FF VDay Refresher

Points to Remember
● Customers should receive the same bouquet as per the website including colors and
fillers except for the flower types (this will be random). Please note as well that there
may be a slight variation with the design but the colors and fillers should be the same.
● FF bouquets are pre-made bouquets. They should receive them pre-arranged.
● There will be recipients who would contact and ask for the name of the sender - Please
do not disclose this right away - Instead reach out to the sender first and ask for
permission if you can disclose their names or have them contact the recipient instead -
THIS IS FOR CONFIDENTIALITY PURPOSES
● Familiarize yourselves with the colors - Refer to SWF color gallery but DO NOT send the
link to the customers as that will direct to SWF website and not FF website
● Familiarize yourselves with the best seller bouquets/arrangements -
https://foreverfloral.com/collections/best-sellers
● There will be customers who would ask for your opinion on which arrangement to
purchase - Please accommodate them by providing suggestions. Here are some
guidelines. Read this again: Product Training 2
○ Ask for the recipients favorite color or filler (if any)
○ Always offer the bigger sized bouquets as it will give us more revenue
○ Ask if they have a preferred theme

Resolution for Damaged/Missing/Wrong items

● Offer store credit or reshipment first. Refunds will be the last resort. But please DO NOT
punish your customers if it’s our fault.
● Not received items but marked as delivered - please ensure to verify the shipping
address prior to offering any resolution.
● Please ensure to add a basecamp task for any follow ups needed for Prod Team and be
responsible for your own basecamp task - Follow up as much as you can and ping Alex,
Andrew, Helen & Mae for those that have been pending or needs an urgent attention
● If damaged/missing flowers/fillers are minimal, offer partial store credit and provide tips
on how to fix the flowers.
● If the customer wants a refund or 110% store credit and the amount is $50, please
inform the customer of the need to return the items within 3 days from the date the label
is received.
● If the bouquet is smaller than expected, ask the customer to count the number of flowers
and cross check on the website.
● If a small bouquet is received (based on the number of flowers) and the customer
ordered a large size, please offer 110% store credit based on the price difference first.
Additional Reminders
● Log in on time - This is a critical season. NO LATES NOR ABSENCES ALLOWED. Be
responsible.
● No cherry picking on tickets
● There should be two reps logged in on dialpad at the same time during business hours.
Answer as much inbound calls as you can but live chats is our top priority
● Required minimum number of responses per week is 750
● Prepare back ups like mobile hotspot