Overview
The purpose of this document is to provide a guide to Agents on how to identify customers who are abusing the compensation process, define the procedure for tagging them as complainers and provide a guide on the resolution for customers with the complainer tag.
Profile Tagging
Criteria to mark a customer as a Complainer:
| 1. |
First Criteria The Customer's Total Spend is lower than their Total Food spend e.g:
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| 2. |
Second Criteria AND The Customer has 2 or more consecutive complaints on orders where no proof was given i.e
OR The Customer has complaints where compensation was given and no proof was received on 4 out of the last 6 orders.
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| 3. |
MOD Intervention Once the above criteria has been met, the Agent is to escalate to the MOD for the MOD to approve the labeling for the Customer to be a Complainer. MOD is to call the Customer to advise them that they have been listed as a complainer on our systems due to recent complaint patterns. |
| 4. |
Labeling Customer on Admin
2. Select ‘Actions’
3. Select ‘Edit Customer Info’
4. Select 'Complainer' 5. Select Save |
| 5. |
Labeling Customer on Zendesk
2. Scroll down on the left panel until you reach ‘Mr D Food Customer Classification’
3. Select Demanding once identified that the Customer fits the criteria to be labeled as a Complainer
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Resolving Customers with a Complainer/Demanding Tag
ALL compensation that is given to a Customer with a Complainer/Demanding tag needs to be approved by the MOD on shift.
| 1. |
Compensating a Complainer If a Customer with a complainer/Demanding tag raises an issue that requires compensation, all values of compensation need to be approved by the MOD on duty. |
| 2. |
Blacklisting a Complainer Refer to the Customer blacklisting SOP - Section 2.9 |








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