ACKNOWLEDGEMENT

Promo code is not existing I'M AFRAID TO TELL YOU THAT UPON CHECKING ON OUR END,
anymore _x000D_
THE PROMO CODE THAT YOU HAVE IS NO LONGER AVAILABLE,_x000D_
HOWEVER, I CAN GIVE YOU THE SAME ARRANGEMENT ON CHEAPER
_x000D_
PRICE, WOULD THAT BE FINE?

CAN'T APPLY THE RADIO I RECOGNIZE YOUR CONCERNS ABOUT THE RADIO
PROMOTION ON THIS PROMOTION_x000D_
ITEM _x000D_
-THE ITEM THAT YOU PICKED OUT IS ACTUALLY A GOOD
CHOICE,_x000D_
HOWEVER, IT'S NOT A PART OF THE RADIO PROMOTION_x000D_
AS ITEMS UNDER IT ARE BEING OFFERED EXCLUSIVELY FOR
MOTHER'S_x000D_
DAY. RADIO PROMOS ARE ALSO NOT DISCOUNT CODES RATHER,
_x000D_
ARRANGEMENTS WHICH ARE ON SALE._x000D_
_x000D_
- SO WHICH DO YOU PREFER TO SEND?

Better Late Than Never I UNDERSTAND THAT TODAY IS HER/HIS SPECIAL DAY, _x000D_
HOWEVER YOU CAN STILL MAKE IT UP TO HER/HEM BY MAKING
_x000D_
SURE THAT SHE/HE RECEIVES THIS (flower arrangement) _x000D_
LIKE WHAT THEY SAY, IT'S BETTER LATE THAN NEVER. _x000D_
SHE/HE WOULD STILL FEEL THAT YOU MADE AN EFFORT IN _x000D_
MAKING SURE THAT SHE/HE GETS SOMETHING GRAND FOR _x000D_
HER/HIS (OCCASSION) ALTHOUGH IT'S A BIT LATE. _x000D_
I'M SURE SHE/HE WOULD STILL APPRECIATE THE GESTURE

Offer a less expensive YOU'RE VERY SWEET THINGKING OF MAKING (name of _x000D_
arrangement recipient) SMILE. I HAVE A PERFECT GIFT FOR YOU_x000D_
WHICH I'M SURE FITS YOUR BUDGET BUT WILL DEFINITELY_x000D_
MAKE HER SPECIAL! I HAVE (name of arrangement and _x000D_
components) AND THIS IS ONLY FOR ($ price)_x000D_
LET'S GO AHEAD AND GET THIS!

Offer a comparable I KNOW HOW MUCH YOU WANT THE (name of arrangement) _x000D_
arrangement HOWEVER, THIS IS CURRENTLY NOT AVAILABLE IN YOUR RECIPIENT'S
_x000D_
AREA. I HAVE A PERFECT GIFT FOR YOU_x000D_
WHICH I'M SURE FITS YOUR BUDGET BUT WILL DEFINITELY_x000D_
MAKE HER SPECIAL! I HAVE (name of arrangement and _x000D_
components) AND THIS IS ONLY FOR ($ price)_x000D_
LET'S GO AHEAD AND GET THIS!
WHAT IS THE SURCHARGE I RECOGNIZE YOUR CONCERNS ABOUT THE ADDITIONAL
(UP-CHARGE) FOR? AMOUNT_x000D_
ON THE SERVICE CHARGE_x000D_
_x000D_
- WE ARE ACTUALLY RECEIVING A LARGE AMOUNT OF ORDERS
ON_x000D_
THIS PEAK SEASON AND WE WANT TO MAKE SURE THAT YOUR ORDER
_x000D_
WILL BE DELIVERED HENCE THE HIGHER FEE_x000D_
_x000D_
- LET'S GO AHEAD AND ENSURE THAT A SMILE WILL BE
DELIVERED_x000D_
FOR THE RECIPIENT

Funeral I'M SO SORRY TO HEAR THAT. THIS MUST BE AN EMOTIONAL_x000D_

TIME FOR YOU. I CAN HELP YOU TO TAKE CARE OF THIS._x000D_
_x000D_
-TO GET STARTED WITH CHOOSING YOUR ARRANGEMENT, I
WILL_x000D_
NEED THE ZIP CODE WHERE THE SERVICE WILL BE TAKING_x000D_
PLACE. DO YOU HAVE THAT INFORMATION AVAILABLE?

ANNIVERSARY WONDERFUL! I KNOW THIS WILL PUT A SMILE ON HIS FACE! _x000D_
I WILL HELP YOU TO FIND SOMETHING THAT WILL WOW HIM!

