CS Agents: FTB Food Quality Complaints

The document provides agents with steps on how to resolve food quality complaints from First Time Buyers (FTB).

Steps 

General Principles: 

 1. POPI Customer Verification

• When inbound contact is made by a customer related to any of the below scenarios. Agents must ensure they follow the POPI Security Questions.
• All security vetting questions related to inbound and outbound customer contacts can be found in the POPI FOOD CS SOP

2. Check if the complaint is from a first time buyer.

• The order will have a “new customer tag” showing you that it is a FTB

3. Make sure its a First time buyer

• Search the customer cellphone number and email address in the “Customer” tab on admin
• Customer is an FTB if they only have a total of 1 order on on all the profiles linked the same number or email address
• Customer is NOT a FTB if they have more than 1 order on all profiles linked to the same  number or email  address

4. Compensate the FTB

• DO NOT request images or more information, they are correct
• Compensate the FTB for the menu items they have an issue with
• Normal Compensation guidelines apply
  1. Less than R50 (Coupon only)
  2. More than R50 (Credit Wallet)
  3. More than R50 Replacement ( only if customer requests)
• Use the “Mr D Food CS: Customer Service Apologies - Restaurant Issue FTB” macro when compensating an FTB

1. 1.  

NB: Normal process applies for resolving food quality complaints that are from customer with more than 1 order/ NON FTB