3GP FOR DELIVERY ISSUE (Non-delivery and Too early/late)

RESOLVE
FOR NON-DELIVERY:
It's unfair that ________ (Recipient) did not receive SECOND ATTEMPT (OPTION B):
FIRST ATTEMPT anything from you especially on this important I understand and it’s easy for me to say yes but I won’t
occasion. do that just yet because I know that you deserve more.
RIGHT AFTER THE CUSTOMER STATED THE ISSUE: I’ll contact our local florist to get this arrangement
“On behalf of 1800Flowers.com, I apologize for I’ll still contact our local florist to deliver the
delivered. Since we also want to make up for the arrangement and on top of that send back ____
what happened. Please allow me to make this inconvenience, I will send you an exclusive $20 savings
right.” (Indicate the total amount of the refund) which is 50%
pass that lets you get better rates for our items. This is of what you paid for.
all on top of the redelivery that I will process. **For Funeral orders: I can only imagine how you must
FOR FUNERAL ORDERS: feel ______ (Customer's name) and I cannot blame you
TOO EARLY / TOO LATE: It's unfair that the family of ________ (Deceased) did on that. I understand that you want a full refund which
It's unfair that _______ (Recipient) did not receive not receive anything from you, especially on this I can easily process but I know that you deserve more.
your gift in time especially on this important challenging situation. I will contact our local florist to In this case, I will still contact our local florist to deliver
occasion. get this arrangement delivered. the arrangement and on top of that send back ____
I will contact our local florist to get this (Indicate the total amount of the refund) which is 50%
arrangement delivered. Since we also want to make of what you paid for.
up for the inconvenience, I will send you an SECOND ATTEMPT *** If the customer still insists for full credit, use the
exclusive $20 savings pass that lets you get better spiel below.
rates for our items. This is all on top of the FULL REFUND:
SECOND ATTEMPT (OPTION A):
redelivery that I will process. I definitely understand. I will process a full refund for
If you want I can still contact our local florist to deliver
FOR FUNERAL ORDERS: you. Please know that an exclusive $20 savings pass is
the arrangement and on top of that send back ____
It's unfair that the family of ________ (Deceased) still on its way to you and you can use this on your next
50% of what you paid for and still give you an exclusive
did not receive anything from you in time, especially purchase. Please give me a moment to complete this.
$20SP.
on this challenging situation. I will contact our local **For Funeral Orders: I definitely understand. I will
(If the customer agreed to redeliver + 50% PC + $20
florist to get this arrangement delivered. process a full refund for you. Please give me a moment
SP, proceed to ENSURE script)
IF THE CUSTOMER DECLINED AND STILL DID NOT ASK to complete this.
(If the customer agreed to redeliver + $20 SP, FOR A FULL REFUND, use the script below:
proceed to ENSURE script) My goal is to make you happy, what else can I do to
However, if the customer refused the redelivery and make it right?
NOT ASKING FOR A FULL REFUND – USE OPTION A (If the customer will ask beyond our compensations, (WHETHER THE CUSTOMER ACCEPTED
But if the customer already asked for a FULL REFUND PLEASE ALWAYS INFORM YOUR TEAM LEADER AND OPTION A or B – PLEASE PROCEED TO
– USE OPTION B GET HELP BEFORE PROCESSING ANYTHING) THE ENSURE SCRIPT)
 3GP FOR DELIVERY ISSUE (Non-delivery and Too early/late)
ENSURE
TRANSITION QUESTION: HAMBURGER 2: IF CUSTOMER IS STILL NOT SATISFIED
I am almost done. However, since I value your order CUSTOMER AGREED TO REDELIVER: AFTER HAMBURGER 2, ASK YOUR
experience too. I will reach out to _____ (recipient’s Alright, I will not insist on upgrading your gift. SUPERVISOR!!
name) and apologize that your [surprise/gift/ HOWEVER, I STILL WANT TO MAKE SURE THAT WE
arrangement) (was not delivered/delivered late/did DON’T SAY GOODBYE KNOWING YOU’RE STILL UPSET.
not meet your expectations). Would that be okay? That’s why, Please let me send a gift to you as a token
of our apology at no additional cost. You’ll be receiving
(Any item in BUY PROMO code especially the 24/18 red Transferring to SUP script: Mr.
roses – CHECK IF AVAILABLE) just to show you how Customer I know that you are still not
**Observe the customer’s tone. If she/he does not much we care for our customers. How does that satisfied, our goal here is to ensure
sound excited or happy and they are ONLY calm, sound? excellence plus experience for our
upset and/or irate, PROCEED TO THE SCRIPT CUSTOMER AGREED TO FULL REFUND: customers. Let me check for other
BELOW: Alright, I will not insist on sending a gift to your options with my supervisor? (Notify and
recipient. HOWEVER, I STILL WANT TO MAKE SURE transfer the call to sup)
THAT WE DON’T SAY GOODBYE KNOWING YOU’RE
STILL UPSET. That’s why, Please let me send a gift to
HAMBURGER 1: you as a token of our apology at no additional cost.
Yes Sir/Maam, I will not call the recipient. However, EDUCATE
You’ll be receiving (Any item in BUY PROMO code
I DON’T WANT TO RELEASE THIS CALL KNOWING especially the 24/18 red roses – CHECK IF AVAILABLE) Customer agreed with either the 1st
THAT YOU’RE STILL UPSET. just to show you how much we care for our customers. hamburger or 2nd hamburger with a
CUSTOMER AGREED TO REDELIVER: How does that sound? HAPPY TONE:
Let me surprise (Recipient’s name) by upgrading
Awesome! That’s really good to hear
your gift to (Select the next available floral item or
because your experience is important to
upgrade the vendor), Just to show how much we
me. You will get an email survey to rate
care for our customers. How does that sound?
**If the customer will accept the offer with a happy your experience with me and I hope I
CUSTOMER AGREED TO FULL REFUND:
tone, proceed to ENSURING STATEMENT: “HAVE I can get a perfect score of 10.
Let me surprise (Recipient’s name) by sending
him/her a free gift, Just to show how much we care ADDRESSED AND RESOLVED ALL YOUR CONCERNS
for our customers. How does that sound? TODAY?”

