CSI Procedures:

1. Acknowledge and Apologize

Sure, I'll be happy to help/assist you!
I'm so sorry for the experience
2. Empathize, Sympathize & Reassurance
I'm so sorry for the experience. I know that this must have been very frustrating.
I'll make sure to get this issue resolve to your satisfaction.
3. Investigation
May I have the order number?
Hard Hold:
May I put you on hold for a minute or two while I'm reviewing the order?
Wonderful, please stay on the line.
Thank you for holding
May I put you on hold for another minute or two (state the reason)
Soft Hold:
(Caller's Name), Please stay on the line while I'm reviewing the order.
Please give me a few seconds while pulling up the record.
4. Resolution and Compensation
Here's the best thing that I can do (offer suggested resolution)
5. Offer Another Assistance
Is there anything else that I may assist you with?
6. Survey
Have I resolved this issue to your satisfaction?
I understand, what would I do to make you a satisfied customer?
I understand, how do you want me to rectify this?
CSI procedure
Updated by: Xander
Last updated: 12/29/2015

Because we value your feedback. We will be sending you an e-mail survey to rate
your experience with me. I hope I have resolved this issue to your satisfaction to
receive a perfect score.
7.Appreciation
I really appreciate that you call us back to report about the issue.
We really appreciate your comments that will help us more to improve.
Thank you for letting us know about this.
Thank you for doing business with 1800flowers.com.
Again my name is Xander. Have a great day/night
8. Navigation
(Select appropriate codes, resolution check list and notes for documentation)

Service Screens:
1. Welcome Screen
2. Order Search Screen
3. Verification Screen
4. Order Status Screen
5. CSI Home Screen
- Review Order Information
- Contact and Communication
- Update Order Information
6. Resolution Screen
7. Order Notes Screen
Empathy Statements:
I'm so sorry for the experience; this must have been very frustrating.
I'm so sorry for the experience, I know where you coming from.
Im so sorry for the experience, I understand how you feel.
I understand, I really can't explain how sorry I am.
I'm so sorry, if that happened to me, I will feel the same way.25 Calming
CSI procedure
Updated by: Xander
Last updated: 12/29/2015

Phrases:
Im sorry for your experience

What can we do to make you happy?

No wonder youre feeling frustrated.
Please tell me what happened.
How can I help?
We value your business, so we want to resolve this quickly for you.
I appreciate what youre saying.
My pleasure.
Lets get this taken care of.
Id be glad to do that.
Well make it right.
Ill find out for you right away.
I can see why you feel that way.
I agree.
What do you think is a fair way to settle this?
Help me with some details so we can start fixing this.
Let me see if I understand clearly.
Im here to help you.
Youre right.
Ill go to work on that immediately.
I see what you mean.
Thanks for bringing this to our attention.
Im sure we can find a solution.
Let me enter this into the system so Ive got it right.
Yes.

STATUS CHECK:
(DLOU)
I'm showing here that the order is already out for delivery or it's already on the
delivery truck. Remember our normal delivery hours are between 9am until 7pm.
CSI procedure
Updated by: Xander
Last updated: 12/29/2015

Once order has been delivered we will send you a detailed delivery confirmation
on your email.
(ORDR)
(No message or communication yet from the florist or vendor/shipper)
Do not call florist yet between 9am to 4pm (unless customer insisted)
This order has been assigned to one of our expert florist in <recipient state>
Please remember our normal delivery hours are between 9am until 7pm. Once
order has been delivered we will send you a detailed delivery confirmation on your
email.
Or you can say:
I tried to call the florist however there's no answer. I have sent a message to the
florist for a delivery confirmation. I am confident that your order is delivered, en
route, or will be delivered shortly. Please remember our normal delivery hours are
between 9am until 7pm. Once order has been delivered we will send you a
detailed delivery confirmation on your email.
(OBJECTION ABOUT REQUESTED DELIVERY TIME)
I understand how important this order is, we do not guarantee a specific delivery
time request. Please remember our normal delivery hours are from 9am until
7pm. We will make a follow up and send you a notification on your email. Here's
what I'm going to do I'll assigned specialist to check this order from time to time
and will call you back once we have the information from florist.
(UNSUCESSFUL CONTACT TO A FLORIST)
Thank you so much for holding, I am sorry I was unable to reach the shop but I
have sent a message to florist for a delivery confirmation. I am confident that
everything is okay with your order. Again our florists are working very hard to
make all deliveries made. Our delivery time is until 7pm and I see no problem /
issue with your order, we'll check with the florist later to follow up on the delivery
and as soon as the florist confirms the email confirmation will be emailed to you.
(OPENING SCRIPT WHEN CALLING FLORIST)
Hello, my name is ______. I'm calling from 1800flowers.com customer service. I
would like to check the status of an order for (name of recipient) for (delivery
date).
May I please have your name?
CSI procedure
Updated by: Xander
Last updated: 12/29/2015

