SERVICE CALL

Step 8: 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 9: Introduce the best sellers or closely related to what they have and offer the item that best suits their concerns and preference. (Make sure to adapt the tone needed for their specific occasion. If the customer says no, proceed to the next step, but don't forget to acknowledge them) 

Step 10: If the steps above has been declined by the customer. Offer options that can  satisfy your customer's initial concern. (You can be creative with your resolution, as there are no limits.) Please see the possible options that you can use to resolve the issue: 

Step 11: Set the expectation of the customeron the resolution that they chose. "We will [offer customer agreed to(eg. send you a replacement)]. Thank you." 

Step 12: Ask the customer if they will place another order for someone else. "Are you  ordering for anyone else today?"

Step 13: If none, you may transition to your upsell script. (Use one of the scripts provided) 

▪ "For calling in today, you qualify for our (Choose an item from the website)  which is on sale for a limited time. It is a great value at only (discounted price  that you have), a savings of (Amount off)! Would you like to add this to your  order?" (You may modify the script as needed to further describe the item) 

▪ "Let me tell you about our Celebrations Passport Program! This yearly  membership provides you with free standard shipping and no service charge on  eligible products from our family of brands. The annual cost is only $29.99, and  membership benefits can start today, including Free Shipping and No Service  Charge on this order. Would you like to enroll today? " (This script now requires us to say it verbatim) 

Step 14: 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 15: Proceed with the closing spiel. "Thank you for shopping with Harry and David  and have a wonderful day."