📞 Call Flow: Spoiled / Poor Quality / Didn’t Like 📞 Call Flow: Damaged Item 📞 Order Change – Call Flow Step 1: Acknowledge & Apologize Step 1: Acknowledge & Apologize Step 1 – Acknowledge Agent Script: Agent Script: 🗣️ “I understand you’d like to make a change to your order — I’ll be happy to check this for you.” “Thank you for bringing this to our attention. I sincerely apologize for the spoiled items/item/poorquality/not meeting your expectation — we always want your gift to arrive fresh and enjoyable. Let me take care of this for you.” “I’m so sorry to hear your order arrived damaged. That’s not the experience we want for you or your recipient. Let me take care of this right away.” Step 2 – Retrieval Process Step 2: Retrieval Process – Determine Verification Step 2: Retrieval Process – Determine Verification Determining Whether the Caller is Verified or Unverified Check MSD Window Panel Check MSD Window Panel: Policy Change: If Microsoft Dynamics shows the Full Name + Phone Number, the caller is considered verified. If Full Name + Phone Number appear → Caller is Verified. If Full Name + Phone Number appear → Caller is Verified. Email address is not required as part of verification. Do NOT ask to verify. Do NOT ask to verify. ✅ When verified → Do NOT ask them to verify their information. Instead, use soft confirmation to ensure you’re speaking with the correct person. Use soft confirmation instead: Use soft confirmation instead: Example Verbiage: Agent Script: Agent Script Example: 🗣️ “Am I speaking with(name visible in MSD) ? Are you still on (mention the billing address of the customer) Is your email ___?” Am I speaking with(name visible in MSD) ? Are you still on (mention the billing address of the customer)? Is your email still __?” Am I speaking with(name visible in MSD) ? Are you still on (mention the billing address of the customer) Is your email still kathy@gmail.com?” (If no email is shown): (If no email is shown): “May I add your email address so I can send your order confirmation?” (If no email is shown): “May I add your email address so I can send your order confirmation?” 🗣️ “May I add your email address so I can send your order confirmation?” If information doesn’t match or is missing → Caller is Unverified. If name is incorrect or information is missing → Caller is Unverified. ❌ If the information does not match or is missing → Caller is Unverified. Follow normal verification process: Follow normal verification process: 👉 Follow the normal verification process: For Customer: Ask for name + billing address Customer: Ask for name + billing address Ask for Customer Name + Billing Address For Recipient: Ask for name + shipping address Recipient: Ask for name + shipping address Ask for Recipient Name + Shipping Address Step 3: Resolution Options (Based on Condition of Item) Step 3: Resolution Options (Decision Path) Step 3 – Verification Process 1 Less than 50% spoiled → Partial Replacement 1 Less than 50% Damaged → Partial Replacement Check the status of the item in SSC. “Since some of the items are still in good condition, I’d be happy to arrange a partial replacement for you.” Agent Script: ✅ If the system allows the change → Inform the customer that the change will be made. 2 More than 50% spoiled → Full Replacement (same or comparable item) “Since part of the order is still in good condition, I can send a partial replacement for the damaged portion.” ❌ If the system does not allow the change → Inform the customer that the change is no longer possible. “I understand. In this case, I’ll send a replacement of the same or a comparable item to make this right.” 2 More than 50% Damaged → Full Replacement (same or comparable item) Agent Scripts: 3 Customer does not accept a replacement → Refund Item Agent Script: If change is allowed: “If a replacement doesn’t work for you, I can process a refund for the item instead.” “I completely understand. I’ll arrange a full replacement of the same or a comparable item so your gift arrives as it should.” 🗣️ “I’ve checked, and we can still update your order. I’ll go ahead and make the change for you now.” 4 Final Gesture → Apology Call or Letter to Recipient 3 If Customer does not accept a Replacement → Refund Item If change is not allowed: “As an additional step, I’d also like to send an apology call or letter to the recipient, so they know how much we care about making this right.” Agent Script: 🗣️ “I’ve checked the system, and unfortunately, changes can no longer be made to this order at this stage.” Step 3.5: Summarizing & Goodwill Gesture “If a replacement doesn’t work for you, I can process a refund for the item instead.” If customer insists after denial: Agent Script: 4 Final Gesture → Apology Call or Letter to Recipient 🗣️ “What we can do is allow the current order to ship as is, and then I can arrange a replacement to reflect the changes you’d like. Would that work for you?” “Let me quickly summarize the details of what we’ll be doing for you today [summarize resolution]. Agent Script: Step 4 – Summarize To express our appreciation for your understanding, I’d also like to let you know about one of our delicious items — it’s a great way to treat yourself or send a little something extra.” “As an added step, I’d also like to send an apology call or letter to the recipient to let them know how much we care about making this right.” 