L1 – High Risk

Important definitions:

Foreign object: any object that is on the food, beverage or package that shouldn’t be there. Examples: Hair, eggshells, mold, plastic, cross contamination food, etc.
Legal threat: whenever guests mention going/involving a lawyer or suing the company.
Media threat: guest threatens to go to media outlets or social media.
Illness: A condition that affects the body's normal functioning, often caused by infections, genetic factors, or lifestyle choices. Examples: food allergies, food poisoning
Injury: Physical damage to the body caused by external force or trauma. Examples: Cuts, fractures, sprains, and burns.
Food injury related (ex.: burned by coffee) vs. Not-food related injury (ex.: fall at the restaurant).

Overall Level 1 process:

Gather information to fill the Zendesk fields and more information on the guest complaint, if necessary:

If information is not available, send a response to guest requesting more information [Macro: TH - L3 - Guest Information Needed]
Mandatory information:
1. Your Phone Number:
2. Location Full Address:
3. Location City/Province:
4. Date and Time of Visit: (if follow-up requested)
Foreign Object complaints have specific information to be requested, the following macro should be used:
1. Macro: L1 - Foreign Object - More Information Needed
2. Macro for Tims at Home Foreign Object: EN - L1 - Foreign Object (CPG) - More information Needed
If information is available or when received:
1. Fill Zendesk fields and make sure to add the summary of the case on the “Agents Comments” box
2. For Level 1 complains we always must check “Action Required Box”
3. Reply to guest using appropriate macro
  1. L1 - General Template
4. Submit ticket as solved.

Foreign Object: when guests insist on knowing what the foreign object is or more information on that, please escalate this complaint to Ana Milano on Slack.

Types of Level 1 Issues:

CLT	Definition	Example
LEVEL 1::EMERGENCY - ACTION THREATENED::PEST / HEALTH DEPARTMENT ACTION	Emergency case due to pest issues or health department action threat.	Guest saw rats inside the restaurant.
LEVEL 1::EMERGENCY - ACTION THREATENED::POTENTIAL BETTER BUSINESS BUREAU ACTION	Emergency case due to threat of a complaint being filed with the Better Business Bureau.	Guest is calling back again as they have yet to be contacted. She states she contacted the BBB to file the report.
LEVEL 1::EMERGENCY - ACTION THREATENED::POTENTIAL DIGITAL LEGAL ACTION	Threats of legal action related to digital transactions, privacy information, or any online interaction.	Guest threatened to take legal action if their delivery order is not refunded.
LEVEL 1::EMERGENCY - ACTION THREATENED::POTENTIAL LEGAL ACTION	Emergency case due to threat of legal action being taken against the company.	Guest threatened to sue the restaurant.
LEVEL 1::EMERGENCY - ACTION THREATENED::POTENTIAL MEDIA ACTION	Emergency case due to potential of negative media coverage and/or guest threatens to go to media or social media with the issue.	Guest said the restaurant has not reached out and they will go to the news if the store does not reach out to them by Friday.
LEVEL 1::EMERGENCY - COVID-19::SUSPECTED ILLNESS/ALLERGY	Suspected illness cases related to COVID-19 that are either guests, employees, or unclear.	Someone claims to have gotten COVID in a Tims restaurant
LEVEL 1::EMERGENCY - DAMAGES TO PROPERTY OR VEHICLE	Cases of injuries or damages to property or vehicles in the restaurant area.	Guest claims staff was responsible for breaking their cellphone
LEVEL 1::EMERGENCY - FOOD & BEVERAGE RELATED INJURY::NO FOREIGN OBJECT	Injury related to food without the presence of a foreign object.	The lid was not placed properly in the coffe and I was burnt
LEVEL 1::EMERGENCY - FOREIGN OBJECT IN FOOD::INJURY	Injury caused by a foreign object found in food.	I chocked on a piece of plastic in my beverage
LEVEL 1::EMERGENCY - FOREIGN OBJECT IN FOOD::NO INJURY	Foreign object found in food without causing injury.	There was an eggshell in my breakfast wrap
LEVEL 1::EMERGENCY - INJURY (NOT FOOD RELATED)	Reports of injuries that happened in store but are not related to food consumption.	Guest reported slipping and falling in the restaurant, resulting in a sprained ankle.
LEVEL 1::EMERGENCY - LEGAL CASE::DIGITAL ESCALATED LEGAL CASE	Legal cases that have been escalated and involve digital transactions, privacy information, or any online interaction.	Guest's complaint about unauthorized charges on their app account has been escalated to a legal case.
LEVEL 1::EMERGENCY - OTHER URGENT MATTER	Any other urgent matter not listed in the other level 1 tags that require immediate attention.
LEVEL 1::EMERGENCY - SUSPECTED ILLNESS/ALLERGY	Suspected illness or allergy reactions from Tim Hortons' products or restaurant environment	I got food poisoning from eating at Tims.