www.fruitsnrootz.

com

OUR MISSION
To spread knowledge on healing and well being through the variety of Fruits and Roots
that we offer

OUR VALUES
PROVIDE fresh, high quality and nutrient dense fruits and rootz
CARE FOR our health and that of our community
OFFER considerate, informative, genuine and engaging service
GIVING BACK by contributing a portion of our earnings to support iHeartAfrica.org
and the orphanages it cares for

05/2020

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 www.fruitsnrootz.com

Training and Evaluation Plan

Training Period
The length of your training period will depend on your experience and how quickly you learn. Normally,
the training period will take about one week. During that time, we will work with you and guide you
through all the various aspects of your job. You will be evaluated on what you have been taught on the
previous days.

During this time, you should continuously review and become familiar with the items below. Remember,
you are accountable for remembering this information, and therefore it is critical that you follow along
carefully and ask a lot of questions.

After your training, follow the plan to observe specific steps of service.

We take customer service very seriously and therefore we want to be sure you have all the necessary
information you need before you ever interact with one of our customers In this way we are able to
maintain high service levels, regardless of the amount of time you have been a part of our team.

Job Description
As a customer service representative, you help set the standards by which our company is judged, in
your disposition, your attitude and verbiage with the customer. You are the first person our customers
come in contact with, so it is important that their first impression is a positive one.

Great communication skills are a must. Your working relationship is with management, your company
peers and customers. You must be able to communicate to the customers as a virtual extension of our
brand and management. We aim to leave our customers satisfied.

A great customer service representative needs to have a positive attitude at all times and be able to
maintain that attitude in any situation. Remember that our goal is to be busy. Being busy is never
ever an excuse, for not being friendly or helpful to our customers.

Here are some qualities that we look for in our customer service team:

● A cheerful online disposition and personality

● Proficiency in Etsy, Shopify, ShipStation, Outlook, Zendesk and/or Google Drive
● Ability to resolve issues with the least amount of loss to the company
● Use of proper verbiage
● Willingness to make the extra effort to be sure that every customer feels appreciated and satisfied.

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You will find that your position requires you to be organized, well managed with time, and to use forms
for detailed record keeping. Although your attention to these areas is a part of the job requirement, you
should never lose sight of your priority…THE CUSTOMER.

Email Etiquette and What We Expect of You

● It is everyone’s responsibility to maintain a positive interaction. This is easily achieved when we use
proper verbiage, and our manners.

● All customers are to receive warm consistent hospitality from the moment they send their first email,
until their issue is resolved.

● Remember the customer is “always right”, and we have to do our part to empathize with their needs.
If a matter is escalating, please reach out to management. Do not go back and forth with the
customer.

● Every attempt should be made to recognize and give thanks to a returning customer. Use the
customer’s name if possible and when applicable.

● All service team members will treat each other with the same sense of courtesy and hospitality we
offer our customers.

● Take ownership of any situation and resolve it. Don’t hesitate to ask a manager for help.

● Utilize category tags, scheduled follow ups and do whatever is necessary to make sure you follow
through and follow up whenever necessary.

● Representatives should act as a source of information. Become familiar with our website
www.fruitsnrootz.com and Instagram @fruitsnrootz, and keep up to date on happenings such as
sales, challenges and seasons (as some fruits are not available during some seasons, and some may
soon be harvesting). Take the time to give accurate information. If you need help, ask for it.

● Soften the negative, when the answer must be “no” respond “I am so sorry we are unable to do “x”
yet we can do “y”

● Utilize the word “We” as opposed to “I”

● Our customer service team members work together. When dealing with any issue that was previously
worked on by a different representative, maintain the same resolve and assist. In other words, if a
customer was already informed that they would receive a certain $ refund, do not contradict what
was promised. If you notice a situation being mishandled, report to management.

● Make sure to check the mailbox to verify if the customer has already reached out, and if they have
been addressed already prior to responding. 

● Try to refrain from apologies. An apology should not be the first response to a customer. (Unless of
course, an issue has escalated or the customer has attempted to reach out several times.) With
proper verbiage, you can be apologetic without an apology.
Ex: Instead of “Our apologies for the wait”, say “We thank you for your patience”

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● Avoid over explaining yourself. Be as precise and straight forward as possible. Strive to provide the
customer with a quick and simple solution. 

● Do not use slang, cursing or inappropriate language. 

Ex: “ain’t, nope, nah, yas, aight, chill, fasho, yo” etc. 