🗣️ “Just to recap, we’ve [made the change/confirmed that the change can’t be made but offered a solution].” Step 3.5: Summarizing & Goodwill Gesture Step 5 – Offer (Cross-Sell) Step 4: Closing Agent Script: 🗣️ “Because you’re a valued shopper with us, I’d be happy to share an exclusive offer we have today. It’s one of our customer favorites — would you like the details?” Agent Script: “Let me quickly summarize the details of what we’ll be doing for you today [summarize resolution]. Step 6 – Closing Spiel “Thank you again for your patience while we resolved this. Thank you for shopping with [Brand] — it’s been a pleasure speaking with you today. Have a wonderful day!” As a token of appreciation, I’d also like to let you know about one of our one of a kind item— it’s a great way to treat yourself or send a little something extra.” 🗣️ “Thank you again for shopping with [Brand Name]. I’m glad I could assist you with your order today. Is there anything else I can help with to make sure everything is just right?” 🗣️ “We truly appreciate your trust in us, and we look forward to helping you with your future orders. Have a wonderful day/night!” Step 4: Closing Agent Script: “Thank you again for your patience while we resolved this. Thank you for shopping with [Brand] — it’s been a pleasure speaking with you today. Have a wonderful day!” 📞 Early Arrival Call Flow 📞 Call Flow: Late Arrival 📞 Cancellation Call Flow Step 1: Acknowledge & Apologize Step 1: Acknowledge & Apologize Step 1: Acknowledgement Agent Script: Agent Script: 🗣️ “I understand you’d like to cancel your order. I’d be happy to look into this for you.”, just to clarify would you like to cancel the whole order or just the item? “Thank you for bringing this to our attention. I sincerely apologize that your order arrived earlier than expected. Let me take care of this for you.” “I’m so sorry your order arrived later than expected. I completely understand how important it is for your gift to arrive on time. Let me look into this for you right away.” Step 2: Retrieval Process – Caller Verification Step 2: Retrieval Process – Verification Check Step 2: Retrieval Process – Determine Verification Policy Change: Check Microsoft Dynamics for Full Name + Phone Number. Check Microsoft Dynamics: If the call delivery window shows FULL NAME + PHONE NUMBER, the caller is considered verified. If present → Caller is Verified (no need to ask them to verify). If Full Name + Phone Number appear → Caller is Verified. Email address is no longer a factor. Use soft confirmation instead: Do NOT ask to verify. ✅ If Verified: Am I speaking with(name visible in MSD) ? Are you still on (mention the billing address of the customer) Is your email still ___?” Use soft confirmation instead: DO NOT ask them to verify their info. If no email shown → Agent Script Example: Instead, quickly confirm you’re speaking to the correct person. “May I add your email address so I can send you an order confirmation?” “Great! I’d be happy to help. Am I speaking with Kathy? Are you still on Main Street? Is your email still kathy@gmail.com?” Example Verbiage: If information doesn’t match → follow normal verification process (ask for customer name, billing address, recipient name, shipping address). (If no email is shown): “May I add your email address so I can send your order confirmation?” 🗣️Am I speaking with(name visible in MSD) ? Are you still on (mention the billing address of the customer) Is your email still ___?” Step 3: Resolution Options If name is incorrect or information is missing → Caller is Unverified. 