L2 Overall Process

Level 2 requests are divided into 2 main topics:

• Internal Issues: related to restaurant employees' requests, where the employee is the requester. 
• Repeated contact: guests contacting us a second time about the same complaint because they haven’t heard back from the restaurant.

1. 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]
  • If the requester doesn’t feel comfortable sharing their information, make sure to make the complaint anonymous by removing their name and information from the Guest Profile on Zendesk. 
• If information is available:
  • Fill Zendesk fields and make sure to add the summary of the case on the “Agents Comments” box 
  • If action required from restaurant, check “Action Required Box”

2. Reply to guest using appropriate macro

• L3 - General Complaint Response - No Fulfillment
• L4 - W2/T4 - Record of Employment Request - Location Provided
• L4 - W2/T4 - Record of Employment Request - No Location Provided
• L2 - Repeat Contact - Restaurant - Guest Provided More Info
• L2 - Repeat Contact - Restaurant - Guest Provided More Info - Sent to Store
• L2 - Repeat Contact - Restaurant Has Not Contacted Guest
• L4 - General Employee Concerns (Not Serious) - Location Provided

3. Submit ticket as solved.

Repeated contact

When guest is contacting us a second time about the same issue under the same ticket, we should create a new ticket: 

• Tag as Repeated Contact
• Add an internal note with:
  • Guest’s message
  • Date and time of message
  • Original ticket number

The original ticket should be solved and maintained the original case level tag. 

If the guest is contacting us from a new/follow-up ticket, we can follow the standard process and tag that ticket as repeated contact. 

 [THIS WILL BE LIVE TOWARDS END OF APRIL/BEGINNING OF MAY]

When guests contact us a third time about the same issue, we have an escalation process in place. 

1. Review the Guest Care Escalation Sheet to check if the case was escalated previously and if there is any resolution added to the case. 
2. If there is a resolution, please share it with guest. 
3. If there is no resolution:
   1. Reply to guest using the macro: L2 - Repeat Contact - Case Escalated to Management
   2. Add the case details to the Escalation Sheet

CLT	Definition	Example
LEVEL 2::INTERNAL/ESCALATIONS - INTERNAL ISSUES::INTERNAL ISSUE	General internal issues brought up by restaurant employees.	Employee reported that the kitchen equipment was malfunctioning, causing delays in service.
LEVEL 2::INTERNAL/ESCALATIONS - INTERNAL ISSUES::MANAGEMENT BEHAVIOR TOWARD AN EMPLOYEE	Issues related to management’s behavior towards an employee at a Tim Hortons' restaurant.	Employee complained that the manager was verbally abusive and created a hostile work environment.
LEVEL 2::INTERNAL/ESCALATIONS - INTERNAL ISSUES::THEFT BY AN EMPLOYEE	Suspected cases of theft committed by an employee.	Claims that the employee was stealing money from the cash register.
LEVEL 2::INTERNAL/ESCALATIONS - REPEAT CALLER::ACCESSIBILITY	Guests follows-up about their previous feedback regarding accessibility issues in a Tim Hortons restaurant.	Guest claims to be reaching out multiple times questioning when will the restaurant install ramps for wheelchair access.
LEVEL 2::INTERNAL/ESCALATIONS - REPEAT CONTACT	Repeat contact by a guest that is not satisfy with previous responses by the guest care team.	Guest is frustrated from the delays with follow-ups and clearly says it's not the first time they've reached out to corporate.
LEVEL 2::INTERNAL::EMPLOYEE REQUESTS::OTHER	Other unspecified employee requests.	Employee requested more flexible scheduling options.
LEVEL 2::INTERNAL::EMPLOYEE REQUESTS::PAY CHECK INQUIRY	Inquiries about employee paychecks.	Employee inquired about the status of their paycheck.
LEVEL 2::INTERNAL::EMPLOYEE REQUESTS::W2 OR T4 REQUEST	Employees requests for W2 forms.	Employee requested a copy of their W2 form for tax purposes.