Thank for your assistance

Thank you for taking this call
(RECIPIENT ASKING FOR SENDER'S NAME)
Alright ____, Since I'm not authorized to give out any sender's information. Here's
what I'm going to do I'll call the sender to ask permission. May I please put you on
hold for a minute or two?
CALLING CUSTOMER:
Hi, My name is ____. I'm calling from 1-800-flowers.com customer service. I would
like to ask permission if we can disclose your information to <recipient name>
since card message was not signed.
or I would like to ask permission if I can provide your name and address to
<recipient name> since card message was not signed.
or <recipient name> wanted to know who sent the flowers/gift. Would you like me
to tell him/her that you're the one who sent it?
Voicemail:
Hello, My name is _____ from 1-800-Flowers.Com Customer Service. This message
is for John Smith. We would like to speak with you regarding the order number
______. (state the reason). Please call us back at 800-468-1141. Anyone of our
specialist will be able to assist you. Thank you and have a nice day.
Apology Voicemail:
Hello, My name is _____ from 1-800-Flowers.Com Customer Service. This message
is for Laura Smith. We would like to apologize that (state the issue). For further
assistance, please call us back at 800-468-1141. Anyone of our specialist will be
able to assist you. Thank you and have a nice day.
RECEIPT:
Issue: Customer will call us for Receipt its either they did not receive it or they
need to receive a new or additional copy.
Receipt Reasons:
CSI procedure
Updated by: Xander
Last updated: 12/29/2015

1. Order Confirmation
2. Receipt of Credit
4 Receipt Scenarios:
1. Email is correct
2. Incorrect e-mail on file
3. No e-mail address on file
4. Fax
Script:
Here's what I'm going to do, I'll request an order confirmation/receipt of credit to
our email department. You will receive it on the next 24 to 48 hours.
Procedure:
1. If e-mail is incorrect, Use another Atlas. Use Action Button Email Change to
modify email address.
2. If customer does not have e-mail on file and requesting for confirmation, just
open CSI Receipt (add the email address on the order notes)
3. Use *** Open for Kana *** every time you request an email.
BILLING DISCREPANCY
Issue:
Promotion Code Not applied
Multiple Authorizations (Double charge)
Unknowledgeable of Service Charge
Pre-authorization Explanation:
"(Customer), what you're seeing is a pre-authorization on your credit card. The first pre
authorization is placed on your account to ensure its a valid credit card and it has the funds available to
process payment. But don't be alarmed as this is only a temporary hold and isn't a duplicate charge.
This pre-authorization will drop off automatically within 24-48 hours
Customer asked:
I want a refund for the authorization charge!
Suggestive Script:
A refund isn't necessary as it will automatically drop off in 24-48 hours.
CSI procedure
Updated by: Xander
Last updated: 12/29/2015

Service Charge Explanation:

Thats a great question! Here at 1800Flowers.com, we handle everything for you. We locate the
perfect florist, send them the order, and we personally guarantee that it will be delivered on time and
make your recipient smile!
If there is any problem at all, no matter how small, we will fix it for you with no hassle.
Our 100% guarantee ensures that you and your recipient will receive the best service possible!
CANCEL:
1. FLORAL
> cancel the order to florist (send CAN Message)
> issue full credit
Note: For Same Day Delivery, Call florist first to check if we can still
cancel order.
2. VENDOR
Note: Consider wire status
If it's Unread@Vendor and In Bloomlink Express Queue- we can still cancel order

Send can to vendor (can message will populate)

