Resources & Fact Sheets

18F CSI Guidelines

Escalation Procedure

Floral Vs. Vendor

Celebratory & Empathy Statements

Overcoming Sales Objection

How to Sound Confident on the Phone

First Impressions

18F New Hire Sales Guide

Overcoming Service Objection

Subject-Verb Agreement

Customer Service Mission

Opening/ Greeting Homerun

Pyramid of Compensation

How to Handle Disconnected Calls

How to Recognize & Handle Prank or Crank Callers

How to Enter Detailed Order Notes

Upselling & Cross-selling Tips

How to Avoid Dead Air

How to Avoid Sounding Robotic

18F New Hire Service Guide

Florist Agreements

Handling Objections

Professionalism Over the Phone