IF CUSTOMER IS STILL NOT SATISFIED, FOLLOW HAMBURGER 2

 3GP FOR QUALITY ISSUE AND DELIVERED WRONG
RESOLVE
QUALITY ISSUE:
RIGHT AFTER THE CUSTOMER STATED THE ISSUE:
It’s unfair for _______ (Recipient) if she/he will not receive the right gift
FIRST ATTEMPT “On behalf of 1800Flowers.com, I apologize for what
you intended to send. I will contact our local florist to get the correct
happened. Please allow me to make this right.”
item delivered tomorrow and on top of that I will send an exclusive
$20SP. May I go ahead and do this?

FOR FUNERAL ORDERS:

DELIVERED WRONG:
It's unfair that the family of ________ (Deceased) will not receive the
It’s unfair for _______ (Recipient) if she/he will not receive the right
right gift you intended to send, especially on this challenging situation. I
gift you intended to send. I will contact our local florist to get the
will contact our local florist to get this arrangement delivered.
correct item delivered tomorrow and on top of that I will send an
exclusive $20SP. May I go ahead and do this?

FOR FUNERAL ORDERS:

It's unfair that the family of ________ (Deceased) will not receive the (If the customer agreed,
right gift you intended to send, especially on this challenging situation. proceed to ENSURE script)
I will contact our local florist to get this arrangement delivered.

