June 27, 2021
General Rules: Calling Customers
If the customer requested to be contacted via phone because he doesn’t want to chat, Call the customer and don't send the case to Escalations Team!
Issue with item replacement
Post-Delivery >> Wrong/Missing Item >> Issue with item replacement: is the contact driver used when the customer contacts us to raise an issue in the replacement item; whether the issue is delay in receiving the item or post delivery issue as bad food quality.
Example: If the customer contacted us for a bad food quality item and the restaurant agreed to send a replacement; then the customer contacted us again as the replacement item is being late.
June 15, 2021
Post-Delivery Food Issues Cases (Bad Food Quality, Wrong Order, Wrong/Missing Item, ...etc.)
Customer contacted us to complain that he received a Bad Food Quality Order, Wrong Order, Wrong/Missing Item, ...etc.
We should ask for a photo, if applicable.
(ex: for wrong items and spilled not cold or with a bad smell!)
Give customer permission through Salesforce.
If the customer provided a photo and it's clear, proceed with the process.
If the customer provided a photo that is Not clear, ask for another clear photo and inform them that this is for documentation purposes.
If the customer informs he can't send you a photo, PROCEED normally.
Note: In ALL cases we proceed with the process as per the case situation.
June 03, 2021
Late Order Process
We follow up on the order and update the customer in all cases, even if the customer is not responding
Late order - TMP: Click Here!
Late order - TGO: Click Here!
May 26, 2021
STOP sending Americana restaurants cases to KFG
KFG Restaurants:
Tacobell.
Burger King.
Kababji.
Pizza Hut.
These are the ONLY restaurants, we should send them emails.
May 26, 2021
Items Issues "Wrong – Missing – Bad Quality for Items"
If the restaurant refuses to cooperate or unreachable, we send FYI to the Account Manager.
Full Order Issues "Wrong – Bad Quality for Full Order"
If the restaurant refuses to cooperate or unreachable, we send FYI to the Account Manager in TMP & ONLINE paid ONLY.
Watch the video for more clarification!
May 26, 2021
When we should consider the trial as successful or failed
Successful Trials
Ringing call for 30 second.
IVR message.
Busy customer message or Busy tone.
The device is closed or Out of coverage area message.
Failed Trials
Silent call.
Error message (wrong/incomplete number).
The internal message “all circuits are busy now”.
Beep once tone.
Call dropped.