3RD PARTY I am sorry, but since you are _x000D_

unable to provide the necessary _x000D_
information to access this order, _x000D_
I am unable to provide any updates _x000D_
on this order. If you would like, _x000D_
I can contact the customer and see _x000D_
if they would grant you permission _x000D_
to review the order details.
SERVICE

1800Flowers Service Call Flow Welcome

Screen
Welcome to 1-800 Flowers.com my name is [enter
name] How may I help you? (wait for the customer to
Opening spiel respond)

I completely understand where you're coming from. Let

Empathize, Apologize, and Acknowledge me help you. Order Search Screen

Get the Order Number May I have your order number please?
If caller does not have the order Customer’s Phone Number, Name, Recipient’s Name, or
number, ask for Email Address Verification Screen

Verify the key information based on the ✓ Customer/Others – Customer’s Name, Delivery Date,
caller type Recipient’s Name

✓ Recipient/Florist/Vendor/Shipper – Recipient’s
Name, Delivery Date Order Status Screen

Just to verify that we are on the same page, you are

calling because…
Paraphrase the caller’s concern

Review the order – check HIS, SCR, MER

Tag the correct CSI Type based on the
issue CSI Home Page

RESOLVE the caller’s concern OFFER the

hierarchy of compensation using the
3GP script
Summarize I was able to process [provide resolution]

Refund (turn Around Time) Your refund s being processed and will be applied to
your original form of payment. Please allow up to 7
bussiness days to post with your financial instituion. It
may take up to 1-2 blling cycles to reflect on your credit
card/bank statement.

“Most likely within 3-5 business days, but may take 1 to

2 billing cycles depending upon your financial
CC Status: Approved and Captured - institution.”
CC Status: Approved –
“We will process the refund within 24 hours. It may
take up to 3-5 banking days for the refund to reflect.”

“We will process the savings pass within 24 hours and

Savings Pass TAT – you should receive it within one week.”

“Our standard delivery time is between 9AM to 8PM in

Delivery hours – your recipient’s time zone”

I am almost done. However, since I value your order

ENSURE the caller’s satisfaction experience too. I will reach out to _____ [recipient’s
name] and apologize that your [surprise/gift/
arrangement) (was not delivered/delivered late/did not
meet your expectations). Would that be okay?

Have I addressed and resolved all your concerns today?

I am glad that everything is taken care of and before we

UPSELL in every Service Calls (Status say goodbye, you can get exclusive savings of up to ___
check, Recipient and more) % (Radio offer, Discount) if we complete another order
for you today. Shall we go ahead and place another
order?

IF CX DECLINED W/ THE OFFER, AGENT

MUST OFFER:

Offer 2 PASSPORT

STATUS CHECK/ ORDER CHANGE/ It has been a pleasure to assist you today and for more
RECEIPT (after resolving the concern and orders, I can help you save a total of $179.88 for 12
knowing that cx is not a passport orders within a year by signing up to our celebrations
member) Passport Program.

You will only need to sign up with one time fee $19.99
and you wont have to worry about paying standard
shipping and service fees on all your orders throughout
your year's subscription. Let's sign you up!
Survey I hope you are extremely satisfied with the service that I
provided today, You may receive an email survey asking
you to rate your experience with me and your overall
experience with 1800flowers.com.

Closing Spiel Thank you for doing business with 1800Flowers.com.

Again, my name is ____. Have a great day!
Document the issue by putting detailed
order notes
 Your refund s being processed and will be applied to
your original form of payment. Please allow up to 7
bussiness days to post with your financial instituion. It
Refund (turn Around may take up to 1-2 blling cycles to reflect on your
Time) credit card/bank statement.
UPSELL in every Service I am glad that everything is taken care of and before
Calls (Status check, we say goodbye, you can get exclusive savings of up
Recipient and more) to ___% (Radio offer, Discount) if we complete
another order for you today. Shall we go ahead and
place another order?

IF CX DECLINED W/ THE
OFFER, AGENT MUST
OFFER:

It has been a pleasure to assist you today and for

more orders, I can help you save a total of $179.88
for 12 orders within a year by signing up to our
Offer 2 PASSPORT celebrations Passport Program.

STATUS CHECK/ ORDER You will only need to sign up with one time fee
CHANGE/ RECEIPT (after $19.99 and you wont have to worry about paying
resolving the concern and standard shipping and service fees on all your orders
knowing that cx is not a throughout your year's subscription. Let's sign you
passport member) up!
Survey

I hope you are extremely satisfied with the service

that I provided today, You may receive an email
survey asking you to rate your experience with me
and your overall experience with 1800flowers.com.

Closing Spiel Thank you for doing business with 1800Flowers.com.

Again, my name is ____. Have a great day!
Document the issue by putting detailed order notes

IS THERE ANYTHING ELSE I CAN HELP YOU WITH?

