Escalations to AM’s SOP V1.2

Overview

This process document is to guide RS agents on the process that needs to be followed when they have a restaurant issue that requires the AM’s intervention.  AM intervention is anything that RS can not solve on their side and is not an issue that should be solved by the Menu, Device or Operations team.  All live orders are not to be escalated to AM’s.

POPI Restaurant Verification

• When inbound contact is made to a Restaurant related to resolving the below issues, agents must ensure they follow the POPI Security Questions.
• All security vetting questions related to inbound and outbound restaurants contacts can be found in the POPI FOOD CS SOP

Escalations to AM's Process

1	When to Escalate Any issues where we need an AM intervention, this includes but is not limited to: Relationship Mending Training Confirmation of details Device collection or delivery A Restaurant Request to the AM Restaurant request for login details for RSSP Analytics Dashboard. Cancellation Request This definitely Excludes: Any menu related queries Any Device issues Payment discrepancies Any action required on a Live order
2	Create Escalation Ticket Open Zendesk Create new Ticket Select the following macro: “Mr D Food :: Escalations to Account Managers” Complete the macro with all the required details Complete the form Remember to add the Restaurant Name and ID to the subject Assign the ticket to the relevant AM, list of Stores and AM’s can be found here Include the Regional Manager the AM falls under in the CCs of the ticket Regional Manager to AM mapping is founder under “contact info” tab here The “Gauteng and all other outlying areas” regional manager should be CC’d for all AM’s that do not fall under the Gauteng, KZN or Western Cape regions Submit the ticket as open DO NOT REMOVE Norman as the CC. In the case where there is no AM assigned to a restaurant, Please assign the ticket to Norman Chaibva
3	Example of Macro Template