EFFECTIVE COMMUNICATION communication shapes the experience HEAR, CONNECT AND; ACKNOWLEDGE. care build trust to customers RECAP -Communication creates positive experiences -Listen, understand, and connect -Use the right tone and words that build trust -Stay calm and solve with care CUSTOMER SERVICE EXELLENCE *Recognize who our customers are and the emotions behind why they reach out. *Apply active listening, empathy, and effective questioning to build authentic connections. *Demonstrate excellence using the be GREAT + take PRIDE principles across all brands and channels. *Respond to different customer needs—including angry, impatient, or confused—with calm, care, and solutions. *Create moments that matter by turning everyday interactions into trust, loyalty, and lasting relationship RECAP Connection + Empathy = Stronger Service Ask, Clarify, Resolve Every Interaction = A Moment That Matters ------------------------------------------------------------------------------------------------ 27 NIGHT / 28 AM ATLAS BRANDS SERVICE CSI( customer service inquiry)- a record opened in ATLAS to document any customer service. Always Open a CSI Any contact — by phone, email, or chat — from a customer, recipient, florist, or shipper requires a CSI. Documenting every interaction provides a complete history for the order and helps maintain consistent, accurate service. HOW TO SEARCH FOR AN ORDER ( KA- 03653) -Before opening a CSI, you need to locate the correct order. Searching by order number is the preferred method of order searching. FACE OF THE ORDER IF THE CUSTOMER IS THE CALLER - name -recipients name - delivery date RECIPIENTS CALLER -name -delivery date FACE OF THE ORDER: KEY FEATRE FACE OF THE ORDER: PRODUCT INFO. CALLER TYPE customer - recipient - florist - vendor - outplacement - when you're working on MON issue others - any person whose not the customer or recipient CONTACT TYPES telephonic - MON- for MON agents only when they're opening CSI third party - when the person intended to receive others - shop fulfill the order. 100% CONFIDENTIALITY *All customer information is confidential. Confidentiality rules apply to all caller types — customers, recipients, florists, or third parties. *If verification fails, do not share any information. Offer to contact the customer if needed. *Follow Article KA-01610 for verification steps before sharing any details, and never release information to the recipient. ! WE ARE NOT ALLOWED TO PROVIDE THE CUSTOMER INFO TO ANYONE! UNDERSTANDING AUTHORIZATION STATUSES APPROVED- The credit card has been approved for the purchase. The credit card has been authorized. APPROVD& CAPTURE-The order total has been deposited into the brand's account. The credit card has been charged. AUTHORIZATION NETWORK TIMEOUT-The credit card was unable to go through the authorization process. The card must be authorized before proceeding. The credit card has not been charged. DECLINED-The credit card did not receive approval for the purchase. The credit card has not been charged. MESSAGES TYPES ASK- question, request for a price change, or providing/asking for status information. ANS-Response message to an ASK. CAN-Sent when 1-800-flowers cancels an order with a florist. CON-Acceptance of a cancellation. DEN-A decline to the request for cancellation. HLD-The order is held. DLC - Delivery confirmation from florist. DLCA-florist made a delivery attempt but was unsuccessful. DLCF - Delivery confirmation from florist. DLCU-Delivery confirmation from a vendor. DLOU - Message from the florist indicating the order is out for delivery. This is not a confirmation of delivery. RES - Resend order to florist. DUP-The order has been duplicated. FED - FedEx status update, such as confirmation of Pick-up or Delivery Confirmation. FOR-Original florist who was sent the order "passed" the order to another shop to fulfill for a variety of reasons. FRA-Order has been marked as fraud. DO NOT tell customer the order is marked as fraud. Take no action on this order and provide customer phone # for Purchase Verification (866-521-8029) NEW-New Order. NTN - Indicates the package has a new tracking number. ORDR-Indicates that the order was sent to a vendor via Bloomlink REP-The order has been replaced. REJ-Indicates the florist or vendor refused the order and sent the order back to 1-800-Flowers. In most cases, the message will include the reason for the "reject" such as product not available, too late for delivery, or price. Message Types ---------------------------------------------------------------------- REVIEW!! ORDER NOTES "HISTORY "MESSAGES ----------------------------------------------------------------------- RECAP: WHAT IS CSI? - who reached out, why they reached out, and what was done Always open a CSI — every time, for every contact. Customer, recipient, florist, or shipper — it doesn’t matter. 