Status Check vs. Delivery
Issue
SCRIPT:
According to our system, your
order was successfully
transmitted to our local
florist. What happens is our
local florists immediately
notify us if they can't
deliver or if they have any
problems with delivery. So far,
they haven't sent any messages.
This is good because this
means that they'll still
follow the normal delivery
time which is between
9am-7pm. The driver returns
at 8 pm and we will be able
to check how the order was
delivered.
So you won't have to worry
about this anymore, I'll be
happy to update you through
email. To confirm, your email
address on file is _______
__. Is there anything else I
can help you with? (It should
be CLOSED CSI)
Note: if the customer will
ask if we can call the florist,
please try to call the florist.
 Mon Outbound Scripts

Product Not Available

–

I’m calling to update you on the status of your order. It

looks like we currently lack of flowers needed to complete
the exact arrangement you ordered. The good news is, we
have items that are very similar to your original choice. We
have comparable items like….. Which among these
Substitution arrangements would you prefer?

I’m calling to update you on the status of your order. I want

to ask permission from you to have this order delivered
tomorrow instead. This is because the order was received a
Delivery Date Change
little late by the florist and the driver already left to deliver.
The good thing is, we can guarantee delivery of this fresh
and wonderful arrangement to your recipient tomorrow.

I’m calling to update you on the status of your order. We’re

unable to fulfill your order today as the only florist we have
in the area has received the maximum number of orders.
The good news is, we can still deliver something special to
Order was rejected
the recipient. I know how important it is for you to get
something sent to him/her. We have flowers that would
come fresh from our farm which will be delivered in a gift
box via FedEx. Here are the options…
 I’m calling to update you on the status of your order. We’re
sorry to inform you that the processing of the order did not
go through. It appears that the card does not have enough
CC Declined funds to complete the transaction. Don’t worry, we can still
process this order for you. Do you have a different card to
complete this order?
Not enough fund on the credit card used

I’m calling to update you on the status of your order. We

want to make sure that order gets delivered on time and
the information is correct. May we know the exact address
of the recipient? How about the time of the service? Lastly,
Additional recipient’s do you have their phone number?
info
They need the exact address
They need the time of the service
They need a correct phone number
 No Shop (Only one shop available for International Order)
Shop do not deliver on the recipient’s address - I’m calling to
update you on the status of your order. We’re sorry to
inform you that we are unable to deliver the arrangement
in the recipient’s area. Here’s what we can do, if you have
relatives or loved ones in the continental US, would you
want the flowers to be sent to them instead?

International Order
They do not have flowers to fill the order - I’m calling to
update you on the status of your order. It looks like we
currently lack a __ flower / item to complete the
arrangement. The good news is, we have items that are
very similar to your original choice. We have comparable
items like….. Which among these arrangements would you
prefer?
 I’m calling to update you on the status of your order. We’re
unable to fulfill your order today as the only florist we have
in the area has received the maximum number of orders.
The good news is, we can still deliver something special to
Out of delivery area
the recipient. I know how important it is for you to get
something sent to him/her. We have flowers that would
come fresh from our farm which will be delivered in a gift
box via FedEx. Here are the options…  

I’m calling to update you on the status of your order. I’m

sorry to inform you that we were not able to deliver the
arrangement on the time of the service. We know how
important this is for you and we want to make sure that we
get something delivered for family to let them know that
Service was over you’re thinking about them in this trying time. Do you have
their home address so we can send an arrangement to
them?
Florist wasn’t able to deliver the item on the time of the
service
 MODIFY AS NEEDED
Category

Additional information
needed

Price Change for: Additional

Delivery Attempts, DLCA on
file

Price Change for: Additional

Delivery Attempts, no DLCA
on file

Price Change for: Agent Error

ASK

Price Change for: Delivery or

Delivery and Product

Price Change for: Product

Timed Delivery Window:

Redelivery + Price Change
 Timed Delivery Window:
Price Change

ANS

Substitution Approval

Cancellation: Out of Delivery

Area

Cancellation: 1st shop can't

fulfill the order, agent found
Cancel a new shop

Cancellation: shop is out of

codefied hard good

Timed Delivery Window:

Cancel Message

Pay Florist in Full

PARTIAL PAYMENT FOR TRIP

CHARGE

DENY
 DENY

No Payment 1

No Payment 2

No Payment 3
Rose
Price
Increase
Rose Price Increase

Charge Hello,
Back I have reviewed and investigated this order and will not be able to approve the additional payment because a char
have determined that the cancellation on this order stands.
Thank you

Response for: Dispute

Rescind
Dispute

Response for: Dispute

Upheld
 MODIFY AS NEEDED
Message

HELLO. WE ARE IN THE PROCESS OF GATHERING THE REQUESTED INFORMATION FROM OUR CUSTOMER. WE
WILL UPDATE YOU AS SOON AS POSSIBLE. THANK YOU.

Hello, I reviewed this order and see that an attempt at delivery was made, but the recipient was not available.
I will add additional payment. Please redeliver as soon as possible. Please keep in mind that 1-800-Flowers
orders include $8.00 to cover the delivery cost. Thank you.

