Look in customer notes to determine what the operations department or another agent may have left to determine next steps.
Transfer to a supervisor
Read your email for service issues that may have impacted this customer
You will complete a Call Back Form and select Florist Express as the callback type
Kathy must contact the florist directly
You will warm transfer Kathy to Support
You will be able to help her and either process a refund or replacement
The School Mailroom/Campus Post Office
Her Dorm Room
Her P.O. Box
Apologize for the inconvenience and explain to Mrs. Jackson that this order is already in processing and we can no longer make changes. Determine if the address change will cause the gift not to be delivered properly. If so, offer to send a replacement order to the new address.
Apologize and explain we cannot process any changes
Refund Mrs. Jackson's money
Tell Mrs. Jackson we can delete the order and process a new one
Offer to send a replacement bouquet right away or offer a store coupon instead to make up for the disappointment
Refund the order in full
Refund the order and send a complimentary box of chocolates to make up for the disappointment
If the customer seems unreasonable, politely refuse to discuss the issue and cold transfer to support
Once you have verified her name and address where the berries were delivered, you can only read the card message.
Once you have verified her name and address where the berries were delivered, you can provide the name and email address of the sender.
Once you have verified her name and address where the berries were delivered, you can provide all of the order information including the billing information.
Once you have verified her name and address where the berries were delivered, you tell her that you will fill out a Call Back form and someone will call them back with the sender's information.
Her first and last name
The address where she received flowers
The card message
The type of credit card used to place the order
5 - 7 business days
3 - 5 business days
Ask Max to throw away the entire order and offer to replace the entire order including the vase for delivery right away, or offer to send a store coupon for the order total instead.
Complete a Replace Accessory and send a new vase
Complete and submit an "Accessories to be Mailed" form
Apologize and ask if the flowers are OK
Let her know you can take care of that, inform her of the second authorization that she will incur, advise her of the earliest delivery date and then make the necessary modifications and reconfirm the order.
Apologize and inform her that we are unable to modify her order. Ask the reason for her change, and listen to her response. Determine if anything further can be done to resolve the issue, esepcially if it seems like a good reason.
Tell the customer we cannot modify orders at this time
Offer a new order instead
Credit card number
Directly to the Shipping and Receiving Department
Directly to the Patient's Room
Directly to the Nurses' Station
Directly to Patient Services Department
Alstroemerias (Peruvian Lilies)
Any of our Roses
Flowers will arrive in bud form.
Flowers will be delivered in a specially designed gift box.
Delivery will be made via FedEx or UPS.
Flowers have a 7 day freshness guarantee.