered on (Date). Is there anything else I can assist you with today?
Would you like to take note of your order number? This will help you track your package on our website whenever you’d like.
Your Order number is ##### would you like me to repeat it?
Closing spiel With that, (Name) Thank you for doing business with 1800Flowers.com. Again this is Krizzie, have a great day!