Issue full credit

confirmed@vendor - can no longer cancel the order

I'm really SORRY the order has already been processed for shipping and it's going
to be delivered by either FEDEX OR UPS so cancellation on the order is no longer
available.
Delivery Issue: FLORAL

Late

Early

Non- delivery
Please take note that you must follow Resolution on Atlas:
DELIVERY ISSUE:
Compensation (Resolution)
$20sp + apology
Redelivery + $20sp + apology
50% pc + $20sp + apology
FC + $20sp + apology
CSI procedure
Updated by: Xander
Last updated: 12/29/2015

DELIVERY ISSUE: FLORAL

Non- Delivery
redelivery + 20sp + apology
send redelivery message to florist
full credit + 20sp + apology
send can message to florist
issue full credit
Late/Early
$20sp + apology
issue $20sp
50% pc + $20sp + apology
send price change to florist (if florist fault)
issue partial credit to customer
DELIVERY ISSUE: VENDOR
Non- Delivery
redelivery + 20sp + apology
replace order
full credit + 20sp + apology
issue full credit
Late/Early
$20sp + apology
issue $20sp
50% pc + $20sp + apology
issue partial credit

QUALITY ISSUE:
Floral:
7 DAY RULE
Within 7 Days - Florist Fault
Redelivery + 20sp + apology redelivery message to florist
50% pc + 20sp + apology - send price change to florist and issue pc to customer
Price Change - send to florist Type P Action Code (Get the half amount of the
CSI procedure
Updated by: Xander
Last updated: 12/29/2015

merchandise)
After 7 Days - Caller's Fault or Recipient's Fault
20sp + apology
50% PC + 20sp + apology - just issue pc to customer
Quality Issue
Vendor:
Within 7 days:
Packaging Box Rules: Condition of the Box
Box Damaged: Shipper Fault
Box Not Damaged: Vendor Fault
>Redelivery + 20sp + apology - Replace (open another atlas first, check the
earliest delivery date <zip code and product code>
> 50% pc + 20sp + apology - just issue pc
After 7 Days:
Fault Code: Caller (Recipient or Customer)
> 20sp + apology
> 50% pc + 20sp + apology - just issue pc

DELIVERED WRONG:
7 Days Rule:
Within 7 Days - Florist Fault
Redeliver + 20sp + apology redelivery message to florist
50% pc + 20sp + apology - send price change to florist and issue pc to customer
Price Change - send OTHER (ASK) message florist Type P Action Code (Get the
half amount of the merchandise)
After 7 Days:
Fault Code: Caller (Recipient or Customer)
20sp + apology
CSI procedure
Updated by: Xander
Last updated: 12/29/2015

50% PC - just issue pc to customer

DELIVERED WRONG
VENDOR:
Within 7 days:
Packaging Box Rules: Condition of the Box
Box Damaged: Shipper Fault
Box Not Damaged: Vendor Fault
> Redelivery + 20sp + apology - Replace (open another atlas first, check the
earliest delivery date <zip code and product code>
> 50% pc + 20sp + apology - just issue pc
After 7 Days:
Fault Code: Caller (Recipient or Customer)
> 20sp + apology - just issue $20sp
> 50% pc + 20sp + apology - just issue pc
Additional Script for Quality issue/Delivered Wrong:
Please be informed that the florist will pick-up the old arrangement when we
redeliver for Quality Control purposes.
Script for Offering Redelivery for Vendor:
Here's what I'm going to do, I'll set up a replacement. Let me check the earliest
delivery date. You will also receive a $20sp to be sent to your e-mail next week its
either Tuesday or Friday.
Time Frame for Refund and Credit:
Approved
The full amount will be dropped- off within 24 to 48 hours depending on the
process of your bank.
Approved and Captured
The full amount will be posted back to your account within 3 to 5 business days
depending on the process of your bank.

