STEP 1: Acknowledge & Apologize Script: "Thankyou for bringing this to our attention. I sincerely apologize for the spoiled items/item/poor quality/not meeting your expectation - we always want your gift to arrive fresh" STEP 2: Retrieval Process - Determine Verification Check MSD Window Panel: If full name + Phone number appear - Caller is verified. -Do NOT ask to verify Use soft confirmation instead: Script: Am I speaking with (Name visible in MSD)? Are you still on (Mention the billing address of the customer)? Is your email still___? If information doesn't match or missing- Caller Unverified. Follow normal verification process: For customer: Ask for name + billing address For recipient: Ask name + shipping address Step 3: Resolution Options (Based on Condition of Item) 1. Less than 50% spoiled- Partial Replacement "Since some of the items are still in good condition, I'd be happy to arrange a partial replacement for you" 2. More than 50% spoiled- Full replacement (same or comparable item) "I understand. In this case, I'll send a replacement of the same or comparable item to make this right" 3. Customer does not accept a replacement - refund item " If a replacement doesn't work for you, I can process a refund for the item to make this right" This is the Sales (Order Entry) Flyout: New Order: Begin a new order. Send Catalog: Requests a paper catalog to be mailed. Inventory Inquiry: This is where we can check availability and shipping times for products. Parked Orders: This is where we access Parked Orders. This is the Sales (Order Entry) Flyout: New Order: Begin a new order. Send Catalog: Requests a paper catalog to be mailed. Inventory Inquiry: This is where we can check availability and shipping times for products. Parked Orders: This is where we access Parked Orders. This is the Customer Service Flyout: Order Research: Open an order for review. Cust Maintenance: Primarily used to code Customer Rules. You usually do not update customer info here when taking an order. For active orders, update customer details (name, address, phone) directly in the order. The Path of an Order The Beginning The Middle The End Retrieving customers and recipients Adding items Sales Opportunities Delivery Dates Greetings Sales Opportunities Promo Codes Payments Wrapping up BANCE The text provides instructions for retrieving customer accounts in the CCS2 system, emphasizing the need to attempt at least two methods. Primary Method:) Use the 10-digit phone number with at least one dash (-). Secondary Methods:) If the phone number fails, use the last name and zip code separated by a comma, the email address, or the customer number. Action): Press the Tab key after entering information to initiate the retrieval. Always verify where the gift is going prior to adding items. TIP: if the customer is ordering for themselves, press Ctrl + S to retrieve them on the recipient page. Verify that the order is shipping to the address on file. The text provides instructions for customer service representatives on how to handle different delivery date requests using the CCS2 system. It distinguishes between "arrive-by dates" (guaranteed arrival date or earlier) and standard delivery, and outlines the process for changing to a future or sooner date. Arrive-by date: The latest date an item is guaranteed to arrive. Standard delivery: The system automatically inserts the earliest available date. Future date: Type over the system-generated date to set a later date. Sooner date: Press F2, select from the list of available express dates, and inform the customer of the additional charge. The text provides instructions for using a system of "Holiday Delivery Codes" to guarantee product arrival within a specified holiday timeframe. These codes are the preferred method for entering holiday arrival dates in the system. Purpose: Holiday Codes guarantee item arrival within a specific holiday's arrival window. Usage: Enter the code in the date field and inform the customer the gift will arrive by the specified holiday. Accessing Codes: Pressing F2 on the date field displays upcoming holiday delivery codes and other options. Complete List: A complete list of codes can be found via a link if the needed code is not in the CCS2 window. The text provides instructions for offering add-ons to customers during an order process. Add-ons are supplemental products or gifts offered to customers for eligible items. It is a requirement to offer an add-on at least once per order if the option is available. Typical add-ons include Moose Munch premium popcorn, chocolate, wine, or sparkling juice. Press [Enter] if the customer accepts the offer and [Esc] if they decline. The image provides information about a company's complimentary standard greeting message service and tips for formatting the message properly. The standard greeting message is free and printed on the shipping label or packing slip. Capitalize proper names and the closing (e.g., Love, Thanks). Use proper and complete punctuation. The message is printed exactly as typed, so ensure it is perfect. Essential information: Greeting codes are accessed by pressing F6 in the greeting field. To use a code, type the star code (e.g., *MC for