spi-gvigi@1800flowers.com Offpeakhd12025! Go09392303510! 2108490353

Service tag:H0CF5G3 Service:37026162003

Service tag:25QW9V3 Service:4701071345

Service tag: Service:

===================================================== The customer contacted Harry and David to seek help applying a promo code. The order had already been discounted, but the agent said that management approved applying the promo code "BOGO50" anyway. The call ended with the customer thanking the agent for their help.

AOIs: 02. Capture all verification information-The agent did not undergo the proper verification process. If the customer is a verified caller, confirm their name and address. Example: Just to confirm, am I speaking to (Customer's name)? Do you still live at (their address)? If they are not verified, ask for their name and address. Example: For verification purposes, may I have your name and billing address, please?

Appropriate pacing-The agent did not respond within 2 minutes during every other interaction. Time stamp from 4:45 am to 4:49 am, and 4:52 am to 5:03 am.

======================================================== Den Mark Monte Alto Guest User 7a89a767-15b1-4942-892b-48fa2e78ca92: All Brands Chat

The customer contacted Harry and David to ask if the order she placed herself was successfully processed. The agent completed the verification process and, when clarifying the customer's concern about changing the date, the customer said, "I want you to FIND THE ORDER I spent all morning entering info for!" The agent then asked for the order number, but the customer ended the session.

AOIs: 03. Thank the customer for validating/providing the verification information-Agent should thank the customer whenever they supply us with new information; where appropriate. Note that after they provide their name, you must thank them with their name. Example: "Thank you, (Customer's name) for providing this information".

Appropriate pacing-The agent did not respond within 2 minutes during every other interaction. Time stamp from 12:09am to 12:12am and 12:18am to 12:22am.

Tips: 07. Clarify caller issue (reiterate inquiry for understanding)-The agent failed to clarify the customer's concern, which resulted in the customer's frustration. Listen carefully and analyze before clarifying the customer's concern.

Use correct coding- The agent did not select the correct wrap-up code.

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The customer contacted Harry and David about a double charge from their orders. The customer then reviewed everything on the account and said that it is just a preauthorization and none of the orders had been duplicated.

Appropriate pacing-The agent did not respond within 2 minutes during every other interaction. Time stamp from 9:42pm to 9:55pm
Utilization of proper hold technique-Holds should not impact the customer experience. Should not exceed 2 minutes, you may inform your customer that you need more time. Time stamp from 9:55pm to 10:08pm.

Antonette Laviste scoobydoo2669@gmail.com 4103910268 5960658630 Guest User 564a75ca-1524-4cd1-b0f7-a891831cf0b4: All Brands Chat

========================================= AOIs: 02. Capture all verification information-The agent did not undergo the proper verification process. If the customer is a verified caller, confirm their name and address. Example: Just to confirm, am I speaking to (Customer's name)? Do you still live at (their address)? If they are not verified, ask for their name and address. Example: For verification purposes, may I have your name and billing address, please?

Did agent make all appropriate sales offer?-The agent did not offer Telephone Special.

Tip: 03. Thank the customer for validating/providing the verification information-Agent should thank the customer whenever they supply us with new information; where appropriate. Note that after they provide their name, you must thank them with their name. Example: "Thank you, (Customer's name) for providing this information".

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The customer contacted Harry and David to place an order. The agent helped her place an order and ended the call thanking the customer for the help.

Thank the customer for validating/providing the verification information-Agent should thank the customer whenever they supply us with new information; where appropriate. Note that after they provide their name, you must thank them with their name. Example: "Thank you, (Customer's name) for providing this information".

Use appropriate celebratory/empathy statements-It is imperative to build rapport with the customer that you acknowledge the situation as soon as its been brought to your attention. Example: "Thank you for your interest with our products. Since you have me here, I would be more than happy to request a catalog for you."

Appropriate pacing-Dead air should not impact the customer experience. Should not exceed 15 seconds. Time stamp from 5:03-5:22.

Did agent make all appropriate sales offer?-The agent did not offer Telephone Special. When you ask if the customer wants to include a message, you may offer our personalized greeting card. Example: "Would you like to enclose one of our personalized greeting cards for only $5.99, or would you prefer the complimentary greeting on the shipping label?"