CSI procedure
Updated by: Xander
Last updated: 12/29/2015

Suggested Script for Compensation:

Redelivery + $20SP + apology to recipient Script: Floral
Here's what I'm going to do, I'll set up redelivery/replacement for tomorrow and
issue a $20 savings pass to be sent to your email address next week Tuesday or
Friday.
I can also call recipient to apologize. Would that be fine?
Note: For quality issue and delivered wrong include:
I'll set up redelivery/ replacement tomorrow. The florist will also pick up the old
arrangement for quality control purposes. Alright? I'll also issue $20 savings pass
to be sent to your email address next week Tuesday or Friday.
I can also call recipient to apologize. Would that be fine?
Redelivery + $20SP + apology to recipient Script: Vendor
Here's what I'm going to do, I'll set up redelivery/replacement. I'll check the
earliest delivery date. Alright?
I'll also issue a $20 savings pass to be sent to your email address next week
Tuesday or Friday.
I can also call recipient to apologize. Would that be fine?
50% PC + $20SP + apology to recipient Script: Floral & Vendor
I'll issue a 50% partial credit back to your account and it will be posted to you
account within 5 to 7 business days depending on the process of the bank.
(Approved and Captured)
I'll also issue a $20 savings pass to be sent to your email address next week
Tuesday or Friday.
I can also call recipient to apologize. Would that be fine?
I'll issue a 50% partial credit back to your account and it will be posted to you
account within 24 to 48 hours depending on the process of the bank. (Approved)
I'll also issue a $20 savings pass to be sent to your email address next week
Tuesday or Friday.
I can also call recipient to apologize. Would that be fine?
FC + $20SP + apology to recipient Script: Floral & Vendor
I'll issue the full credit back to your account and it will be posted to you account
CSI procedure
Updated by: Xander
Last updated: 12/29/2015

within 3 to 5 business days depending on the process of the bank. (Approved and
Captured)
I'll also issue a $20 savings pass to be sent to your email address next week
Tuesday or Friday.
I can also call recipient to apologize. Would that be fine?
I'll issue the full credit back to your account and it will be posted to you account
within 24 to 48 hours depending on the process of the bank. (Approved)
I'll also issue a $20 savings pass to be sent to your email address next week
Tuesday or Friday.
I can also call recipient to apologize. Would that be fine?
ORDER CHANGE
FIRST SCENARIO:
SIMPLE ORDER CHANGE
> changing recipient's info
> changing card message
> changing delivery date
> changing floral item to floral item (with the same price)
1.
2.
3.

STEPS:
Select CSI type to Order Change
Select a Detail Code (what needs to be changed)
Select or hit CHANGE ORDER button (sent message to florist)

SECOND SCENARIO: (DOWNGRADING THE PRODUCT)

CHANGING FLORAL ITEM TO SAME FLORAL ITEM WITH LOWER PRICE
> consider the CC STATUS
If APPROVED only
> Select or hit CHANGE ORDER button
> Enter the new product w/ lower price
> The system will send a message to florist
> continue CSI
> inform customer that the difference of the amount will be
automatically dropped off w/in 24 to 48 hours since credit card was just
authorized
If APPROVED&CAPTURED
> Select or hit CHANGE ORDER
> Enter the new product w/ lower price
> The system will send a message to florist
> continue CSI
CSI procedure
Updated by: Xander
Last updated: 12/29/2015

> click PC and manually enter the price to be refunded

THIRD SCENARIO: (UPGRADING THE PRODUCT)
CHANGING FLORAL ITEM TO DIFFERENT ITEM WITH HIGHER PRICE
Note: whether the CC status is APRROVED OR
APPROVED&CAPTURED
> Send CAN MESSAGE to the florist
> Select or hit DUPLICATE ORDER button
> You will be prompted to the order screen where you can
change the product
> continue w/ the order
> give the order new order # to the customer
> You will be prompted back to the CSI Screen
> click Continue CSI
> issue the FC to the customer
> continue up to the notes

FOURTH SCENARIO:
CHANGING FLORAL ITEM TO VENDOR ITEM W/ THE SAME PRICE
> Always consider the delivery date
(FOR FUTURE DELIVERY DATE)
> send CANCELLATION message to the florist (state the reason why
your cancelling)
> click REPLACE ORDER button
> You will be prompted to the order screen
> click the Product/ Card Message TAB and ENTER THE VENDOR
PRODUCT #
> complete the order
> give the new order #
> proceed up to the end
(FOR SAME DAY DELIVERY)
> call florist prior of cancelling the order