18F- status check, receipt, order change,cancel, billing discrepancy, delivery issue, quality issue, delivered wrong. CCO- cancelled, non- delivery, delivered with issues, quality issues, billing discrepancy, order change, gift issue, status check, receipt/ confirmations, foreign object/red alert. TPF- status check, incorrect gift receipt, cancel order, gift message, personalization, product quality, address error, foreign object/red alert, return gift, duplicate gift, website/catalog error, billing, receipt/confirmation, order change. DUPLICATING AN ORDER -This usually happens when the original payment was declined but the customer still wants the order. Important: Duplicating an order will charge the customer STATUS CHECK CSI'S RECEIPT CSI'S DELIVERY ISSUE CSI'S ORDER CHANGE CSI'S What Can Be Changed The following information can be changed: customer information, recipient information, product, promotion, card message, and delivery date. FPT Orders Changes requested on the day of delivery (before 8:00 PM recipient time) require florist permission. GPT Orders The order status determines what changes are possible—review it carefully before proceeding. Order Change Cancel Cutoff This shows when holiday order can or cannot be changed or cancelled by phone, including FPT and GPT orders HOW TO ASSIN AN ORDER TO A NEW SHOP Reasons to Assign an Order to a Shop:​ -The customer does not want a replacement sent to the same florist.​ -The order is showing in the REJect queue and has not been assigned to a new shop.​ -The order is showing in the FLE queue and has not been assigned to any shop.​ -Another reason listed when checking messages on the order. QUALITY ISSUES CSI'S Quality Issue CSIs Low Perceived Value This means the customer/recipient did not feel like the arrangement was filled to its value (i.e., a large size was ordered but when delivered it looked like a small).​ Flowers/plants Some scenarios include blooms did not open, broken heads/stems, covered in dirt, frozen, moldy or low perceived value. Packaging / Box Some scenarios include if the packaging/box arrived wet or with foreign objects or insects. Add-Ons (Balloons, Plush) Some scenarios include the add-on arrived broken/torn, melted/frozen, stained/dirty or low perceived value. Container / Vase / Basket / Bag Some scenarios include if the item was broken/torn, leaking, low perceived value, paint peeling, or stained/dirty.​ Some scenarios include if the item was broken/torn, date expired, frozen, not fresh/spotted/brown, or low perceived value. Fruit, Chocolate, Wine Some scenarios include blooms did not open, broken heads/stems, covered in dirt, frozen, moldy or low perceived value CANCEL CSI'S Customer Does Not Want Some scenarios include if the customer found another gift, recipient is no longer at the address, or the product/price/tax/service charge. Declined Credit Card When a customer's payment cannot be authorized Cancel Test Order Sometimes internal company employees process orders in production for testing purposes. This should NOT be used on regular production orders. Order Duplicated This scenario is when the order is duplicated by the agent or placed on the web. Passport Renewal Cancel The Passport Membership will be canceled, the full amount will be refunded, and the auto-renewal will be turned off. DELIVERED WRONG CSI'S ADD-ON - offer a redelivery with a $15 saving pass - plus the refund of the shipping - how would u like me to proceed with you order ( full refund) - add-on's missing, incorrect balloons received,incorrect add-ons due to agent error. CARD -offer to call the recipient to read the card message. - missing cards, cards that are smudged, illegible, or contain errors FLOWERS/PLANT -offer the customer a redelivered with a $15 savings pass. -Some scenarios include arrangements with incorrect flowers or plants, wrong colors, missing items, or substitutions that were not approved. BILLING DISCREPANCY CSI'S NO KNOWLEDGE OF CHARGE- SAVING PASS - when resolving refund or credit the discrepancy PASSPORT PURCHASED TELEPHONICALLY- when resolving refund the discrepancy amount to the customer WRONG AMOUNT - when resolving refund the discrepancy amount to the customer CSI'S GUIDELINES & ATLAS GUIDED NAVIGATION COMPENSATION - redeliveries or full credit. NEVER OFFER A FULL CREDIT AND RE DELIVERY. UNRESOLVED - LEAVE CSI OPEN - It is before 8 PM in the recipient’s time zone, so the order still has time for delivery. In this case, you would leave the CSI open MANAGER OVERRIDE - When a requested action goes beyond our standard CSI Guidelines Important Notice 50% Partial credits have been removed as a compensation option, but ATLAS still displays them. You must not select 50% partial credits for the following CSI types: *Delivery Issues (Delivered Early, Delivered Late) *Quality Issues (All scenarios) *Delivered Wrong (All scenarios) Please provide either a redelivery/replacement or a full (100%) credit. If ATLAS does not allow a full credit to be selected directly, use Manager Override. LEAVING A VOICEMAIL -When to Leave a Voicemail: *Customer doesn’t answer a callback or follow-up call. *You need additional information or verification. *Providing updates about an order, service, or delivery. When leaving a voicemail message for the customer, use the following greeting:​ “Good morning/afternoon/evening, my name is (insert your name) calling from 1-800-Flowers.com. This is a message for (insert customer’s name).”