======================================================== Tip: 23. Did agent make all appropriate sales offer?-When offering the Telephone Special, you may include the previous price, the savings, and the sale price. Example: "As a thank you for calling today, I have the great pleasure of offering you our _______ at a discount of 50%. Would you like to purchase this delectable item for yourself or another recipient today?". And when you ask if the customer wants to include a message, you may offer our personalized greeting card. Example: "Would you like to enclose one of our personalized greeting cards for only $5.99, or would you prefer the complimentary greeting on the shipping label?"

The customer wanted to request for a catalog. The agent helped her and ended the call thanking the agent for the help.

Appropriate pacing-Dead air should not impact the customer experience. Should not exceed 15 seconds. Time stamp from 4:55-5:58, 6:47-8:25. Please note that if you need a minute to process the customer's information, you may inform the customer that you will place the call on hold to avoid a lengthy period of dead air.

AOIs:

Use standard greeting-A standard greeting should include branding of the company, your name, and offer assistance to the caller. The call is from Vital choice. Example : "Thank you for calling Harry and David. My name is Benjamin, how can I help you today?"
Thank the customer for validating/providing the verification information-Agent should thank the customer whenever they supply us with new information; where appropriate. Note that after they provide their name, you must thank them with their name. Instead of saying "Okay" after the customer provides information, you may thank the customer. Example: "Thank you, (Customer's name) for providing this information".
Use appropriate celebratory/empathy statements-It is imperative to build rapport with the customer that you acknowledge the situation as soon as its been brought to your attention. Example: "Thank you for your interest with our products. Since you have me here, I would be more than happy to request a catalog for you."
Did agent make all appropriate sales offer?-The agent did not offer Telephone Special.
Inquire if customer needs additional assistance- We should determine that all of the caller's needs have been addressed. After the concern has been addressed, you may ask if there is anything else you can help the customer with.
Proper closing-A standard closing should include an appropriate sentiment, and branding of the company (1800flowers.com, Cheryl's Cookies, The Popcorn Factory, etc.). Example: Thank you for doing business with Harry and David and have a wonderful day.

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The customer contacted Harry & David to place an order and apply the promotional code she received. The agent assisted her with placing the order and applied the promotional code. The call ended with the agent thanking the customer for her business.

Proper clarity of speech-agent should speak clearly, use proper grammar, avoid jargon, avoid slang, and avoid communication issues impacting the customer experience.
Did agent make all appropriate sales offer?-The agent did not offer Telephone Special in proper way.

Tips: 03. Thank the customer for validating/providing the verification information-Agent should thank the customer whenever they supply us with new information; where appropriate. Note that after they provide their name, you must thank them with their name. Example: "Thank you, (Customer's name) for providing this information".

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The customer contacted Harry and David to check the total of her previous order because she was satisfied and would like to order again. The agent helped her place an order, and the customer ended the call by thanking the agent for the help.

Use appropriate celebratory/empathy statements-It is imperative to build rapport with the customer that you acknowledge and apologize for the situation as soon as its been brought to your attention. Example: "That's awesome! Since you have me here, I would be more than happy to check your recent order and help you place an order today"
Appropriate pacing-Dead air should not impact the customer experience. Should not exceed 15 seconds. Time stamp from 3:15-4:05, and 4:44-6:05
Proper clarity of speech-agent should speak clearly, use proper grammar, avoid jargon, avoid slang, and avoid communication issues impacting the customer experience. Try to speak with your mouth wide open, and instead of saying "OK" when confirming something with the customer, you may say "Is that correct?" or "Would that be okay with you?"

Tip: 06. Avoid interrupting the caller-Allow the customer to speak and complete their thoughts before interjecting, and refrain from speaking over the customer. Does not include accidental interruption (by either party or due to phone delay), or interruption initiated by the caller. If you accidentally interrupted the customer, you may say "I am so sorry, please go ahead".

Assessment skills-If you are ever unable to pull up the customer's recent order, be honest and let them know you cannot access their previous order. For example: "I am so sorry, but the information I have gathered from you is not resulting in any order. However, if you would like, I would be more than happy to help you place a new order to see what the total would be, whether it is more or less."

======================================================== 05. Avoid unnecessary repetition-This would involve active listening and making note of what the customer is saying and asking. There is obvious repetition when the agent asks for the item number.