Merry Christmas) and the rest of the greeting; the code expands automatically upon saving. Always verify the spelling of names and other words with the customer. Confirm with the customer whether they prefer an exclamation point, a comma, or a period. The image provides instructions on how to modify addresses, items, and greetings within an order system after the information has been initially entered. To begin, select the recipient from the drop-down menu. Press Tab, and then F2 in the relevant field (address, item number, date, or greeting) to make changes. Pressing F2 in the address field opens the recipient page for updates. Press F3 to save any changes made. 1. Complete the sentences The prefix is the letter (or letters) before the product code/item number. Answer: prefix The suffix is the letter (or letters) after the product code/item number. Answer: suffix When sending wine items or gifts that contain wine, an adult older must be home to or the delivery. Answer: sign for or accept We refer to delivery dates as dates. Answer: calendar If the customer wants a different delivery date, type in the date. Answer: calendar The customer asked New Years delivery. What delivery code would you use? Answer: NY The image provides instructions for offering a "Telephone Special (TSP)" during sales and service calls. The offer is a requirement on all sales and service calls. It is presented at the end of the call when moving to the payment screen. It must be offered after the customer is clearly done ordering. Agents can choose a relevant option from the pop-up window and use the provided verbiage or their own words. Celebrations Passport The Celebrations Passport offer will also automatically populate on eligible orders when you get to the payment screen, after the TSP window populate It is a requirement to offer a Celebrations Passport every time the passport window pops up. Remember, if you see it, SAY IT! IMPORTANT! You MUST read the Terms and Conditions VERBATIM (exactly, word for word) every time a customer agrees to opt into the membership. This is a LEGAL requirement. The Terms and Conditions will populate when you click [Yes] to add it. The image provides information about how promotional codes are distributed and applied. Distribution channels: Codes are sent via catalogs, emails, web, and other business sites. Code requirements: Some codes need a PIN or one-time-use membership number, while others only require the code itself. Application timing: Promo codes are applied on the payment screen before entering payment information. Payment Information When you are ready to enter payment details, inform the customer of their order total and politely ask them to wait to give you their bankcard information until you've secured the line. You will learn more about securing the line in our Dynamics platform in a later lesson. IMPORTANT! Writing down ANY bankcard information, typing it in the scratchpad, typing it in an email or in the comments of an e-form is strictly prohibited. This includes the bankcard number, 4-digit bankcard token, expiration date or CVV code. Celebrations Passport App The Celebrations Passport App provides our customers with a multi-branded shopping experience. General Information Subscriptions are not supported on the app, however wine gifts and some clubs are available at limited capacity at this time. ​​​​Currently customers will be unable to personalize popcorn tins and Personalization Mall products through the app. Customers will not be able to use site specific promo codes at this time. You do not have to be a Celebrations Passport Member to use the app. Celebrations Passport Members will have to sign into the app using their membership in order to receive free standard shipping. Retired Points and Tier Program The Celebrations Passport® Points and Tier Program was retired on June 25, 2025. Customers may contact you with questions about the change. Refer to Article KA-01493 for FAQs and step-by-step guidance on handling these inquiries. ----------------------------------------------------------------------------------------------- 🌟 Order Placement Call Flow with Celebratory Tone 1️⃣ Greeting 🎉 If the customer says they want to place an order: 🗣️ “That’s wonderful — I’d be more than happy to help you place an order today! It’s always exciting to be part of sending something special.” ⚠️ If the Customer Details Panel is already populated with full name, phone number, and email address, skip the next section and go directly to Retrieve Recipient Info. 2️⃣ Verify Customer Information 🗣️ “Thank you for calling [BRAND NAME], my name is [FIRST NAME]. How may I assist you today?” Phone Number: 🗣️ “Is your phone number still [PHONE NUMBER]? Thank you. Is this the number you usually use when calling us?” Name & Address: 🗣️ “May I have your first and last name, and your street address, please?” Email Address: If email exists: 🗣️ “Is your email address still [EMAIL]?” If it shows as ROLE BASED EMAIL 🗣️ “I noticed your email is listed as private relay. May I update it with a preferred email so we can send your order confirmation?” If no email exists: 🗣️ “May I add an email to your account so we can send you a confirmation of the order?” ✔️ Verify the email for accuracy. 