Customer Complainer SOP V1

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:
2.	Second Criteria AND The Customer has 2 or more consecutive complaints on orders where no proof was given i.e  The Customer complained about a NWIO without providing images and compensation was given  The Customer complained about a visible PFQ issue without providing images and compensation was given  The Customer has complained about missing items and compensation was given. The Customer has complained about an invisible PFQ issue and compensation was given. The Customer has complained about mishandled food without providing images and compensation was given. The Customer has complained about a Marked Delivered not Received where the delivered timestamp was right outside the Customers address. OR The Customer has complaints where compensation was given and no proof was received on 4 out of the last 6 orders.
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 Go to the Customers profile on Admin     2. Select ‘Actions’     3. Select ‘Edit Customer Info’     4. Select 'Complainer'     5. Select Save
5.	Labeling Customer on Zendesk  Click on the Customers name on the Zendesk Ticket      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

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