Clarify caller issue (reiterate inquiry for understanding)-Reiterate or confirm the inquiry to ensure you clearly understand. Statement can be paraphrased.
Use appropriate celebratory/empathy statements-It is imperative to build rapport with the customer that you acknowledge and apologize for the situation as soon as its been brought to your attention. Example: "That's awesome! Since you have me here, I would be more than happy to help you place an order for you"
Appropriate pacing-Dead air should not impact the customer experience. Should not exceed 15 seconds. Time stamp from 3:54-4:11, and 5:19-6:17.
Overcoming caller objections-The agent did not attempt to overcome caller objections in order to save the sale. You could suggest our Passport Membership Program to help reduce the delivery fee.

======================================================== 23. Did agent make all appropriate sales offer?-The agent did not offer Telephone Special. Here's a tip: Try copying some items from our Telephone Special or details about an item on sale from our website. This way, you'll have something to offer after you resolve your customer's concern.

The customer called Harry & David about the poor quality of the oranges she had just received. The agent tracked the order and processed a replacement. However, the earliest possible delivery was in January, which the customer declined. The customer then requested a refund, which the agent processed successfully. The call ended with the customer thanking the agent.

Proper clarity of speech-agent should speak clearly, use proper grammar, avoid jargon, avoid slang, and avoid communication issues impacting the customer experience.
Utilization of proper hold technique-Holds should not impact the customer experience. Should not exceed 2 minutes, you may inform your customer that you need more time. Time stamp from 7:09am to 7:16am and 7:21am to 7:27am.
Did agent make all appropriate sales offer?-The agent did not offer Telephone Special.
Utilization of proper hold technique-Holds should not impact the customer experience. Should not exceed 2 minutes, you may inform your customer that you need more time. Time stamp from 5:16am to 5:24am.
Use appropriate celebratory/empathy statements-It is imperative to build rapport with the customer that you acknowledge and apologize for the situation as soon as its been brought to your attention. Example: "That's awesome! Since you have me here, I would be more than happy to help you place an order for you"
Did agent make all appropriate sales offer?-The agent did not offer Passport Membership.

30.Confirm/summarize resolution/next steps-Agent advised order information will be emailed (Order number, total) and hours of delivery. If no email address, agent must provide order number and total.

The customer called Harry and David regarding the auto-renewal of their passport membership. The customer wanted it cancelled because she did not authorize the renewal. The agent then clarified that we can only submit a request, and the customer did not respond further before the agent disconnected the chat.

Utilization of proper hold technique-Holds should not impact the customer experience. Should not exceed 2 minutes, you may inform your customer that you need more time. Time stamp from 2:12pm to 12:18pm, and 12:20pm to 12:26pm.
Use correct coding- The agent did not select the correct wrap-up code.

The customer called Harry and David about an order that has a missing fruits. The call transferred to an agent and gave a replacement. The call ended thanking the agent for the help.

AOIs: 11. Appropriate pacing-The agent did not respond within 2 minutes during every other interaction. Time stamp from 12:34pm to 12:37pm.

Utilization of proper hold technique-Holds should not impact the customer experience. Should not exceed 2 minutes, you may inform your customer that you need more time. Time stamp from 12:49pm to 12:53pm
Capture all verification information-The agent did not undergo the proper verification process. If the customer is a verified caller, confirm their name and address. Example: Just to confirm, am I speaking to (Customer's name)? Do you still live at (their address)? If they are not verified, ask for their name and address. Example: For verification purposes, may I have your name and billing address, please?
Did agent make all appropriate sales offer?-The agent did not offer Telephone Special.

The customer called Harry and David to ask why she was still being charged for shipping while actively enrolled in our passport membership. The agent offered to call her back to help remove the delivery fee.

Appropriate pacing-The agent did not respond within 2 minutes during every other interaction. Time stamp from 12:09pm to 12:17pm, 12:19pm to 12:24pm, and 12:28pm to 12:31pm.

The customer called Harry and David about a charge of $21.99. The agent explained that it is not actually a charge, but just an authorization. The call ended with the customer thanking the agent for the information.