3️⃣ Retrieve Recipient Information 🗣️ “[Customer Name], are you ordering this gift for yourself or someone else today?” 🗣️ “May I have the phone number of the first recipient, please?” 🗣️ “Is this for [RECIPIENT NAME]? And are they still at [STREET NAME]? Thank you!” ℹ️ You may also use the Address Book to select and verify existing recipients. 4️⃣ Original Item Information 🗣️ “May I have the first item number, please? … Thank you!” 🗣️ “That’s a lovely choice! That is our [ITEM NAME] for [PRICE]. This item will arrive by [DELIVERY DATE].” 5️⃣ Sales Offers (Upsell & Add-ons) ⚠️ It is REQUIRED to offer an upsell or add-on if prompted. 🗣️ “Just so you know, we have some wonderful add-ons available to complement your gift — would you like to hear about them?” 6️⃣ Greeting Card Offer 🗣️ “Would you like to include one of our beautifully designed personalized greeting cards for just $4.99, or would you prefer the complimentary message on the shipping label?” 🗣️ “How would you like the message and signature to read?” ✔️ Repeat the greeting message back to ensure accuracy. 💡 Remind them to include their name so the recipient knows who the gift is from. 7️⃣ Next Recipient (if applicable) 🗣️ “May I have the phone number of the next recipient, please?” 🗣️ “Are you sending to anyone else today?” 8️⃣ Telephone Special Offer 🎉 Use positive and engaging language — this is a requirement. 🗣️ “For calling in today, you qualify for our [ITEM NAME & DESCRIPTION], available for a limited time only. It’s a fantastic value at just [PRICE] — that’s a savings of [SAVINGS]! Would you like to add one to your order?” 💡 Use rich, descriptive language (e.g., “indulgent”, “festive”, “customer favorite”). 9️⃣ Passport Membership Offer 🗣️ “Let me share a special perk — our Celebrations Passport Program! For just $29.99 a year, you receive free standard shipping and no service charge on eligible items from our entire family of brands.” 🗣️ “The savings start today — including this order. Would you like to enroll?” ⚠️ If the customer says yes, you must read the Terms & Conditions verbatim. 🔟 Payment (Mask the Call) 🗣️ “Your order total is [ORDER TOTAL].” ⚠️ Mask the call during the entire payment process. If token does NOT display: 🗣️ “May I have your credit card number and expiration date, please? And the 3- or 4-digit security code on your card? Thank you.” If token DOES display: 🗣️ “What are the last four digits of the card you’d like to use for this order?” ✅ Unmask the call after payment is complete. 1️⃣1️⃣ Final Confirmation & Closing 🗣️ “Is there anything else I can help you with today?” 🗣️ “Thank you so much for shopping with [BRAND NAME] today!” 🎉 Add a warm celebratory closing: 🗣️ “It’s been a pleasure helping you make someone’s day — have a wonderful day!” 🗣️ “Thank you again, and I hope your gift brings lots of smiles!” 🗣️ “We truly appreciate your order — wishing you all the best!” ----------------------------------------------------------------------------------------------- 1st Resolution: Less than 50% spoiled? Partial Replacement (Article KA-01017) 2nd Resolution: More than 50% spoiled? Replace same or comparable item (Article KA-02479) 3rd Resolution: If replacement not accepted Refund item (Article KA-02457) ALJA: Thank you for calling Harry and David my name is ALJA how can i help you today. CX: Can I change the address please? ALJA: No worries since you got me on the line ill be more than happy to help you. ALJA: May I know the order number please? ( pagtawag ni customer) CX: 9980-7208-2278-3 ALJA: Just to confirm, this is your order number (ulitin ang order number), right? CX: Yes ALJA: (CONFIRMATION (There is already information) ALJA: Just to confirm the phone number is 124654809. Is still the phone number your using right now? CX: Yes! ALJA: Awesome! Am I speaking with Barbara Smith? CX: Yes! ALJA: Great! Is your billing address on the account is1920 Stirling Rd, Dania Beach, FL 33004? CX: Yes! ALJA:Alright! And just to confirm you want to change this billing address on your account right? CX: Yes! ALJA: I got you! Let me go ahead and change the billing address for you! Can I have the new one? CX: It’s 68340 Overseas Highway, Long Key, Florida 33001 ALJA: Alrighty, let me change it now! Just to confirm this is your new billing address and let me spell it for you 68340 Overseas Highway, Long Key, Florida 33001, is this correct? CX: Yes ALJA: Fantastic! Can I place this call on hold for 1-2 minutes while I’m processing this for you! CX: Sure! ALJA: Thank you so much for staying on the line. There you go I already change the billing address on your account. Is there anything else I can help you with? CX: No, thank you! ALJA: Great! Thank you for calling in today, before you disconnect the call, just want you to know that you are qualify for our [royal riviera pears], which is on sale for a limited time. It's a great value at only [39.99]—a savings of [$10]! Would you like this for yourself or someone else? CX: No ALJA: No worries! So once again my name is Alja. Thank you for shopping with [harry and david]. It's been a pleasure speaking with you today, have a wonderful day! Bye for now!