● Avoid personal conversations with customers. Although we aim to please and want to be empathetic,
it is best to remain neutral and keep things precise and straight forward. Your goal is to simply
resolve the order issue or concern. 
Ex: Customers may try to reach out and have personal conversations explaining their whole life story
usually in regards to health. 

● Always remember to kindly greet the customer and sign at the bottom of each email. 
Ex:
Greetings Maria,
…………..
(Best Regards, Kind Regards, Peace, Thank You, etc.) 

Jessica  F.
Customer Service Representative
Fruits N Rootz

● It is extremely important to always proofread and check for sentence structure and grammatical
errors before you respond or reach out to a customer. 

● Do not overuse punctuation points or capitalize every word. 

Ex: “We APPRECIATE your feedback!!!” 

● Do not use colored or fancy fonts. This is not professional and may be unreadable to the customer.
Keep it simple!
Ex: “ Greetings Maria, …….”

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 www.fruitsnrootz.com

Steps Of Service

Sorting
If your duty is to sort the emails, you will be required to proof each email, designate the
corresponding tag colors and move them into the folders. folders. Make sure to remember to
mark each email as “Unread” so that it is not overlooked.

Email Tag Category by Color

 
Being Handled 
Cancellation request 
Damaged fruit 
General question 
Address verification 
Refund request (refund request)
Shipping delay 
Resolved 

Mailbox Folders For Sorting and Resolution

Please make sure that the emails you transfer to the mailboxes are marked as Unread. If an
email thread has multiple previous unanswered messages, you will need to make sure to
transfer all of the messages together.

Address Verification PayPal ( Payment Notifications)

BBB (Better Business Bureau) PayPal Cases (Paypal Chargebacks)
Cancellations (Order Cancellation Requests) Refund Request (Via Emails)
Chargebacks Resolved
Clutter (Junk Mail/Ads) Shopify (And Yelp Reviews)
Damaged Fruit Shopify Orders
Escalated (Needs Management/ Owner Attention)

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 Common General Email Questions & Answers
(Info@fruitsnrootz.com)

Here is a list of Frequently asked questions. Get familiar with them, as you will need to be able
to provide responses quickly and accurately. If you receive a question that is not on this list,
please consult management. Before possible providing mis information.

Q: Do you offer bulk/wholesale prices? 

A: Unfortunately, we currently do not offer wholesale prices. However, it is something that our
team is looking into and hope to offer in the near future. 

Q: Where is my order? 
A: (Refer to shipstation and provide order status or tracking number) 
Greetings, based on the status of your order your package is currently_____________.

Q: It has been longer than 2 days and I have yet to receive my order? I paid for 2-day shipping. 
A: Two-day shipping tracks from the time the order has been shipped. Parcels are not
automatically shipped once you place your order. As stated in the confirmation order email, we
ship Monday-Wednesday for orders placed the week prior, so your fruits may ship anywhere
from one to two weeks. **UPDATE** DUE TO THE PANDEMIC AND INTERNATIONAL
TRAVELING RESTRICTIONS THERE MAY BE DELAYS ON YOUR ORDER THAT WE CAN
NOT ALWAYS PREDICT** You will receive an email once your parcels have been shipped,
and from then you will be able to start tracking. 

Q: What does it mean when my tracking information shows “Pre shipment”?

A: Pre shipment indicates that a label has been created for your order and product is pending to
ship. Allow 1-3 days for the tracking status to update from pre-shipment.

Q: Do you ship internationally? 

A: At this time, we are shipping all over the U.S as well as Canada, however some states are
strict about what fruits we are allowed to send.

Q: What fruits CAN be shipped to California? 

A: Seasonal Sample (Limited variety)
    Sweet (Limited variety) 
    Soursop
    Mamey
    Cacao
    Bananas
    Dragon fruit 
    Rambutan 
    Avocado 
    Passion fruit
Lychee
Star Apple
Tree Tomato
Cherimoya (Only when in season in California/Chile)
Ginger
Turmeric

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 Black Sapote

Q: When is the season for (insert fruit)? / When will (insert fruit) be available?
A: Refer to Seasonal Guide Below on Page 10

Q: When will my fruit be ripe? How do I know when to eat my fruit? 

A: (Direct to web page ripening guide) https://fruitsnrootz.com/pages/fruit-ripening-guide

Q: How much (insert fruit) comes in a (insert box size)?

