Step 6: Identify the concerns of the customers and make sure to be empathetic, as they are already upset about what has happened to their order
Step 7: Make sure to ask all of the information needed that will help you to resolve the concern:
"For the security of your account, can I have your:"
First and Last name
Home Address
Recipient's name
Order Number
Step 8: Offer options that can satisfy your customer's needs. Please see the possible options that you can use to resolve the issue:
Replacement
Partial Refund
Replacement and a Refund
Full Refund
Give promotional discount for their next online purchase
Replacement
Partial Refund
Replacement and a Refund
Full Refund
Give promotional discount for their next online purchase
Replacement
Partial Refund
Replacement and a Refund
Full Refund
Give promotional discount for their next online purchase
Replacement
Partial Refund
Replacement and a Refund
Full Refund
Give promotional discount for their next online purchase
Step 9: Set the expectations of your customer after providing the resolution. (Provide the refund turn-around timeframe, provide replacement delivery timeframe, provide the promotional discount)
Step 10: Ensure. Give a rundown of what has happened and the details of the order, and after that, ask your OFA question. "Have I addressed and resolved all of your concerns today?"
Step 11: If none, you may transition to your upsell script. (There are two, and you may only choose one depending on the concern and need of your customer)
"I'm glad that everything is taken care of, and before we say goodbye, you can get exclusive savings of up to (come up with a percentage off) % if we complete another order for you today. Shall we go ahead and place another order today?"
"Allow me to share an easy way to save money all year round. Our Celebration Passport Program frees you from standard shipping and service charge payments on eligible products from our family of brands. The introductory price is only $19.99, and discounts start today. Shall I add this to your order?"
Step 12: After doing your upsell, complete the details and close the sale.
Step 13: Offer your 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."
Step 14: After the survey, you may proceed with the closing spiel. "Thank you for doing business with 1800Flowers.com. Again, my name is ___ . Have a great day!"