Helpful reminders/Key Notes:

• We do not usually do returns on plants (it is case by case, ask a team leader for help).

• The customer in front of you gets priority over the phone; if no one can answer the phone, quickly answer and put them on hold (mute) until you finish with the customer in front of you.

• There are no warranties, unless our crew is the one to install the plant.

• The landscape request form is your friend.

• Be kind even if the customer is being difficult.

• Be aware of your conversations and noise when someone is on the phone- it can pick up things clearly from a couple of feet away. Also be aware when in front of customers as well.

Filtering Customer interaction for Anne:

If someone’s looking for Anne and doesn’t have an appointment, try to filter their customer reaction so they can work on important tasks, and help the company overall.

If the customer is calling about landscape stuff, use landscape notes on the request form or transfer them to their voicemails.

If they just want to talk, see if you or another employee can help them or take down their information. If they’re on the phone, transfer the call.