Funeral AA Weekend

Overview

This process explains how to make sure no Funeral Orders are missed over the weekends. As we do not have as many staff rota’d in on these days, somebody will be tasked with Funeral AA to be dealt with before standard AA orders. 

1. Locating Orders on RoseGold

• Locating orders on RoseGold
• When working at the weekend, check for any Funeral orders that are Awaiting Acceptance
• Check each privilege
  • UK
  • IE
  • International
• Go to My Orders, then Customer Care
  
  
• Set the Occasion to Funeral
  
• Set the From and To delivery dates so you can check for any Funeral orders in Awaiting Acceptance for the same day and dates for 1 week ahead.
  
  
• Click Search Now, you will be shown all Funeral orders in this date range that have not yet been accepted by a Florist
  

2. Process

• Work from earliest date to most recent
• Check that the orders are for Funerals and not Sympathy. If you are unsure, then please contact our customer, initially by phone, to double check
• If you see orders that are clearly intended to be Sympathy due to the item selected or the card message, amend the occasion and send back to our Florist
• For Funeral orders, always try to call our Florist (even on a Sunday). They may be in the shop preparing for Monday
• Should you be unable to reach our Florist by phone, you will need to call our Customer to advise that their order may not be accepted. You can use wording from the Macro: "Funeral – Awaiting Acceptance –Weekends"
• If you are unable to speak to our customer then please send the above email.
  • In the subject field of the email please type: Urgent Funeral – Interflora Order Number: This will ensure that when the replies come in, they are filtered to the correct inbox
  • Check that all the information our florist would require is on the order i.e.: Funeral time and the name of the deceased
  • It is important to remove the Live Chat information from the bottom of the email as necessary, as we do not offer this service on a Sunday
• If there is information missing from an order that our Florist needs, call our Customer. If you cannot reach them, send the Zendesk Macro: “Time and Name of Deceased Required”
  • You can edit this macro as appropriate for the information required
  • If our Customer has entered the Funeral Directors name as the name of the deceased, please add a line to the email requesting confirmation of the actual name of the deceased
• On any order that still requires attention, please leave an open Task on RoseGold so that we are able to follow up with our Florist the following day
• Never cancel an order or tell our Customer we cannot do the order without speaking to our Florist
  • Once you have sent the Macro to our customer, send an ORM to our Florist to ask if they are able to accept the order. (Some may check Sunday whilst the shop is not open)

If you have any questions whilst you are working on this, please contact the Team Leader covering for the weekend