Capture all verification information-The agent did not undergo the proper verification process. If the customer is a verified caller, confirm their name and address. Example: Just to confirm, am I speaking to (Customer's name)? Do you still live at (their address)? If they are not verified, ask for their name and address. Example: For verification purposes, may I have your name and billing address, please?
Use appropriate celebratory/empathy statements-It is imperative to build rapport with the customer that you acknowledge and apologize for the situation as soon as its been brought to your attention. Example: "I'm sorry for the confusion. Since you have me here, I would be more than happy to check if you were actually charged $21.99."
Appropriate pacing-The agent did not respond within 2 minutes during every other interaction. Time stamp from 11:17am to 11:24pm.
Appropriate pacing-The agent did not respond within 2 minutes during every other interaction. Time stamp from 10:46pm-10:49pm, 10:50pm-10:53pm, and 11:16pm-11:20pm.
Resolution skills-

The customer initially contacted Vital Choice customer service but was connected to Harry and David by the assistant. The customer explained they had an issue with an old order of salmon burgers that had completely melted in their freezer, causing them to discard the entire case. The assistant apologized and offered to help by processing a replacement. The customer provided their phone number and billing address for verification, clarified the delivery address, and confirmed the order date as September 17, 2025. The assistant confirmed the order details and proceeded to process the replacement while placing the customer on hold briefly. After completing the replacement, the assistant informed the customer they would receive a confirmation email. The customer expressed gratitude and acknowledged the information. The call ended with the assistant mentioning a product promotion before concluding.

AOIs:

Use standard greeting-A standard greeting should include branding of the company, your name, and offer assistance to the caller. The call is from Vital choice. Note that if the call is from Vital Choice, you may say, ""Thank you for calling Vital Choice. My name is [Your Name]. How can I help you today?""
Appropriate pacing-Dead air should not impact the customer experience. Should not exceed 15 seconds. Time stamp from 4:10-4:55, 7:40-9:13, and 9:28-10:40.
Utilization of proper hold technique-Call holds should not impact the customer experience. Should not exceed 2 minutes, you may inform your customer that you need more time. Time stamp from 4:52 am to 5:00 am.

Tip:

Thank the customer for validating/providing the verification information-Agent should thank the customer whenever they supply us with new information; where appropriate. Note that after they provide their name, you must thank them with their name. Example: ""Thank you, (Customer's name) for providing this information"".

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AOIs:

Clarify caller issue (reiterate inquiry for understanding)-Reiterate or confirm the inquiry to ensure you clearly understand. Statement can be paraphrased.
Resolution skills-Agents should provide thorough, accurate resolutions aligned with CSI Guidelines, addressing all customer questions and concerns while collaborating with appropriate parties and following up as needed.

Tips:

Thank the customer for validating/providing the verification information-Agent should thank the customer whenever they supply us with new information; where appropriate. Note that after they provide their name, you must thank them with their name. Example: ""Thank you,

(Customer's name) for providing this information"".