A: Taste Test Box = 1 ½ - 2 lbs | Small Box= 5-7 lbs | Medium Box= 8-10 lbs | Large Box= 14-
16 lbs | Sweet Box= 8-10 lbs | Detox Box= 4-7 lbs fruit, with turmeric and soursop tea|

Q: How many soursop tea satchels come in one soursop tea pack? 
A: 25 soursop tea satchels 

Q: Is all of your fruit organic? 

A: No, however we do strive to provide as much organically grown fruit/products as possible.
There are many farms who grow organically, but do not pay for the FDA certification.

Q: Which fruits are not organic?

A: This may vary seasonally, and in regards to what is available. We strive to acquire
organically grown fruit. Some of our vendors are not FDA certified organic, but they do grow
their produce organically.

Q: Where does your sea moss come from? How is it harvested? Is it pool grown? 
A: Our sea moss is 100% authentic, wildly harvested off the coast of Grenada. 

Q: How do I prepare the sea moss?

A: Your order of sea moss will arrive with a step-by-step instructional guide explaining how to
prepare your sea moss.

Q: My seamoss is not blending properly, how can I fix it?

A: Seamoss’ viscosity may vary due to the conditions they are in as they are harvested and
dried. Although the recommended time for soaking is typically 24 hours, the moss may need
less or more time to reach its optimal texture for blending. You may also warm the water that
you are soaking it in, and/or add some to the blender with it.

Q: My fruit arrived damaged/over ripe, what steps do I need to take to get a refund?
A: Email us at info@fruitsnrootz.com within 24 hours of delivery time with pictures of the fruit
you would like to claim damaged/inedible.

Q: What fruit will come in my seasonal sample box?

A: (List of fruit that is currently in season) However, no specific fruit mentioned in the list is
guaranteed to be in your seasonal sample box as variety is based on availability.

Q:What does ‘Pre Order’ mean?

A: Pre order indicates that the product is currently not in stock or not in season. Therefore, if
you place your order while the item is listed as ‘pre order’ the order will not ship until the season
begins or until we restock the product.

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Q: Where can I locate my tracking number?
A: As soon as a shipping label is created for your order, you should receive tracking information
via email or SMS.

Q:Where are you located?

A: Fruits N’ Rootz is based out of South Florida.

Q: Can I add an additional product to my current order?

A: Unfortunately, we are unable to accommodate this request.

Q: I ordered a taste test box, why did I only receive ONE fruit?
A: Based on the product description, the taste test box contains between one and two pounds of
fruit. Due to the density of the fruit, there will be times when one fruit weighs one to two pounds.

COVID - 19 Disclaimer: Due to the current circumstances we are facing, we are experiencing
longer than usual delays in shipping times. Our team is working diligently to respond to any
questions or concerns as well as fulfill as many orders as fast as we can. Once a label is
created for your order, you should receive tracking information via email or SMS. We greatly
appreciate your patience and support!

www.fruitsnrootz.com

Refunds and Cancellations

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While sorting, you will often come across emails from guests requesting refunds, resends or
cancellations. It will be your responsibility to make sure to address the customer and let
them know that we have received their message and will forward them to our billing
department. No need to provide the billing email unless they specifically ask for it.
( billing@fruitsnrootz.com ). Here are some reply examples:

1. Greetings!

Thank you for reaching out to us, we hope this finds you well. We have received
your email and will be forwarding you to our billing department to ensure you find
the assistance you need. Please be advised that due to the pandemic, we have had
a surplus in emails and are all working diligently to bring each one to resolution. If
you haven’t already, please visit our Refunds page at
https://fruitsnrootz.com/pages/refunds for guidance on what is needed in order to
request your refund.

Kindest Regards,

2. Greetings!

Please be advised that we have received your email, and will be forwarding the
matter to our billing department to ensure your issue is resolved. We are
experiencing a high volume of emails and are working diligently to address each
one. Rest assured that provided you have followed the criteria as stated on our
Refunds Page https://fruitsnrootz.com/pages/refunds , we should be able to assist
you. We appreciate you and your business.

Thank you for supporting us!

www.fruitsnrootz.com

GOOGLE DRIVE

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You will be required to document your resolutions via spreadsheet reports on Google Drive. You will be
granted access once you complete the onboarding process. There is one report with multiple tabs. It is
best to get familiar with what information is needed for each tab beforehand, so as to expedite your
service. Examples of the information collected for the reports is below.

