PHONE

Sound happy. Be helpful to the best of your ability.

The mute button is your Best Friend. Otherwise they can clearly hear things even when the phone is a couple of feet away.

Use Lightspeed if people ask if we carry an item, then use Plant Master if people have specific plant questions.

To transfer a call:

• click options, then Transfer,

• dial for the following: 101 Les, or 103 Anne, and they will be able to leave a voicemail there.

Answering the Phone: 

• Always start by saying “Norwood Gardens, this is ____ how may I help you?” in your customer service voice. 

• Stop sounding dead. Find your peppy customer service voice

• For deliveries refer to the delivery section. 

• For landscape questions refer to the landscape section. 

• For questions about plants, answer if you can or refer to staff help at the beginning of this section. Don’t guess the answer to a question, it is better to admit you are not sure and will check with someone rather than guess and give out wrong information. 

• If someone calls for Anne or Shawn and they are out of office ask if they would like to leave a message with you or send them to their voicemail. To transfer, click “Transfer” enter the directory number found in drawer of front desk, click #, wait for the screen to load and then click “Transfer” in the corner of the screen to transfer to their phone. Try to determine if it’s a salesperson, if so take down a message rather than transferring so it doesn’t waste Anne/Shawn’s time.