FIFTH SCENARIO:
CHANGING VENDOR ITEM TO FLORAL ITEM
> REPLACE button needs to be click (same price)
> DUPLICATE (if higher price or lower price) - issue FC to the first order
NOTE: CONSIDER THE WIRE STATUS. IT SHOULD BE UNREAD@VENDOR
CSI procedure
Updated by: Xander
Last updated: 12/29/2015

SIXTH SCENARIO:
CHANGING ASPECT OF THE VENDOR ITEM
> Check first on another ATLAS if the product or order can still be delivered on the
original date.
> REPLACE button needs to be click (same price)
> DUPLICATE (if higher price or lower price) - issue FC to the first order
NOTE: CONSIDER THE WIRE STATUS. IT SHOULD BE UNREAD@VENDOR

ORDER CHANGE FOR VENDOR ITEM

NOTE: Always check and consider the WIRE STATUS
3 DIFFERENT WIRE STATUS
1. UNREAD @ VENDOR - order can still be changed and/or cancel
> click REPLACE ORDER (SAME PRICE) button or
> click DUPLICATE ORDER button if UPGRADE or DOWNGRADE (issue fc on
the original order)
2. CONFIRMED @ VENDOR - order is already on the process and we can no
longer cancel or change anything on the order
3. IN EXPRESS TRANSIT QUE - we can still cancel and change the order
> click CHANGE ORDER button
CANCEL:
1. FLORAL
> cancel the order to florist
> Issue full credit
2. VENDOR
Note: Consider wire status
If it's unread@vendor - we can still cancel order
confirmed@vendor - can no longer cancel the order
CSI procedure
Updated by: Xander
Last updated: 12/29/2015

I really apologize the order has already been processed for shipping and it's going
to be delivered by either FEDEX OR UPS so cancellation on the order is no longer
available.
Status Bars:
Wire Status:
Floral:
Transferred by Bloomlink
Transferred by Dove
In Bloomlink Transfer Queue
In Dove Transfer Queue
In The Outbound Call Queue
Unread@Florist
Vendor:
Confirmed@Vendor
In Bloomlink Express Queue
Unread@Vendor
CC Status:
Approved
Approved and Captured
Authorization Timed Out
Declined
Order Status:
Saved
Updated
Deleted
Basic Compensation:
Delivery Issue
CSI procedure
Updated by: Xander
Last updated: 12/29/2015

 Non-Delivery
-

Redelivery + $20sp + apology

FC + $20sp + apology

Late/Early
-

$20sp + apology

50% Partial Credit + $20sp + apology

Delivered Wrong/Quality Issue

Within 7 Days
-

Redelivery + $20sp + apology

50% Partial Credit + $20sp + apology

After 7 Days
-

$20sp + apology

50% Partial Credit + $20sp + apology

Note: Beyond suggested resolution must require a supervisors approval.

Supervisors Atlas ID should be included on the notes.
CSI Procedure per Resolution:
Delivery Issue (Floral)
Non-Delivery
Redelivery + $20sp + apology
-

Send redelivery message to florist

FC + $20sp + apology
-

Send CAN message to florist

Issue FC to customer

Late/Early
$20sp + apology
-

Issue $20 SP

50% Partial Credit + $20sp + apology

-

Send Price Change to florist (if florist fault)

Issue PC to customer
CSI procedure
Updated by: Xander
Last updated: 12/29/2015

Delivery Issue (Vendor)

Non-Delivery
Redelivery + $20sp + apology
-

Replace the order

FC + $20sp + apology
-

Issue FC

Late/Early
$20sp + apology
-

Issue $20 SP

50% Partial Credit + $20sp + apology

-

Issue PC

Delivered Wrong/Quality Issue (Floral)

Within 7 Days
Redelivery + $20sp + apology
-

Send redelivery message to florist

50% Partial Credit + $20sp + apology

-

Send Price Change to florist

Issue PC to customer

After 7 Days
$20sp + apology
-

Issue $20 SP

50% Partial Credit + $20sp + apology

-

Issue PC to customer

Note: Redelivery for Floral should send message to florist while Vendor shoud
replace. In some instances that the florist is no longer liable on an issue
(Delivered Wrong/Quality Issue After 7 Days etc) and customer insisted redelivery,
order should be replace.