​ -When leaving a voicemail for the customer, use the following scripting:​ “We would like to speak to you regarding your order. Please reference (state order number) Please call us back at 1-866-521-8030. We are open 24 hours and any one of our specialists will be able to assist you. Again, our number is 1-866-521-8030.”​ Remember to leave detailed order notes and leave the CSI open while we wait for a customer callback.​ PYRAMID OF COMPENSATION - guideline for deciding the order in which resolutions are offered Start at the top and work down only if the previous step doesn’t fully resolve the issue. This pyramid applies to the Floral Five brands. It does not apply to Cheryl’s or The Popcorn Factory. PRICE CHANGE MESSAGES - A price change may be needed if the florist requires extra funds or to recover a refunded amount. UNDERSTANDING THE FAULT CODES SAVING PASSES -To show extra appreciation, we provide a $15 Savings Pass, sent within 24 hours and delivered by email within a week DO'S only one saving pass issued per order saving pass must be issued on the original order the saving pass number and pin will download into the order notes within 24 hours' DONT'S should not be offered not per item or CSI'S not replacement REFUNDS -It's important to communicate clearly and avoid promising specific timelines SCRIPT - "A refund of [$XX.XX] is being processed and will apply to your original form of payment. We'll email a receipt within 24 hours." FRUIT BOUQUETS AND SHARI'S BERRIES SERVICE TIPS -Our Freshness Guarantee is for 24 hours (applicable when handling quality issues).​ FRUIT BOUQUETS SHOPS WILL HAVE FBO IN THEIR NAME HANDLING SUBSTITUIONS When a florist requests to substitute a flower or component, there are certain steps and considerations to follow BEFORE approving the substitution. SERVICING INTERNATIONAL ORDER 1 Scenario: Delivery date passed, florist hasn’t replied, no DLC. Do: -Send DLC (Delivery Confirmation) request to florist. -Inform customer it may take up to 48 hours for a response. -Verify customer phone number; leave CSI open with detailed notes. -If florist doesn’t reply in 48 hours: *Contact customer. *Cancel order. *Issue full refund. *Offer Savings Pass if appropriate (see Article KA-01841). Do NOT: -Cancel and resend order (routes to same florist). -Replace order (routes to same florist). -Contact florist directly. 2 Scenario: ATLAS shows no florist available to fulfill order. Do: Apologize to customer. Verify address is correct. Cancel order. Offer Savings Pass if appropriate (see Article KA-01841). Do NOT: Suggest sending order to someone in the U.S. instead. Customers want gifts delivered to the intended international recipient; redirecting can cause frustration CALLING OR MESSAGING A FLORIST Acceptable Call Times to call the Florist:​​ 7:00 AM - 6:00 PM (Mon thru Fri)​​ 7:00 AM - 2:00 PM (Sat and Sun) When a florist is listed as a DNC, it means they should never be called and all inquiries should be sent via an ASK message. REASONS A FLORIST MAY CALL US -NO CARD MESSAGE ON ORDER * call the customer and ask if they would want to include a card message. call the florist -ADDRES CLARIFICATION -DUPLICATE ORDER * double check if there is a duplicate order in the same delivery *if the customer duplicate it, call them and confirm -PRICE CHANGE REQUEST * verbal price change request can be approved -SUSPETED FRAUD * transfer call to call to loyalty -BLOOMNET CAL * DO NOT transfer the call to them *- provide the florist with their number -866- DELIVERY AND COMMUNICATION WINDOWS Business, Hospital, School Schools are considered businesses and have various closing times. 8:00 PM 2:00 PM Monday - Friday 1:00 PM Saturday 11:30 AM Sunday Varies Residence 8:00 PM 2:30 PM Monday - Friday 1:00 PM Saturday 11:30 AM Sunday Varies All Fruit Bouquet Orders 8:00 PM 1:00 PM Monday - Friday 12:00 PM Saturday 11:30 AM Sunday Varies International 2 - 3 days Look in F11 to understand specific country guidelines, most require 2 business days in advance Varies PHOTO PROOF OF DELIVERY(POD) WHAT IS POD & WHY IT MATTERS -Photo Proof of Delivery (POD) is a photo taken by the delivery person showing where an order was dropped off. -You will determine if the order is delivered via DSP by reviewing the photo's URL to see if it was delivered by one of the couriers mentioned. This is important because POD helps determine who is at fault (Customer, Florist, or Delivery Service Provider). -This is used for customer-reported delivery issues (Not Received and Delivered Late) or Status Checks for FPT orders for 1-800-Flowers.com, FruitBouquets.com, and Shari's Berries. -This does not apply to these CSI types: Delivered Wrong, Quality Issue, Cancel, or Billing CSIs WHT MAKES THE PHOTO VALID? - If a photo is valid, it is okay to share and describe to the customer. *The photo was posted on the delivery date before 8pm (6pm for business) and within any requested DTW. * The gift item is clearly visible (e.g., flowers, gift basket). *The delivery address and the item both match the order details. *An address or house number is visible and legible. WHT MAKES A PHOTO INVALID, BUT USEFUL? -If a photo has any of the issues below, it can be described to the customer, but you will still fault the Florist or Delivery Service Provider if the customer still says it was not delivered. *The photo was sent outside of the delivery window (sent after delivery cutoff). *The photo shows a bouquet delivered, but the house number is not visible. *The photo shows an office building and bouquet, but the business name is not visible. WHT MAKES A PHOTO INVALID & NOT USEFUL? -If a photo has any of the issues below, it should NOT be used to confirm delivery: *The image shows the sky/floor. *The item is not visible. -Never mention or share a photo if it includes any inappropriate content. Always escalate any inappropriate content to your supervisor. HOW TO REVIEW THE PHOTO IN ATLAS? 