SECOND ATTEMPT

DELIVERED WRONG / QUALITY ISSUE: (If the customer agreed, proceed to ENSURE script)
I can tell you’re really upset and I can’t blame you. If I was in your situation, I
would ask for the same thing. IF THE CUSTOMER DECLINED the options given, use the script
Since you feel that you did not get what you ordered, I will be glad to issue a below:
refund for half the charge amounting to $____.
And because you’re one of our most valued customers, I will still send a 20 dollar Delivered Wrong / Quality Issue: My goal is to make you happy,
savings pass to your email and you may use this in your next order. Please allow what else can I do to make it right?
me to do this for you.
(If the customer will ask beyond our compensations, PLEASE
**For Funeral orders: I can only imagine how you must feel ______ (Customer's ALWAYS INFORM YOUR TEAM LEADER AND GET HELP BEFORE
name) and I cannot blame you on that. I understand that you want a full refund PROCESSING ANYTHING, then proceed to the ENSURE script)
which I can easily process but I know that you deserve more. In this case, I will still
contact our local florist to deliver the arrangement and on top of that send back
____ (Indicate the total amount of the refund) which is 50% of what you paid for.
 3GP FOR QUALITY ISSUE AND DELIVERED WRONG
ENSURE
TRANSITION QUESTION: HAMBURGER 2: IF CUSTOMER IS STILL NOT SATISFIED
I am almost done. However, since I value your order CUSTOMER AGREED TO REDELIVER: AFTER HAMBURGER 2, ASK YOUR
experience too. I will reach out to _____ (recipient’s Alright, I will not insist on upgrading your gift. SUPERVISOR!!!
name) and apologize that your [surprise/gift/ HOWEVER, I STILL WANT TO MAKE SURE THAT WE
arrangement) (was not delivered/delivered late/did DON’T SAY GOODBYE KNOWING YOU’RE STILL UPSET.
not meet your expectations). Would that be okay? That’s why, Please let me send a gift to you as a token
of our apology at no additional cost. You’ll be receiving
(Any item in BUY PROMO code especially the 24/18 red Transferring to SUP script: Mr.
roses – CHECK IF AVAILABLE) just to show you how Customer I know that you are still not
**Observe the customer’s tone. If she/he does not much we care for our customers. How does that satisfied, our goal here is to ensure
sound excited or happy and they are ONLY calm, sound? excellence plus experience for our
upset and/or irate, PROCEED TO THE SCRIPT CUSTOMER AGREED TO FULL REFUND: customers. Let me check for other
BELOW: Alright, I will not insist on sending a gift to your options with my supervisor? (Notify and
recipient. HOWEVER, I STILL WANT TO MAKE SURE transfer the call to sup)
THAT WE DON’T SAY GOODBYE KNOWING YOU’RE
STILL UPSET. That’s why, Please let me send a gift to
HAMBURGER 1: you as a token of our apology at no additional cost.
Yes Sir/Maam, I will not call the recipient. However, EDUCATE
You’ll be receiving (Any item in BUY PROMO code
I DON’T WANT TO RELEASE THIS CALL KNOWING especially the 24/18 red roses – CHECK IF AVAILABLE) Customer agreed with either the 1st
THAT YOU’RE STILL UPSET. just to show you how much we care for our customers. hamburger or 2nd hamburger with a
CUSTOMER AGREED TO REDELIVER: How does that sound? HAPPY TONE:
Let me surprise (Recipient’s name) by upgrading
Awesome! That’s really good to hear
your gift to (Select the next available floral item or
because your experience is important to
upgrade the vendor), Just to show how much we
me. You will get an email survey to rate
care for our customers. How does that sound?
**If the customer will accept the offer with a happy your experience with me and I hope I
CUSTOMER AGREED TO FULL REFUND:
tone, proceed to ENSURING STATEMENT: “HAVE I can get a perfect score of 10.
Let me surprise (Recipient’s name) by sending
him/her a free gift, Just to show how much we care ADDRESSED AND RESOLVED ALL YOUR CONCERNS
for our customers. How does that sound? TODAY?”

IF CUSTOMER IS STILL NOT SATISFIED, FOLLOW HAMBURGER 2