Hello, thank you for informing us and continuing to attempt delivery. Please accept this additional payment
and redeliver again as soon as possible. In the future, please send a Delivery Attempt message to keep us
informed as to the status of the order. Please be mindful that 1-800-Flowers.com orders include $8.00 to
cover your delivery cost. Our expectation is that florists fill every order to value, without requiring additional
funds and continued requests could have an impact on your shop's order volume. Thank you.

HELLO, PLEASE FIND THE PRICE CHANGE REQUEST AMOUNTING TO [ENTER AMOUNT HERE / REMOVE
BRACKETS]. WE APOLOGIZE FOR THE INCONVENIENCE. THANK YOU.

Hello. I reviewed this order and updated its value. If you do not service this zip code, please contact BloomNet
immediately to update your servicing profile. Please be mindful that 1-800-Flowers.com orders include $8.00
to cover your delivery cost. Our expectation is that florists fill every order to value, without requiring
additional funds and continued requests could have an impact on your shop's order volume. Thank you.

Hello. I reviewed this order and updated its value. Please be mindful that our expectation is that florists fill
every order to value, without requiring additional funds and continued requests could have an impact on your
shop's order volume. Thank you.

Hello. Please redeliver this arrangement on [insert date]. Please send a delivery confirmation after the
successful delivery of the order. Please know that whenever a DLC is submitted, an e-mail is automatically
generated to the customer. I am adjusting the payment on this order as the customer has been credited for
the missed delivery window. Thank you.
“Hello. I am adjusting the payment on this order. The recipient confirmed that they did not receive the order
within the selected timed delivery window. Thank you.”

HELLO, THANK YOU FOR INFORMING US OF THE SUBSTITUTION. PLEASE REFER TO THE SUBSTITUTION
INFORMATION LOCATED IN THE UTILITIES SECTION OF BLOOMLINK. OUR GOAL IS TO ENSURE THAT THE
RECIPIENT'S GIFT IS RECEIVED AND RESEMBLES WHAT WAS ORDERED TO THE BEST OF THE FLORIST’S ABILITY.
ALL SUBSTITUTIONS ARE MADE AT THE FLORIST’S DISCRETION AND ARE SUBJECT TO POTENTIAL CUSTOMER
SERVICE ISSUES. IF A SUBSTITUTION IS MADE, PLEASE NOTIFY US BY SENDING AN INFO MESSAGE WITH THE
DETAILS. THANK YOU!

Hello. I have cancelled this order. If you do not service this zip code, please contact BloomNet immediately to
update your servicing profile. In the future, instead of asking for the order to be cancelled, please reject if you
are unwilling or unable to deliver as this will avoid unnecessary inquiry messages and delivery delays. Thank
you.

Hello. I have cancelled this order. In the future, instead of asking for the order to be cancelled please reject if
you are unwilling or unable to deliver this order as this will avoid unnecessary inquiry messages and delivery
delays. Thank you!

Hello. I have cancelled this order. Please submit an inventory update located in the Utilities Section of
Bloomlink as soon as possible to ensure you are able to fulfill orders received. In the future, instead of asking
for the order to be cancelled please reject if you are unwilling or unable to deliver this order as this will avoid
unnecessary inquiry messages and delivery delays. Thank you.

Hello. I am cancelling this order as the order was not delivered within the timed delivery window requested.
Thank you.

Hello. I have received your denial and after reviewing and investigating the order have decided to issue
payment. Thank you.

Hello. After reviewing this order, I am sending partial payment of [x]. Thank you.
 Hello. I have reviewed and investigated this order and will not be able to approve additional payment because
[reason/must fill in]. I have determined that the cancellation on this order stands. Thank you.

Hello. I am still unable to approve payment because of [reason/must fill in], as stated in a previous message.
The decision remains the same. Thank you.

Hello. I am unable to approve payment because of [reason/must fill in], as stated in a previous message. The
decision remains the same. This is the final decision. Thank you.
When this order was transmitted to you it was transmitted at the price the customer paid at that time. Since
then we’ve increased prices, however there is no retroactive adjustment. All orders are transmitted with the
correct price as of the effective date. It is our expectation that you will fulfill this order at its original price. If
you are unwilling to accept this order, please properly reject it. Thank you.

Hello,
and investigated this order and will not be able to approve the additional payment because a chargeback was received. I
have determined that the cancellation on this order stands.
Thank you

HELLO,
THIS MESSAGE IS TO CONFIRM THAT THE PENALTY ON THIS ORDER HAS BEEN RESCINDED. THE
ADJUSTMENT WILL BE REFLECTED ON YOUR NEXT BILLING STATEMENT.
THANK YOU

HELLO,
THANK YOU FOR CONTACTING US. I HAVE REVIEWED YOUR REQUEST. HOWEVER, WE REGRET TO
INFORM YOU THAT THE PENALTY WILL BE UPHELD BASED ON THE TIMELY RESPONSE GUIDELINES.
THIS PENALTY WILL REFLECT ON YOUR NEXT BILLING STATEMENT. THANK YOU FOR YOUR
UNDERSTANDING.
THANK YOU
 BILLING DISCREPANCY

Thank you for reaching out to us. We're very sorry, but unfortunately, we
were unable to locate your gift certificate. We'll be happy to apply your gift
ADDITIONAL INFO
certificate to your order, but we'll need the complete gift certificate number,
NEEDED
including any dashes in the serial number. 