CSI procedure
Updated by: Xander
Last updated: 12/29/2015

FLORAL
ACTIONS>VIEW FLORIST>ENTER ZIPCODE>ASK FOR NEW AND COMPLETE ADDRESS>REVIEW
ORDER>CHANGE RECEPIENT INFO>ENTER ZIPCODE>EXIT>SEND THE CHANGES TO FLORIST?
(CANCEL)>CONTACT COMMUNICATION>SEND MESSAGE>CANCEL MESSAGE>CSI
CLOSE>BLANK NOTES>EXIT>PULL OUT ACCOUNT>GO TO ORDER INFO>SELECT NEW
FLORIST>RESEND ORDER>REVIEW ORDER>ORDER NOTES>CSI CLOSED
SIMPLE ORDER CHANGE
FLORAL:
1ST SCENARIO: CARD MESSAGE
*CHANGING ANYTHING ON THE ORDER-SELECT CSI TYPE TO ORDER CHANGE>DETAIL
CODE(UPDATE)>UPDATE ORDER INFO>CHANGE ORDER>(CHANGE THE
INFO)>EXIT>NAVIGATE
2ND SCENARIO: DOWNGRADE
*CC STATUS (APPROVED)-SAME AS FIRST SCENARIO>INFORM THE NEW
PRICE>NAVIGATE
3RD SCENARIO: UPGRADING THE PRODUCT (CREDIT CARD STATUS-TIME)
//SEND CANCEL MESSAGE TO FLORIST (CC STATUS APPROVED/AP N CAPTURED)
//AFTER SENDING CANCELLATION
UPDATE ORDER INFO>DUPLICATE ORDER>ORDER PROCESS>(WILL GO BACK TO FIRST
ORDER) ISSUE FULL CREDIT, MESSAGE TO FLORIST>RESOLVED>CUSTOMER>PRODUCT>CSI
CLOSED
4TH SCENARIO: CHANGING FLORAL ITEM TO VENDOR WITH THE SAME PRICE
//ALWAYS CONSIDER THE DELIVERY DATE (ZIP CODE, PRODUCT CODE)
//SEND CANCEL MESSAGE (HELLO, CUSTOMER FOUND ANOTHER GIFT. THANK YOU)
*UPDATE ORDER INFO>REPLACE ORDER>PASSWORD(NOTATE)>ORDER
PROCESS>COMPLETE>PROVIDE NEW ORDER NUMBER, PRICE AND ITEM>SEND MESSAGE
FLORIST>RESOLVED>CUSTOMER>PRODUCT>NAVIGATION>CSI CLOSED
3 DIFFERENT WIRE STATUS FOR VENDOR PRODUCT
//IN BLOOMLINK EXPRESS QUEUE-NO NEED TO PROCESS REPLACEMENT-PROCESS
CHANGES>CLOSE CSI
//UNREAD@VENDOR-SEND CANCEL MESSAGE>REPLACEMENT
//CONFIRM@VENDOR-NO CHANGES ARE ALLOWED
5TH SCENARIO
VENDOR:
//ALWAYS CHECK WIRE STATUS
CHANGING VENDOR TO FLORALUNREAD@VENDOR
*//IF SAME PRICE-SEND CANCEL MESSAGE>REPLACE
*//UPGRADE AND DOWNGRADE-SEND CANEL>ISSUE FULL CREDIT>DUPLICATE ORDER
6TH SCENARIO: CHANGING ASPECT OF VENDOR ITEM (VENDOR 2 VENDOR)
//CHECK IF VENDOR ITEM WILL BE AVAILABLE TO THE SAME ORIGINAL DELIVERY DATE (SAME
CSI procedure
Updated by: Xander
Last updated: 12/29/2015

PRICE)

*SEND CANCEL>REPLACE
*DUPLICATE>SEND CANCEL MESSAGE>ISSUE FULL CREDIT

FLORAL : CONTACT ND COMM>SEND MESS TO FULLFILER>OTHER>ASK>P>NEW PRICE

HELLO, PLEASE ACCEPT PRICE CHANGE DUE TO ___. THANK YOU
VENDOR : SELECT CORRECT FAULT CODE.

CSI procedure
Updated by: Xander
Last updated: 12/29/2015