Take all necessary actions-Correctly arranging redeliveries/replacements within the system if necessary and completing a CSI if needed. The agent should have pulled up the customer’s account using the phone number in IDM and changed the date to the customer’s preferred date.
Capture all verification information-The agent did not undergo the proper verification process. If the customer is a verified caller, confirm their name and address. Example: Just to confirm, am I speaking to (Customer's name)? Do you still live at (their address)? If they are not verified, ask for their name and address. Example: For verification purposes, may I have your name and billing address, please?
Capture all verification information-The agent failed the verification process. Please verify the agent's name and billing address as the proper way to confirm customer information. Example: ""May I please know your name and billing address?"" The agent applied a secure pause to the call before receiving payment information and did not resume recording after receiving payment information before ending the call.
Clarify caller issue (reiterate inquiry for understanding)-Reiterate or confirm the inquiry to ensure you clearly understand. Statement can be paraphrased.
Use appropriate celebratory/empathy statements-It is imperative to build rapport with the customer that you acknowledge and apologize for the situation as soon as its been brought to your attention. Example: "That's awesome! Since you have me here, I would be more than happy to help you place an order for you"
Did agent make all appropriate sales offer?-The agent did not offer Upsell, Passport, and Telephone Special.
Capture all verification information-Agent did not resume button after obtaining the payment information, Please note that we must resume the recording after obtaining payment information.
Thank the customer for validating/providing the verification information-Agent should thank the customer whenever they supply us with new information; where appropriate. Note that after they provide their name, you must thank them with their name. Example: ""Thank you, Renee for providing this information"".
Use appropriate celebratory/empathy statements-It is imperative to build rapport with the customer that you acknowledge and apologize for the situation as soon as its been brought to your attention. Example: ""That's awesome! Since you have me here, I would be more than happy to help you place an order for you""
Appropriate pacing-Dead air should not impact the customer experience. Should not exceed 15 seconds. Time stamp from
Did agent make all appropriate sales offer?-The agent did not offer Telephone Special in proper way. Example: ""Since you called in today, I have the great pleasure of offering you our _______ at a discount of 50%. Would you like to purchase this delectable item for yourself or another recipient today?""
Capture all verification information-Agent did not apply secure pause to the call before receiving payment information and began recording after receiving payment information before closing the call. Please note that we must pause the recording before receiving payment information.
Thank the customer for validating/providing the verification information -Agent should thank the customer whenever they supply us with new information; where appropriate. Example: ""Thank you for providing that information, Susan.""
Use appropriate celebratory/empathy statements-It is imperative to build rapport with the customer that you acknowledge and apologize for the situation as soon as its been brought to your attention. Example: ""That's awesome! Since you have me here, I would be more than happy to help you place an order for you""
Did agent make all appropriate sales offer? -The agent did not offer Telephone Special and Personalized Greeting Card.
Inquire if customer needs additional assistance- We should determine that all of the caller's needs have been addressed. After the concern has been addressed, you may ask if there is anything else you can help the customer with.
Thank the customer for validating/providing the verification information- Agent should thank the customer with their name whenever they supply us with new information; where appropriate.
Clarify caller issue (reiterate inquiry for understanding)-Reiterate or confirm the inquiry to ensure you clearly understand. Statement can be paraphrased.
Use appropriate celebratory/empathy statements-It is imperative to build rapport with the customer that you acknowledge and apologize for the situation as soon as its been brought to your attention. Example: ""That's awesome! Since you have me here, I would be more than happy to help you place an order for you""
Did agent make all appropriate sales offer?-The agent did not offer Telephone Special in proper way. Example: ""Since you called in today, I have the great pleasure of offering you our _______ at a discount of 50%. Would you like to purchase this delectable item for yourself or another recipient today?""
Proper closing-A standard closing should include an appropriate sentiment, and branding of the company (1800flowers.com, Cheryl's Cookies, The Popcorn Factory, etc.). The call was from Wolferman's Bakery. The agent ended the call using the wrong brand name.
Thank the customer for validating/providing the verification information-Agent should thank the customer with their name whenever they supply us with new information; where appropriate.
Use appropriate celebratory/empathy statements-It is imperative to build rapport with the customer that you acknowledge and apologize for the situation as soon as its been brought to your attention. Example: ""That's awesome! Since you have me here, I would be more than happy to help you place an order for you""

30.Confirm/summarize resolution/next steps-Agent did not advised the order information will be emailed (Order number, total) and hours of delivery. If no email address, agent must provide order number and total.

Capture all verification information-The agent failed the verification process. Please verify the agent's name and billing address as the proper way to confirm customer information. Example: ""May I please know your name and billing address?"" The agent applied a secure pause to the call before receiving payment information and did not resume recording after receiving payment information before ending the call.
Avoid unnecessary repetition-This would involve active listening and making note of what the customer is saying and asking. There is obvious repetition when the agent asks for the item number.
Clarify caller issue (reiterate inquiry for understanding)-Reiterate or confirm the inquiry to ensure you clearly understand. Statement can be paraphrased.
Use appropriate celebratory/empathy statements-It is imperative to build rapport with the customer that you acknowledge and apologize for the situation as soon as its been brought to your attention. Example: ""That's awesome! Since you have me here, I would be more than happy to help you place an order for you""
Did agent make all appropriate sales offer?-The agent did not offer Upsell, Passport, and Telephone Special.

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Inquire if customer needs additional assistance- We should determine that all of the caller's needs have been addressed. After the concern has been addressed, you may ask if there is anything else you can help the customer with.

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spi-gvigi@1800flowers.com Offpeakhd12025! Go09392303510! 2108490353