🗣️ “Is your email still kathy@gmail.com?” 1️⃣ First Offer – Storage Guidance Follow normal verification process: 🗣️ (If no email is shown): “May I add your email address so I can send you an order confirmation?” Agent Script: Customer: Ask for name + billing address ❌ If customer says the name is incorrect → Follow the normal verification process. “To help, I can provide storage instructions so the item stays fresh until your event or holiday.” Recipient: Ask for name + shipping address Step 3: Verification Process 2️⃣ Second Offer – Refund Shipping OR 20% Discount (Passport vs. Non-Passport) Step 3: Resolution Options (with Transitions) Determine the reason for cancellation → you may be able to offer alternatives. If NOT a Passport Member: 1 First Offer → Track Order in SSC 🗣️ “May I ask what’s prompting the cancellation? Sometimes we can make changes that better fit your needs.” Agent Script: Agent Script: Step 4: Check Order Status “I can issue a refund for the shipping cost to make up for the early delivery.” “Let me check our SSC tracking system to confirm when your order arrived.” If system allows cancellation: If Passport Member (with free shipping): If customer still dissatisfied: 🗣️ “I’ve checked the order, and I can process the cancellation for you.” Agent Script: “I completely understand, let’s explore the next option to make this right.” If system does not allow cancellation: “Since you’re a valued Passport Member and already received free shipping, I’d be happy to apply 20% off the item instead.” 2 Second Offer → Refund Shipping (or 20% off if Passport Member) 🗣️ “I’m sorry, but at this stage the cancellation is no longer possible.” 3️⃣ Third Offer – Replace for Correct Date Agent Script: If customer insists: Agent Script: “I can issue a refund for the shipping cost. If your order had free shipping and you’re a Passport Member, I can instead apply 20% off the item.” 🗣️ “In this case, the item would need to ship first. Once received, we can then process a replacement to make the needed changes.” “If that doesn’t work for you, I can also replace the order and have it delivered on your requested date.” If declined: Step 5: Summarize & Offer 4️⃣ Fourth Offer – Apology to Recipient “Not a problem, let me share another resolution that may work better for you.” Summarize what has been done. Agent Script: 3 Third Offer → Refund the Item If possible, offer alternatives (replacement, product change, discount, etc.). “As an added courtesy, I’d also like to arrange an apology call or letter to the recipient, so they know how much we value making this right.” Agent Script: Step 6 – Offer (Optional Cross-Sell) Step 3.5: Summarize Before Closing “If a shipping refund doesn’t fully resolve the issue, I can process a refund for the item itself.” 🗣️ “Because you’re a valued customer, I’d love to tell you about a special offer we have today. Many of our customers enjoy adding one of our customer-favorite sale items to their orders — would you like me to share the details?” Agent Script: If declined: Step 7 – Closing Spiel (Corrected) “Let me summarize what we’ll be doing for you today… [recap chosen resolution].” “I understand, let’s consider one last option that may help restore the experience.” 🗣️ “Thank you again for shopping with [Brand Name]. I’m glad I could check on your order today. Is there anything else I can assist you with to make sure everything is just right?” Transition: “As a gesture of goodwill, I’d also like to share one of our current sale items in case you’d like to take advantage of it.” 4 Fourth Offer → Apology Call or Letter to Recipient 🗣️ “We truly appreciate your trust in us, and we look forward to helping you with your future orders. Have a wonderful day/night!” Step 4: Closing Agent Script: Agent Script: “As an added courtesy, I’d also like to send an apology call or letter to the recipient to let them know how much we value making this right.” “I truly appreciate your patience while we worked through this. Thank you for shopping with [Brand], it’s been a pleasure speaking with you today. Have a wonderful day!” Step 3.5: Summarizing & Goodwill Gesture Agent Script: 📞 Call Flow: Non-Delivery “Let me summarize what we’ve done for you today [summarize resolution]. As a way to thank you for your patience, I’d also like to let you know about one of our wonderful items— it could be a nice way to send an additional gift at a great value.” Step 1: Acknowledge & Apologize Step 4: Closing Agent Script: Agent Script: “Thank you for letting us know. I sincerely apologize that your order has not been delivered as expected. Let me look into this right away for you.” “Thank you again for your patience while we resolved this. Thank you for shopping with [Brand] — it’s been a pleasure speaking with you today. Have a wonderful day!” Step 2: Retrieval Process – Verification Check Check Microsoft Dynamics for Full Name + Phone Number. 