CS SPILLS

Opening

Thank you for calling “harry and David”, this is “jun”, how may I help you for today?

 I’am very sorry with the inconvenience and disappointment,and I understand your concern, I will check your
order, and see how will I can assist.
 I understand how you feel and I’am sorry about that
If am in your position I will also get mad about that
 I’am very sorry for that, and I understand your concern, and I will do my best to help you with that
 (Do not provide tsp if “sympathy, gift box”)

May I have your order number? Cp number/last name, zipcode

Verification

 May I place the call on hold for about a minute or 2? I will just pull out and check your account
 Just a moment please? And I will just pull out your account
(May I ask for your last name, so I can address you properly?)
 For verification, may you please state me your full name and address please?
 I understand you concern but, for me to check, I need to ask some information from you.
FOR REPLACEMENT:

Thank you for calling “harry and David”, this is “jun”, how may I help you for today?

I’am very sorry for that, and I understand your concern, and I am more than willing to help you with that

May I have your order number?

“Just to make sure I understand..

I’d just want to clarify, are you asking about.. right?

Was it the whole box, or just a few pcs of fruit?

Were the other items in the gift ok?”

I just want to verify that the item you have ordered for is “recipient” and the item is “item” and it should have arrived by
the “date”. Am I right?

To make amends we will file a replacement for this

Okay mr/ms. I was able to process your replacement, and it will arrive by the that “date”

Okay then, by the way si there anything else I can help you with? I hope you are extremely satisfied with the service I
provided today. Thank you fro shopping with “Harry and David”.

We hope to hear from you soon again.

FOR TRACKING:

Thank you for calling “harry and David”, this is “jun”, how may I help you for today?

I would be more than happy to help you on tracking your order

May I have your order number?

I can see here that you have multiple recepients, may I ask who do you want to track order from?

I can see here that your order is “item” and it should have arrived by “date”

Upon checking here, your order is “situation” .

I have here you order number, would you want it?

And don’t worry we assure you that the item will arrive by that time.

Okay then, by the way si there anything else I can help you with? I hope you are extremely satisfied with the service I
provided today. Thank you fro shopping with “Harry and David”.

We hope to hear from you soon again.

(I’m sorry for the confusion, actually upon checking here, the gift was delivered this “date”.)
FOR LATE ARRIVAL:

Thank you for calling “harry and David”, this is “jun”, how may I help you for today?

I’am very sorry for that, and I understand your concern, and I am more than willing to help you with that

May I have your order number?

Let me just pull out your account

I just want to verify that the item you have ordered for is “recipient” and the item is “item” and it should have arrived
by the “date”.
Let me just check. (verify if it’s really late)
I was able to verify here, that your order did arrive late, I am very sorry for that, to make amends, we would like to
process an apology letter. And aside from that, we would like to offer you a refund of shipping charge.

Okay ms/mr. I would like to inform you that I was able to process you refund, please expect it to reflect in your account
soon. And again, I’m really sorry for this and I’ll be sure to escalate this concern, so that, this situation won’t happen
again.

Okay then, by the way si there anything else I can help you with? I hope you are extremely satisfied with the service I
provided today. Thank you fro shopping with “Harry and David”.

We hope to hear from you soon again.

(charge adjustment = click f2 on total order)

FOR LATE/EARLY ARRIVAL but passport member:

Thank you for calling “harry and David”, this is “jun”, how may I help you for today?

I’am very sorry for that, and I understand your concern, and I am more than willing to help you with that

May I have your order number?

Let me just pull out your account

I just want to verify that the item you have ordered for is “recipient” and the item is “item” and it should have arrived
by the “date”.
Let me just check. (verify if it’s really late)
I was able to verify here, that your order did arrive late\early, I am very sorry for that, to make amends, we would like to
process an apology letter. And since I see that you are already a passport member, I would like to offer you a 20% refund
on your ordered item “item” .

(if the customer still isn’t satisfied)

I can give you a 20% discount for your future order. And you can expect it on your email for 24 hours.

Okay ms/mr. I would like to inform you that I was able to process you refund and future discount, please expect it to
reflect in your account soon. And again, I’m really sorry for this and I’ll be sure to escalate this concern, so that this
situation won’t happen again.

Okay then, by the way si there anything else I can help you with? I hope you are extremely satisfied with the service I
provided today. Thank you fro shopping with “Harry and David”.

We hope to hear from you soon again.

For Cancellation:

Thank you for calling “harry and David”, this is “jun”, how may I help you for today?

Ok, I understand that you want to cancel your order, may I know your reason?
Okay I would be glad to help you with that
Let me just pull out your account
May I have your order number please?
“VERIFY INFORMATION”
I just want to verify that the item you have ordered for is “recipient” and the item is “item” and it should have arrived by
the “date”. Am I right?

(if can be saved)

“Okay about your concern, I believe we can do something about it if you are not home, we can add temporary address,
so that you won’t have to cancel, would you prefer that or you still want to proceed with you cancellation?”

(if canceled)
Upon checking you request, I can see here that the item you request is already cancelled.
Please, expect the refund amount of “amount” to reflect on your account within 5-10 business days.

Okay mr/ms. I was able to process your cancellation request and please, expect the refund amount of “amount” to
reflect on your account within 5-10 business days.

Is there anything else I can help you with?

is there anything else that I can help you with?