Thank you for reaching out to us. We've processed your request to have your
mileage posted. This will be sent to your airline at the end of the month. The
AIRLINE MILEAGE mileage credit should appear on your next statement. Thanks for letting us
CREDIT deliver a smile for you. 

Thank you for reaching out to us. After carefully reviewing your account,
we've found an authorization pending. This authorization is not an actual
charge and will be reversed within 3 - 5 business days. We apologize for any
BILLED TWICE inconvenience this has caused. 

Thank you for reaching out to us. Unfortunately, your credit card has been
declined and your order has been put on hold. Please reach out to us at 1-
888-222-0405 and provide a different credit card so we can process your
DECLINED CREDIT CARDorder and deliver your smile. 

Thank you for reaching out to us. We're very sorry your discount was not
applied correctly at checkout. We're fully committed to our 100% Smile
Guarantee and have issued a refund to your account in the amount
of [RefundedAmount]. Your refund is being processed and will be applied to
your original form of payment. Please allow up to 7 business days to post with
your financial institution. It may take up to 1-2 billing cycles to reflect on your
credit card/bank statement. 
DISCOUNT REFUND

Thank you for reaching out to us. Our Billing Department is currently
reviewing your inquiry and will be in touch with you soon. We apologize for
any inconvenience and delay this has caused. If you have any related
questions or concerns please call our Billing Department at (866) 521-
FRAUD ORDER 8029 from 8am to 8pm EST, Monday to Friday.

Thank you for reaching out to us. After checking in our system, it shows that
the refund was issued. Please provide us with the 19-digit code and PIN
GC REACTIVATION number of the gift certificate so that we can reactivate it.
 Thank you for reaching out to us. We've
applied [AmountOfGiftCertificateApplied] in Gift Certificates to your order.
Your adjusted charge is [AdjustedChargeAmount]. Thanks for letting us help
GC INFORMATION you deliver a smile. 

Thank you for reaching out to us. We're very sorry for any inconvenience.
Your order was placed through Next Jump, your company discount program.
We have issued a credit back directly through Next Jump. If the credit does
not appear on your next bank statement, please reach out to Next Jump by
following these steps: go to the Marketplace website where you placed your
order, find the Help Center and then locate the Contact Us to submit your
NEXT JUMP CREDIT inquiry.

Thank you for reaching out to us. We wanted to let you know that
unfortunately, your order is currently on hold, as your billing address does not
match with what your issuing bank has on file. 
ORDER ON HOLD

Thank you for reaching out to us. After carefully reviewing your order, we
found that [NameOfPromotionUsed] was used. Unfortunately, we're only able
to add one Promotion to each order. This includes discounts, air miles and
PROMO CODE 2ND other membership offers. 

Thank you for reaching out to us. We've reviewed your order, and our records
PROMO CODE APPLIED show that your Promotion Code was already entered. 

PROMO CODE APPLIED

ON THE ORDER

Thank you for reaching out to us. We've reviewed your order, and our records
show that your Promotion Code was already entered. 
PROMO CODE
APPROVED

Thank you for reaching out to us. We're sorry that you had trouble applying
the Promotion Code when placing your order. We're fully committed to our
100% Smile Guarantee, and have applied your Promotion Code per your
request.

PROMO CODE
APPROVED DELIVERED

Thank you for reaching out to us. We're sorry that you had trouble applying
the Promotion Code when placing your order. We're fully committed to our
100% Smile Guarantee, and have applied your Promotion Code per your
request.

PROMO CODE
APPROVED NOT Thank you for reaching out to us. It seems the Promotion Code provided is not
WORKING working correctly. We apologize for any inconvenience this has caused. 

Thank you for reaching out to us. We've reviewed your order, and our records
show that your Promotion Code was not entered, however we have issued a
PROMO CODE REFUND refund for the amount of the promotion. 
ANOTHER LINE

Again, we apologize for any inconvenience and hope

you'll let us deliver another smile for you soon! 

We look forward to helping you send another one real

soon! 

We're fully committed to our 100% Smile Guarantee,

and hope you'll let us deliver another smile for you
soon! 

We look forward to helping you send a smile real

soon! 

We apologize again, and hope you'll let us deliver

another smile for you soon! 

We're sorry again and thank you for your patience.

Thank you for your patience and understanding. We

look forward to your response! 
We look forward to helping you send another one real
soon! 

Again, we apologize for any inconvenience and hope

you'll let us deliver another smile for you soon! 