📞 Call Flow: Greeting Issue If present → Caller is Verified. Step 1: Acknowledge & Apologize Soft confirmation only: Agent Script: “Am I speaking with(name visible in MSD) ? Are you still on (mention the billing address of the customer) Is your email still ___?” “Thank you for letting us know. I sincerely apologize that there was an issue with the greeting on your order. Let me check the details and take care of this for you.” If no email: Step 2: Retrieval Process – Verification Check “May I add your email address so I can send you the order confirmation?” Check Microsoft Dynamics for Full Name + Phone Number. If the information is incorrect or missing → Follow normal verification process (ask for customer name + billing address and recipient name + shipping address). If present → Caller is Verified. Step 3: Resolution Options Soft confirmation only: 1️⃣ First Offer – Track Order in SSC “Great! I’d be happy to assist. Am I speaking with Kathy? Are you still on Main Street? Is your email still kathy@gmail.com?” Check shipment status. If no email: If confirmed as non-delivered, proceed with resolution. “May I add your email address so I can send you the order confirmation?” Agent Script: If the information is incorrect or missing → Follow normal verification process (ask for customer name + billing address and recipient name + shipping address). “I’ve checked the tracking, and I can confirm that the order was not delivered as scheduled. Let’s get this resolved for you.” Step 3: Resolution Options 2️⃣ Second Offer – Refund Shipping OR 20% Discount 1️⃣ First Offer – Track Shipment in SSC If NOT a Passport Member: If Unshipped: Agent Script: Correct the greeting message before it is processed. “I can issue a refund for the shipping cost to help make up for the inconvenience.” Agent Script: If Passport Member (with free shipping): “I see your order hasn’t shipped yet. I’ll go ahead and correct the greeting for you before it goes out.” Agent Script: If Shipped: “Since you’re a valued Passport Member and already received free shipping, I’d be happy to apply 20% off the item instead.” Replacements cannot include greetings. 3️⃣ Third Offer – Refund Item Offer apology call or letter to recipient instead. Agent Script: Agent Script: “If that doesn’t work for you, I can go ahead and process a refund for the item itself.” “Your order has already shipped, and unfortunately replacements do not include label greetings. However, I’d be happy to arrange a personal apology call or letter to the recipient to express our apologies and ensure they feel valued.” 4️⃣ Fourth Offer – Apology to Recipient Step 3.5: Summarize Before Closing Agent Script: Agent Script: “As an added courtesy, I’d also like to arrange an apology call or letter to the recipient, so they know how much we care about making this right.” “Let me summarize what we’ll be doing today: [recap correction or apology arrangement].” Step 3.5: Summarize Before Closing Transition to offer: Agent Script: “Because you’re a valued customer, I’d love to tell you about a special offer we have today.” “Let me summarize what we’ll be doing today: [recap chosen resolution].” Step 4: Closing Transition: Agent Script: “Because you’re a valued customer, I’d love to tell you about a special offer we have today instead.” “I truly appreciate your patience while we worked through this. Thank you for shopping with [Brand], it’s been a pleasure speaking with you today. Have a wonderful day!” Step 4: Closing Agent Script: “I truly appreciate your patience while we worked through this. Thank you for shopping with [Brand], it’s been a pleasure speaking with you today. Have a wonderful day!” 📞 Enterprise – Service – Celebrations Passport (Unknown Charges & Shipping Complaints) Step 1: Acknowledge & Apologize Unknown Charge Complaint 🗣 “I completely understand your concern — unexpected charges can be stressful. I truly apologize for the confusion, and I’ll help sort this out right away.” Shipping Charge Complaint (Passport Member) 🗣 “I sincerely apologize for the confusion — as a Passport member, you shouldn’t be charged for shipping on eligible items. I’ll review your order immediately so we can make this right.” Step 2: Retrieval Process – Verify Passport Membership Am I speaking with(name visible in MSD) ? Are you still on (mention the billing address of the customer) Is your email still ___?” Check website account, Customer Maintenance, or SSC. ➡️ If Passport is Active → proceed with assistance. ➡️ If Passport is Expired → inform customer of renewal options. 🗣 “I see your Passport membership expired on [date]. You’re welcome to renew today to continue enjoying free shipping and other benefits.” Step 3: Clarify the Customer’s Issue If Customer Mentions a Charge: 🗣 “Can you share the amount you’re seeing on your statement?” Check renewal pricing + tax. If it matches → explain auto-renewal. 