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opening spiel: "thank you for calling ftd.com, this is clarence can i have your order number please" DNIS ftd: 6561 DNIS-Dialed Number Identification system.
DNIS proflower : 2905
cs- yes, my order number is "5169355325637"
verification process spiel:
- "for verification process may I have you first and last name?"
"Yes, it's Diane Dodge."
offering assistance spiel:
- "how may I help you today?"
pull up (order number) -phone#
other spiel: may I have your complete name.
verify (billing name) -
billing name (mandatory) [third party] - may I have the billing name.
either or the last 4 digit of the credit card,
thought of the card message (if they can't provide)
---------------------------------------------------------------------------
customer is calling.
recipient is calling.
pull up.
order# complete name (recipient name) same opening spiel.
phone# complete name.
---------------------------------------------------------------------------
florist is calling.
same opening spiel
G2378B-3500 - mercury order id
only 6 numbers
verification: shop name or shop code
(v) "can you verify you shop name"
---------------------------------------------------------------------------
top call driver: the reason why customer calling
modification: name of recipient, address, delivery date, product, card msg
delivery status: status order
---------------------------------------------------------------------------
quality issue complains (dead flowers or wilted, broken vase, different from what they ordered, melted chocolate, missing stem etc.
AER
acknowledge
empathized
reassure
AER- "I am sorry to hear that u receive a broken vase I reassure that we resolved that."
offer for quality issue.
redeliver
30% discount
full refund
vendor
florist-communication com: hi, we received feedback from the customer......
---------------------------------------------------------------------------
non-delivery:
-offers
delivery with upgrade: additional stem
delivery with 30% refund:
full refund:
promotion discounts:
general inquiry: mostly question
pattern comm:
who is calling? (its ok to short cut)
-cci CUSTOMER
-rci RECIPIENT
-ff FLORIST
reason for the call
cci want to change the name of the rci from Mary to jane, update the name, advise customer... RESOLVED.
cci to check the status advised that it's been delivered cost agree RESOLVED.
pre-close spiel: there's something I can help you with
pre-close spiel 2: there would be anything else that I can help you with.
closing spiel:
AER- "i am sorry to hear that u receive a broken vase I reassure that we resolved that."
account:
DNIS ftd: 6561
DNIS proflower : 2905
link log in:
[email protected]
Superman23
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