Customer Service Resolution Spreadsheet (Sheet Located on Google Drive)

Please get familiar with the tabs on this spreadsheet as they each serve their function, and we
wouldn’t want to miss-enter or double-enter information. They are:

General Emails | Escalated Emails | Open Emails Chart | Drop Downs |

General Emails
You will utilize this tab to document each email you address.
1. Once in the Customer Service Resolutions spreadsheet, You will open the 1st tab “General
Emails”
2. Make sure to collect all of the data needed by completing each column:
a. Date Received
b. Order #
c. Customer Name
d. Messaging Platform (Instagram, Outlook, Shopify, PayPal, ZenDesk, By Phone)
e. Concern (where you document why they are contacting us)
f. Forwarded To (Billing, Management)
g. Notes (any additional notes related to the incident)
h. Representative Initials (Your Initials)
3. Once all is documented, make sure to keep track and follow up if and when necessary.

Escalated Emails
You will use this tab to document any email threads that have escalated to an irate customer.
Management is to be notified whenever anything is added to this tab.
1. Log into “Fruits N Rootz Customer Service” in Google Drive
2. Select the “Customer Service Resolutions” Spreadsheet
3. At the bottom of the spreadsheet, click on the “Escalated Emails” tab
4. Make sure to collect the data for each column:
a. Date Received (Date the Email was Received)
b. Order #
c. Customer Name
d. Issue (Why is the customer upset?)
e. Refund Request? (click the arrow in the cell to choose Yes or No from the drop
down menu)

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 f. Resend Request? (Click the arrow in the cell to choose Yes or No from the drop
down menu)
g. Preferred Method of Contact (Phone Number or Email Address)
h. Notes (Any additional Notes related to the issue)
i. Representative Initials (Your Initials)
j. Completed? (To be Handled by Management)
k. Manager Initials
l. Days Open (Automatically inputted)
5. In the Notes Column, make sure to provide as much information as possible.

www.fruitsnrootz.com

SEASONAL GUIDE

**WINTER
(December-February)

Black Sapote Sapodilla

Cacao Star Apple
Custard Apple Tree Tomato

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**SPRING
(March-May)

Custard Apple Passion Fruit

Governor's Plum Pineapple
Jaboticaba Pink Guava
Jackfruit Sapodilla
Lychee Star Apple
Mango White Dragon Fruit

**SUMMER
(June- August)

Cacao Mango
Cherimoya Mangosteen
Durian Passion Fruit
Eggfruit Pineapple
Governor's Plum Pink Guava
Guinep Rambutan
Hog plum Red Dragon Fruit
Jackfruit Star Apple
June Plum Sugar Apple
Longan Tree Tomato
Lychee White Dragon Fruit

**FALL
(September-November)

Cactus Fruit Pink Guava

Egg Fruit Rambutan
Jackfruit Red Dragon Fruit
Longan Sapodilla
Mango Sugar Apple
Passion Fruit White Dragon Fruit
Persimmon

**YEAR ROUND

Avocado Papaya
Bananas Sea Moss
Citrus Soursop

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Eggfruit Sprouted Coconuts
Key Limes Yellow Dragon Fruit
Mamey

Disclaimer: Weather and environmental conditions including tropical/natural

disasters may alter availability of fruits listed.

www.fruitsnrootz.com

FRUIT IDENTIFICATION GUIDE

The fruits we offer are listed below. Please become familiar. This list is periodically
updated as we add more fruit.

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 Avocado

                               

Baby Banana

         
Black Sapote

14
      
Burro Bananas 

                    

Cacao     

              

                    
Cherimoya

15
                             

  
Citrus     (Mandarin)    (Grapefruit)       (Orange)      (Kumquat)

        
Coconuts 

  
                    
           

16
  
Eggfruit

             
Feijoa 

17
                             
Ginger 

        
                                                               

    
Guava

18
       
Key lime

                          

              
Longan 

19
     

Lychee 

                                               

Mamey

20
                         
Mango

  
Namwah

 
Papaya

21
                          
Passion Fruit  

                              

 Red Custard Apple 

22
 Red Dragon
Fruit 

     
  Sapodilla 

                   

23
    

Soursop 

                            

                                                                  
Sprouted Coconut 

                             

  

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 Star Apple

               

Star fruit 

                      
Sugar cane 

25
                            
Tomarillo

        

Turmeric 

26
    
White Dragon Fruit 

      
Yellow Dragon Fruit

                      

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