Fern & Feather Home Goods · Customer Care
Call Flow Guide
Keep at your desk · Version 2.1 · October 2026
Every call · six steps
Greet
Answer within three rings. Smile; it carries through the phone.
“Thanks for calling Fern & Feather, this is Jordan. How can I help?”
Verify
Confirm name, email, and order number before discussing details.
“So I can pull up your order, may I have your order number?”
Listen & acknowledge
Let the customer finish. Name the impact, then apologize for the experience.
“I’m sorry. You were counting on that for Saturday.”
Resolve
Choose the matching path below. Offer the best option first, with a date.
“I can ship a replacement today. It arrives Friday.”
Ensure
Summarize next steps and confirm the customer is satisfied.
“Is there anything else I can help with today?”
Document
Log the case within 2 minutes: reason code, action, and follow-up date.
Case note: Damaged, replacement shipped, follow-up Fri.
Step 4 · Choose the resolution path
Damaged item
- Apologize; ask for a photo by email (optional)
- Ship a free express replacement today
- No return needed under $150
Missing package
- Check tracking with the customer
- If 2+ days past delivery, reship or refund
- Open a carrier claim after the call
Wrong item
- Send a prepaid return label by email
- Ship the correct item now; don’t wait
- Customer keeps nothing extra to manage
Billing issue
- Confirm the charge and date
- Refunds under $100: process now
- Over $100: escalate to a lead
Words that work
- “Let’s get this fixed for you.”
- “Here’s exactly what happens next.”
- “You’ll have it by Friday.”
- “Thank you for telling us.”
- “That’s not our policy.”
- “It’s the carrier’s fault.”
- “Calm down.”
- “I’ll see what I can do.”
Hold and transfer etiquette
- Ask first: “May I place you on a brief hold while I check?”
- Check back every 60 seconds; never leave a customer on hold more than 2 minutes.
- Warm transfer only: introduce the customer and the issue before connecting.
- Never transfer a customer more than once. If unsure, escalate to your lead.
Fern & Feather Home Goods · Customer Care
Resolution Matrix
Use with the call flow on side 1
| Situation | Offer this | Approves | Timeline to share |
|---|---|---|---|
| Damaged item | Free express replacement; no return under $150 | Rep | Ships same day if before 3 PM ET |
| Missing package | Reship or full refund once 2 days past delivery | Rep | Reship ships same day; refunds post in 3–5 days |
| Wrong item | Correct item now plus prepaid return label | Rep | Label emailed within 15 minutes |
| Late delivery | Free shipping refund; upgrade on next order | Rep | Refund posts in 3–5 days |
| Billing error ≤ $100 | Refund the difference during the call | Rep | Refund posts in 3–5 days |
| Billing error > $100 | Escalate with case notes | Team lead | Lead responds within 1 business day |
| Product quality | Replacement or refund within 1 year | Rep | Note the item SKU for quality review |
| Request to cancel | Cancel if not yet shipped; else return label | Rep | Confirm cancellation by email |
When to escalate
- Refunds or credits over $100
- A customer asks for a manager twice
- Safety concern with a product
- Threats, harassment, or legal language
Case note formula
Reason + action + promise + date
“Damaged lamp FF-20481. Express replacement shipped. Promised Friday delivery. Follow up Fri 10/16.”
Service standards
- Answer within 3 rings
- Resolve on the first call: goal 85%
- Case notes within 2 minutes
- Follow-ups on the promised date
Escalation path