Please contact your bank to confirm your billing

information, then call us at (800) 993-1192 so we can
update our records and release your order for delivery. 

We're sorry for any inconvenience. We appreciate your

understanding and look forward to delivering another
smile for you again soon! 

The cost breakdown for your order is as follows:

Product Total: [ProductDollarAmountTotal]
Service or Shipping
Charge[ServiceOrShippingChargeDollarAmount]

Promotion: [PromotionCodeDollarAmount]
Gift Certificate: [GCDollarAmount] Tax:
[TaxDollarAmount] Total:
[TotalDollarAmount]

The cost breakdown for your order is as follows:

Product Total:
[ProductDollarAmountTotal] Service or Shipping
Charge[ServiceOrShippingChargeDollarAmount]

Promotion: [PromotionCodeDollarAmount]
Gift Certificate: [GCDollarAmount] Tax:
[TaxDollarAmount]
Total: [TotalDollarAmount]
The cost breakdown for your order is as follows:
Product Total:
[ProductDollarAmountTotal] Service or Shipping
Charge[ServiceOrShippingChargeDollarAmount]

Promotion: [PromotionCodeDollarAmount]
Gift Certificate: [GCDollarAmount] Tax:
[TaxDollarAmount] Total: [TotalDollarAmount]

The cost breakdown for your order is as follows:

Product Total:
[ProductDollarAmountTotal] Service or Shipping
Charge[ServiceOrShippingChargeDollarAmount]

Promotion: [PromotionCodeDollarAmount]
Gift Certificate: [GCDollarAmount] Tax:
[TaxDollarAmount] Total:
[TotalDollarAmount]

We're fully committed to our 100% Smile Guarantee.

Please use Promotion Code FFC to save 15% on the
merchandise portion of your order. Please note that
some Promotional items may not be eligible for a
discount and are noted as such. 

The cost breakdown for your order is as follows:

Product Total:
[ProductDollarAmountTotal] Service or Shipping
Charge[ServiceOrShippingChargeDollarAmount]

Promotion: [PromotionCodeDollarAmount]
Gift Certificate: [GCDollarAmount] Tax:
[TaxDollarAmount] Total:
[TotalDollarAmount]
Promotion Refund: [PromotionRefundDollarAmount]
We apologize for any inconvenience this has caused and hope you'll let us
deliver another smile for you soon! 

We're sorry for any inconvenience and hope you'll let us deliver another
smile for you soon! 

We're sorry for any inconvenience and hope you'll let us deliver another
smile for you soon! 
We're sorry for any inconvenience. We appreciate your understanding
and hope you'll let us deliver another smile for you soon!

We're sorry for any inconvenience. We appreciate your understanding

and hope you'll let us deliver another smile for you soon!

Again, we're sorry for any inconvenience and hope you'll let us deliver
another smile for you soon! 
**IMPORTANT NUMBERS** Spanish Speaking Customer
(800) 527-3567
1800 flowers.com
1-800-468-1141 French Speaking Customer
(800) 377-4486
TLO
1800-659-4798 Loss Prevention 42053 95408
(866) 521-8029
BLM/TEL SHOP CODE #s:
BLM: B00800000 1800flowers.ca
TEL: 44365300 (800) 491-0671

PassPort Team Floral Club

(800) 961-2036 (888) 227-7115

Fresh Reward 1800baskets CS

(800)993-1192 (800) 994-3457

Billing Dept Wedding Consultant

(888) 222-0405 (800) 605-3135

Fraud Dept BLOOMNET CODE

(866) 521-8029 800000

Bloomnet
8.66E+09 Special Handling
1-888-755-7474
Priority
(866) 257-7779 1800 flowers.com
1-800-468-1141
HR
(516) 237-4982

EXECUTIVE 1800Baskets 800-227-5 24/7

8.66E+09 1800Baskets [email protected]
Shari's Ber 877-237-7 24/7
Public Relations Shari's [email protected]
(516) 237-6131 FruitBouqu800-476-9 24/7
[email protected]
Tax Exemption Goodsey 877-488-424/7
(516) 237-6001 Goodsey - [email protected]
Personaliza800-961-4 24/7
Vendor Relation [email protected]
(516) 237-4641 Simply Cho844-719-4 24/7
Simply Choc [email protected]
UPS Stockyards888-845-4 M-F
(800) 742-5877

FedEx
8004633339 press 9 after - Account number (143813851)
8663934585 CS

BGS Corporate Account

(800) 755-7474
@1800Baskets.com

1800flowers.com

[email protected]

[email protected]

personalizationuniverse.com

[email protected]
Shari's Berries

Welcome to Shari’s Berries. My name is [ENTER YOUR NAME], how can I help you deliver a smile today?

Fruit Bouquets

Welcome to Fruit Bouquets by 1-800-FLOWERS.COM! My name is [ENTER YOUR NAME], how can I help you?