🗣 “This looks like your Celebrations Passport auto-renewal. Some customers forget it renews automatically, but don’t worry — I can explain your options and help you with it.” If Customer Mentions Shipping Charge: Check if the item is Passport-eligible. If eligible → refund shipping 🗣 “I’ve confirmed this item should have been covered. I’ll refund the shipping cost right away — thank you for catching that.” If not eligible → explain politely 🗣 “I checked your order, and this item is one of the few not included in the Passport free-shipping program. I completely understand how that could be confusing. Your Passport still covers thousands of other items across our brands.” Step 4: Resolution Pathways (with Scripts) 1 Passport Active – Unknown Charge = Renewal 🗣 “It looks like the charge was for your Passport membership renewal. That means your free shipping benefits are still active. You’re welcome to continue enjoying the benefits, or if you prefer, I can help you turn off auto-renewal for next year.” 2 Passport Expired 🗣 “Your Passport membership expired on [date]. You can renew today to continue receiving free shipping on eligible items.” If customer requests cancellation + refund: 🗣 “I understand. I’ll go ahead and cancel that for you and issue a refund for the Passport purchase.” 3 Passport Member Charged Shipping Eligible Item → Refund Shipping 🗣 “I’ll refund the shipping cost right away so you get the full benefit of your membership.” Not Eligible → Clarify Exclusions 🗣 “This item isn’t part of the Passport program, which is why shipping was applied. I know that can be confusing, and I really appreciate your understanding.” 4 Canceling Passport Purchased on Phone Order 🗣 “Since your Passport was purchased over the phone, I can retrieve the order here and process a refund for you. I’ll also submit the Passport cancellation form so your membership will be closed properly.” 5 Canceling Passport Purchased on Web Order 🗣 “Since this Passport was purchased online, I’ll process the refund through our Passport form. Once submitted, your membership will be canceled.” 6 Auto-Renew Refunds (Handled by Passport Team) 🗣 “For auto-renew refunds, I’ll connect you with our Passport Membership Team who specialize in those requests. They’ll be able to take care of this right away.” If transfer fails or after hours: 🗣 “If for any reason the transfer doesn’t go through, you can also reach our Passport Team directly at 844-466-0161.” Step 5: Closing 🗣 “I appreciate your patience while we got this sorted out. Thank you for being a Passport member — your benefits are very important to us, and we’re here to make sure you enjoy them fully. Is there anything else I can help you with today?” Closing spiel: 🗣 “Thank you for shopping with [Brand]. It’s been a pleasure speaking with you today — have a wonderful day!” 📞 Status Check – Call Flow Step 1 – Acknowledge 🗣️ “I understand you’d like to check the status of your order. I’ll be glad to help with that.” Step 2 – Retrieval Process Determining Whether the Caller is Verified or Unverified Policy Change: If the delivery window in Microsoft Dynamics shows the Full Name + Phone Number, the caller is considered verified. Email address is no longer required as part of verification. ✅ When verified → Do NOT ask them to verify their information. Instead, use soft confirmation to ensure you’re speaking with the correct person. Example Verbiage: 🗣️ “Am I speaking with(name visible in MSD) ? Are you still on (mention the billing address of the customer) Is your email still ___?” (If no email is shown): 🗣️ “May I add your email address so I can send your order confirmation?” ❌ If the information does not match or is missing → Caller is Unverified. 👉 Follow the normal verification process: Ask for Customer Name + Billing Address Ask for Recipient Name + Shipping Address Step 3 – Status Verification Check the status of the shipment in SSC (Single Source of Customer). Inform the customer clearly about the status of the order (e.g., shipped, in transit, delivered, or pending). Agent Script Example: 🗣️ “I’ve checked your order, and I can confirm that it is currently in transit and expected to arrive by date].” Step 4 – Summarize 🗣️ “So just to recap, your order [order number/recipient name] is currently [status], with delivery expected on [date].” Step 5 – Offer (Optional Cross-Sell) 🗣️ “Because you’re a valued customer, I’d love to tell you about a special offer we have today. Many of our customers enjoy adding one of our customer-favorite sale items to their orders — would you like me to share the details?” Step 6 – Closing Spiel (Corrected) 🗣️ “Thank you again for shopping with [Brand Name]. I’m glad I could check on your order today. Is there anything else I can assist you with to make sure everything is just right?” 🗣️ “We truly appreciate your trust in us, and we look forward to helping you with your future orders. Have a wonderful day/night!”