I hope you are extremely satisfied with the service I provided today. Thank you fro shopping with “Harry and David”.
We hope to hear from you soon again.
FOMC spoiled

Replace same item arrive next year

Replace comparable item ($5-10)

Double shipment next month (same item of the next month)

Extend shipment

Thank you for calling “harry and David”, this is “jun”, how may I help you for today?

I’am very sorry for that, and I understand your concern, and I will do my best to help you with that

may I have your order number? Cp number/last name, zipcode

“Just to make sure I understand..

I’d just want to clarify, are you asking about.. right?

Was it the whole box, or just a few pcs of fruit?

Were the other items in the gift ok?”

I just want to verify that the item you have ordered for is “recipient” and the item is “item” and it should have arrived by
the “date”. Am I right?

To make amends we will file a replacement for this

****PROCESS***

Okay mr/ms. I was able to process your replacement, and it will arrive by the that “date”

Okay then, by the way si there anything else I can help you with?

I hope you are extremely satisfied with the service I provided today. Thank you fro shopping with “Harry and David”. We
hope to hear from you soon again.

For Month only Verbiage

This fruit is dependent on harvest and a specific arrive by date cannot be provided. However, I can promise it will arrive
sometime during the month of <month>. Once it’s ready for harvest, it will be shipped on a refrigerated truck. Delivery
will take place 4-7 business days from the day it ships
FOR DECLINED CARD

Ok miss/sir “name” Don’t worry I’ll be more than happy to help you with this concern

I’am sorry for the inconvenience, I will be more than happy to check it for you

For me to proceed, may I ask for your order number?

Okay, thank you, as for verification, may I ask for your full name and address

Okay thank you for that information,

*check the concern* > double click the account > Void payment > get new account number > double click again the
account > mark resolved

Okay, as I see here on our system, I regret to inform you but your card number has been declined by your bank

To resolve this, I need to ask you for a new card number is that okay?

“ask for new card number”

Okay thank you so much for that info.

Okay then, we have been able to resolve you concern

And by the way *TSP*

Is there anything else I can help you with?

okay then, I hope you are extremely satisfied with the service I provided you today. Thank you for shopping with harry
and David , we hope to hear from you soon again
FOR HOLD CANCELLATION (SLP/DLP)

Ok miss/sir “name” Don’t worry I’ll be more than happy to help you with this concern

I’am sorry for the inconvenience, but don’t worry I’ll be more than willing for your cancellation request

For me to proceed, may I ask for your order number?

Okay, thank you, as for verification, may I ask for your full name and address

Okay thank you for that information,

***check item status***

//If item status is SLP or DLP you cannot cancel//

I regret to inform you but we cannot cancel your order anymore because it already entered the shipment process

//If he/she insist//

Okay ms/mr I will process a request a cancellation for this, please give me a moment.

Okay ms/mr I already processed requested for cancellation for your order, but I cannot guarantee to you that the item
you have ordered won’t arrive. But to be safe, I place your order on hold.

And by the way *TSP*

Okay thank you so much and you’re very much welcome

Is there anything else I can help you with?

okay then, I hope you are extremely satisfied with the service I provided you today. Thank you for shopping with harry
and David , we hope to hear from you soon again.
CLOSING

I believe that we are done with your concern, is there anything else that I can help you with?
I hope you are extremely satisfied with the service I provided today. Thank you fro shopping with “Harry and David”.
We hope to hear from you again.

ESCALATION

For me to proceed, I need to know the reason. May I know why?

Please hold one moment while I transfer you to our supervisor

Escalation line = 565 > Escalations

ASSURANCE

Have I taken care of everything for you?

What can I do to resolve this situation?
I’d like to be helpful, what do you think is the fair solution?
What can I do to make this right for you?

INVENTORY INQUIRY

Upon checking your request, I can see here that the item you inquired “item” will be available to deliver by “date” for
express delivery

Stop catalogue/mail/etc

Customer service > retrieve> options > customer rules

For status check:

BOP - item is not shipped and will arrive by requested date

“The item that you have ordered, is currently on process”

Actions : Cancel, Change Item, Change Address, Charge Adjustment

BON - item is back ordered with no inventory and no planned ship date

Actions : Cancel, Change Item, Change Address, Charge Adjustment

HLD – Item on hold

“I’m sorry, but your item is currently on hold, due to……”

Actions : Cancel, Change Item, Change Address

DLP – vendor shipped item label has printed

Actions : Item status is dlp or slp

SLP – item label has printed

Actions : Item status is dlp or slp

DPV – Vendor shipped item has shipped

Actions : refund, replace, charge adjustment

SPV – item has shipped

“ upon checking here, your item has been shipped, it should arrive by”

Actions : refund, replace, charge adjustment

SUB – item has been substituted

Actions : no further action can be taken

RET – item has returned

Actions : refund, replace, charge adjustment

RPL – item has been replaced

Actions : charge adjustment

RTP– item is ready to print

Actions : Cancel, Change Item, Change Address, Charge Adjustment

CAN – item has been cacelled

Actions : no further action can be taken

REM – item has been reimbursed

Actions : no further action can be taken

NOT ALLOWED

Hold on
No worries
Alright

Retrieval for CS

Phone number

Order number

Last name, zip code

Customer number

Email address

Our primary delivery carrier is Fedex

Refund shipping charges for late and early arrival, for passport member, 20% off for item
honor both, express and standard

1546 - arrival dates

1522 -catalog delivery 10 – 14 days
1693 – status code