1-800-Baskets

Welcome to 1-800-Baskets! My name is [ENTER YOUR NAME], how can I help you?

1-800-FLOWERS Customer Satisfaction,

Customer Satisfaction,
Status Check,
Flowers Billing,
Flowers Order Change,
Sympathy CSI,
Sympathy Mobility,
SympathyCSI_AfterCare

Welcome to 1-800-FLOWERS.COM! My name is [ENTER YOUR NAME], how can I help you?

Important Customer – Sales

Important Customer – Customer Satisfaction

Thank you for calling 1-800-FLOWERS.COM We appreciate your loyalty to our family of brands! You are speaking with (agent n

Any Other Whisper*

Welcome to 1-800-FLOWERS.COM! My name is [ENTER YOUR NAME], how can I help you?

updated closing spiel

I hope you are extremely satisfied with the service that I provided today, You may receive an email survey asking you to rate y

Personalization Universe:
250

Welcome to Personalization
Universe! _x000D_
My name is KATE, How may I
help you?
can I help you?

s! You are speaking with (agent name). How can I deliver a smile for you today?

email survey asking you to rate your experience with me and your overall experience with 1800 flowers.com.
SET UP CALL BACK (FUNERAL OR SYMPATHY ORDERS)

RECEIVED A MESSAGE FROM FLORIST REQUESTING ADDITIONAL

INFORMATION.
CALL CUSTOMER TO ASK REQUIRED INFORMATION
*ROUTED TO VOICE MAIL-LEFT A VOICE MESSAGE
*UNANSWERED AND MAILBOX FULL- SEND EMAIL TO CUSTOMER
GO TO ORDER
ACTIONS
MME- TO SEND MESSAGE TO SHOP
SEND MESSAGE TO SHOP WITH CORRECT TEMPLATE OF GATHERING
INFORMATION
RETURN TO ASK SCREEN
APPEND DETAILED ORDER NOTESCLICK CALL BACK
COPY THE TIME
SAVE (F6)

EXAMPLE ORDER NOTES

WORKING ON ASK QUEUE, GARDEN BLOOMS SENT A MESSAGE WE NEED

TIME OF SERVICE. CALLED THE CUSTOMER. WAS NOT ABLE TO TALK TO
CUSTOMER AND MAILBOX FULL. SENT EMAIL INSTEAD. SEND MESSGE TO
SHOP STILL GATHERING INFORMATION. SET UP CALL BACK with SUP
APPROVAL (MANAGER ID)

order notes first before

you send message, exit
message and set up call back-

once you forgot to append

notes and then already send
message or exit message or
set up call back you can no
longer append notes unless
you open the order again

WORKING ON ASK QUEUE, 1-800

FLOWERS.COM FL DNC SENT A
MESSAGE WE NEED TIME OF SERVICE.
CALLED THE FUNERAL HOMES,
VERIFY THE NAME OF THE DECEASED.
ASKED THE TIME OF SERVICE.
FUNERALS HOMES STATED SERVICE
TIME IS AT 1 PM TODAY.SEND
MESSAGE TO FLORIST WITH THE
SERVICE TIME.

HELLO,
AS PER CONVERSATION WITH THE
FUNERAL HOMES, SERVICE TIME IS
AT 1 PM TODAY. PLEASE PROCEED
WITH THE DELIVERY AND SEND US
DELIVERY CONFIRMATION ONCE
SUCESSFULLY DELIVERED.
THANK YOU
TRANSMIT ORDER

NO SHOP AVAILABLE

CHECK DELIVERY DATE

CHECK TIME (BEFORE 3PM RECIP
LOC.)
GO TO ORDER
ACTIONS
WIR(NO SHOP AVAILABLE)

*IF THE PRICE CHANGE IS TOO

MUCH AND WAS NOT APPROVED,
OFFER COMPARABLE VENDOR
ARRANGEMENT CALL CUSTOMER,
OFFER THE COMPARABLE ARRANGEMENT
IF CX DECLINED. OFFER 3GP
PROCESS CSI

*IF THE PRICE IS NOT TOO

MUCH AND WAS APPROVED BY TL
PROCESSED PRICE CHANGE
SENT MESSAGE TO FLORIST
WITH CORRECT TEMPLATE

THERE IS SHOP AVAILABLE

CHECK DELIVERY DATE
CHECK TIME
GO TO ORDER
ACTIONS
WIR(THERE IS AVAILABLE SHOP)
CHOOSE SHOP
CLICK SELECT FLORIST
OTHER
SEND CAN-YES
SEND CANCELLATION TEMPLATE TO SHOP
ACTIONS
RES-RESEND
RETURN TO ASK SCREEN
MER-MESSAGES
*IN MER IF YOU SEE THAT THERE IS
CAN AND "ORDR" MEANS ORDER
WAS TRANSMITTED.
APPEND NOTES
DELETE MESSAGE

EXAMPLE ORDER NOTES

WORKING ON 1800 FLOWERS FL SENT
A MESSAGE WE WOULD LIKE TO REQUEST
ADDITIONAL FUND OF 12$. CHECK WIR.
FOUND FLORAL GARDEN. SENT CANCELLATION
MESSAGE TO SHOP. TRANSMITTED ORDER TO
FLORAL GARDEN. DELETING MESSAGE FROM
QUEUE WITH SUP APPROVAL (MANAGER ID).
customer called in.
customer complaining about
customer checking about the

status of the order

working on chat.
customer complaining about

When working on MON:

Working on ans queue.