1.Open the order in ATLAS. 2.On the Face of the order, Click on the thumbnail to view the photo. 3.Evaluate the photo. HOW TO DETERMINE IF THE ORDER DELIVERED BY A DSP -Use the photo's URL to determine if it was delivered by one of our DSPs (DoorDash, Uber, Roadie, or Walmart). -If one of these values is NOT shown in the URL, the order was NOT delivered by a DSP. COMPENSATION RULES, CSI HANDLING & FAULT CODES - If a valid Photo Proof of Delivery (POD) exists — meaning the order was delivered to the right place, at the right time, and with the correct product — but the customer still claims it was not received, create a Delivery Issue CSI. -Select Customer as the Fault Code and provide the compensation agreed upon with the customer. Do not send a Cancel message in this scenario. -Document in the order notes whether the POD was valid or invalid, whether it was described to the customer, whether the customer accepted it, and the resolution/compensation provided. Fault Coding, Manager Override & Cancel Messages PHOTO - valid -invalid -invalid -valid DSP LISTED? - doesn't matter -yes -no - yes FAULT CODE -customer -DSP - florist -customer MANAGER OVERRIDE -yes -no -no -yes SEND CAN? -no -yes -yes -no OTHER CALLER ISSUES FLORIST LIAISON - Customers may call to share feedback—positive or negative—about a florist’s work. Remember: we are the florist, so never give out a florist’s name, name of the shop or direct phone number. PAYPAL -all customer service issues should be handled as any other credit card. ​ This includes: ​​ -Standard CSI procedures ​​ -Cancelling/Changing an order​​ *You should never process an order change that would in crease the order total on PayPal orders.​​ -Issuing Credit ​​ *We cannot issue refunds on orders older than 180 days.​​ -For any rare cases, you should create a CSI with a Manager Override and manually issue a Savings Pass for the amount due to the customer. ​ EXECUTIVE SERVICES NOTES INDICATOR -All orders that should not be worked by anyone except our Executive Services Team will have order notes that start with:​​ ***DO NOT TOUCH*** EXEC SERV WORKING***WILL FOLLOW UP***​ Orders that can be worked will not have any asterisks or be noted as Exec Services.​​ If you come across an order marked for Executive Services: *For chat, provide the customer with the Executive Services number. *For voice calls, perform a soft transfer to the Executive Services team so they can assist the customer directly. Health/Injury, Property Damage, Mold & Foreign Object Form - effectively help customers who call in to report the following types of concerns that require further investigation by the internal Quality team: *Injured by a product (i.e. a broke tooth, an allergic reaction) *Property damaged by the delivery service (i.e. the recipient's mailbox was knocked over, the driver drove into the fence). *Foreign object was found in the product (i.e. a machine screw, a piece of plastic. NOT bugs). *Food quality is not as expected (i.e. the food arrived moldy, the food had a chemical taste). If a customer calls to report an injury or potential hazard from one of our products, this is a potential legal issue. Immediately offer 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 this happened to you." DO NOT accept any form of responsibility. DO NOT agree to pay any medical expenses. DO NOT give medical advice. DO NOT ask for or offer reimbursement other than credit on order. ESCALATION QUEUE -This queue should be used for escalated customer situations that may require additional support. - Before transferring, remember to: *Use your de-escalation skills. *Consult the supervisor to provide the information the customer or recipient shared. CHARGBACKS - is when a customer disputes a credit card charge, usually because it was unauthorized, fraudulent, or an error. The bank reviews the dispute and may reverse the transaction, unlike a normal refund handled directly by the merchant. If a chargeback included purchasing a Celebrations Passport membership, the membership will be automatically cancelled. Handling Privacy and Data Removal Requests Customers might ask us to: -Delete their personal data -Unsubscribe from marketing emails -Close their account -Stop the sale or sharing of their information These are called Data Subject Access Requests (DSARs) and are protected under privacy laws like GDPR, CCPA, CPRA, and others. These laws give customers control over their personal data and require us to respond within set timeframes. That’s why it’s important to follow the right process, form, or script for each type of request FRAUD CALLS