Working on ask queue.

Working on rej queue.

created csi for status check.

created csi for delivery issue.
created csi for delivered wrong.
created csi for quality issue.

created csi for order change.

created csi for receipt.
created csi for cancel
created csi for billing discrepancy.

offer redelivery + $20 sp.

offer redelivery and 50% refund
+$20 sp.

customer agreed.
customer declined.
customer insisting a full refund.

process replacement +$20 sp.

process replacement and 50% refund +$20 sp.
process full refund +$20 sp.
send email to customer.
send message to florist.
process cancellation
upon checking
educate customer.
closing csi.
leave csi open.
assisted with sup id

EXAMPLE ORDER NOTES

-WORKING ON 1800 FLOWERS FL SENT
A MESSAGE WE WOULD LIKE TO REQUEST
ADDITIONAL FUND OF 12$. CHECK WIR.
FOUND FLORAL GARDEN. SENT CANCELLATION
MESSAGE TO SHOP. TRANSMITTED ORDER TO
FLORAL GARDEN. DELETING MESSAGE FROM
QUEUE WITH SUP APPROVAL (MANAGER ID).
working on fle// no servicing city state//
looked for another shop on WIR. found none.
looked for another shop on Locatemyflorist.com, found XYZ Shop.

agreed to take order. asked the shop code and florist information.
provide to the florist the recipient information and order.
transmitted and resend order to XYZ Shop.

*FLE
CHECK DELIVERY DATE

CHECK TIME
GO TO ORDER
ACTIONS
WIR(NO SHOP AVAILABLE)
CHECKED LOCATEMYFLORIST.COM
CALL THE NEW SHOP
ASK THE SHOP CODE AND FLORIST INFORMATION

PROVIDE THE RECIPIENT INFORMATION AND THE ARRANGEMENT

ACTIONS
FIL BOX
ROUTED TO FILL ORDER SCREEN
ENTER NECESSARRY INFORMATION OF THE NEW FULLFILMENT FLORIST
CLICK YES
EXIT
 5/2/2021 8:36
WORKING ON FLE QUEUE// NO SERVICING CITY/STATE//
CHECKED WIR AND VWIR, ALSO CHECKED

FINAFLORIST.COM AND LOCATEAFLORIST.COM

BUT NO AVAILABLE SHOP TO FULFILL THE
ORDER// CALLED THE CUSTOMER, SPOKE WITH
MARILYN AND OFFERED A COMPARABLE VENDOR
ITEM LAVANDER GARDEN BOUQUET WHICH IS AN
UPGRADED ITEM WITH PURPLE VASE AND CHOCOLATE
AMOUNTING $66.99, INFORMED THE CUSTOMER THAT

THERE WILL BE NO ADDITIONAL CHARGE FOR HER.

CUSTOMER AGREED WITH THE OFFER FOR AS LONG
AS IT WILL BE DELIVERED ON THE REQUESTED DATE.
UPON CHECKING, THE ARRANGEMENT OFFERED IS
AVAILABLE FOR DELIVERY ON THE REQUESTED
DELIVERY DATE OF THE CUSTOMER WHICH IS ON
02/08/2021// PROCESSED REPLACEMENT AND

DUMMY FILL THE ORDER//

PROCESS DUMMY FILL:

FIL BOX:
Talked to: DUMMY
Status:
Comment:
Product Price: $64.99
Total Price: 64.99
Wire Service: FFX
Operator:
Shop Code: BILLING
Florist Detail:
CLICK YES TO
working on fle// no servicing city state//
looked for another shop on WIR. found none.

looked for another shop on myflorist.com.

found none.checked order, it is going to canada.
called customer. routed to voicemail.
left a message. open CSI for delivery issue.
processed a replacement. processed dummy fill.
csi closed.

working on fle// no servicing city state//

looked for another shop on WIR. found none.
looked for another shop on Locatemyflorist.com.
found none. called customer. routed to voicemail.
left a message. checked and it is a funeral order.
set up a callback. sup approve (ID)

working on fle// no servicing city state//

looked for another shop on WIR. found none.
looked for another shop on myflorist.com.
found none.checked order, it is going to canada.
called customer. offered redelivery with $20sp.
customer agreed. open CSI for delivery issue.
processed a replacement with $20sp. delivery date
moved to 04/21. customer satisfied. csi closed.