L3 Food & Beverage Process – Zendesk

Validate the complaint according to Tim Hortons standard in the Ops Manual.
If complaint is valid, gather information to fill the Zendesk fields
1. If information is not available, send a response to guest requesting more information:
  1. TH - L3 - Guest Information Needed
  2. TH - L TH - L3 - Location Information Needed
2. One of the questions asked is if the guest raise the complaint with a team member or manager at the restaurant, this will help us to decide if compensation is applicable and if the ticket should be sent to the restaurant as action required or feedback.
3. If information is available:
  1. Fill Zendesk fields and make sure to add the summary of the case on the “Agents Comments” box
  2. If action required from restaurant, check “Action Required Box”
  3. Reply to guest using appropriate macro
    1. TH - L3 - General Complaint Response - Sent to Store
    2. L3 - General Complaint Response - No Fulfillment
    3. L3 - General Complaint Response - Fulfillment - Points Offered
    4. L3 - Information Confirmed - Points Offered
    5. L3 - Product Availability - Steeped Tea/24 Hours (DO NOT USE FOR USA OR QUEBEC) - No Fulfillment
    6. L3 - Product Availability – In-Restaurant Retail Items (Cups, Thermos’, Holiday Items, etc.)
    7. L3 - Store Did Not Carry Items Ordered/Could Not Find Order (Mobile App) - Store Did Not Make Order or Refund
  4. Submit ticket as solved.

Compensation process:

If the guest has an L3 Food & Beverage Issue (Order Accuracy, Made Incorrectly or Quality issue) and they meet the criteria below, we offer 400/440 points.

Criteria:

Guest has not received points from Sutherland or the Digital Team within the last 30 days for a similar issue.
Guest has qualifying L3 Issue
- Order Accuracy (Menu Items ordered are missing from order)
- Order Not Made to Standard (Taste, Temperature, Portion Size, Product Presentation/Packaging & Other Customization concerns)
- Quality of Food Materials Used
Guest has answered no or one of the other possible below scenarios to this question: “Have you already informed a team member/management about what happened?”
NEW: The item/items affected are below a value of $5.00

If guest refuses points offer or does not qualify or is above $5.00?

If the guest does not meet the above criteria, the item is more than $5.00 or the guest pushes back from the 400/440 points offer escalate to the restaurant for action.

How to determine if a guest qualifies for points once they answer qualifying question:

“Have you already informed a team member/management about what happened?”

Yes, but they never provided a resolution/told me to contact guest services.

Yes, they gave me a resolution, but I still want further resolution.

Yes, they gave me a resolution, but you can tell that the guest had a horrible experience.

Yes, they offered me a resolution, but I did not like the offer.

Offer Points

Does not Qualify, send to restaurant for action.

Verbiage:

“We are sorry to hear that the resolution provided did not meet your expectations. We will share your feedback with the restaurant management team for further review and we have requested they get in touch with you about this issue.”

Offer Points

View guests email to see what they were offered
1. If they were offered something better than what we can offer (400/440 points) send to restaurant for action.
2. If you cannot tell what they were offered, ask a clarifying question to the guest (Tip: you may use this macro as a starting point and remove the middle paragraph: L2 - Repeat Contact - Restaurant - Guest Provided More Info)

Verbiage:

“To assist you further, could you please share the resolution offered by the restaurant management team?

Type of Food & Beverages complaints:

CLT	Definition	Example
LEVEL 3::PROBLEM - FOOD & BEVERAGE ISSUE::MADE INCORRECTLY	Food or beverage items made with incorrect or missing ingredients or improperly assembled from their standard build.	Guest complained that their farmers wrap was missing a hashbrown.
LEVEL 3::PROBLEM - FOOD & BEVERAGE ISSUE::MISSING ITEM	One or more food or beverage item(s) missing from the guest order and was not replaced by a different one. The guest count of items was less than the order.	Guest reported that their order was missing a donut they had paid for.
LEVEL 3::PROBLEM - FOOD & BEVERAGE ISSUE::NOT FRESH/OLD	Food or beverage quality issue due to old or not fresh ingredients. The issue was not made by the staff.	Guest mentioned that the bagel they received was stale and not fresh.
LEVEL 3::PROBLEM - FOOD & BEVERAGE ISSUE::ORDER ACCURACY	Ticket does not make it clear if the order received was completely wrong or only one or more items were wrong. Includes failing to adjust any modifiers to an order.	Guest stated that their order was incorrect, as they received a sausage sandwich instead of a bacon sandwich (unclear if there was more items in this order)
LEVEL 3::PROBLEM - FOOD & BEVERAGE ISSUE::ORDER ACCURACY - INCORRECT ITEM	The order was not entirelly incorrect, but one or more items were incorrect - either completely different item or fail to adjust modifiers. The total number of items order was correct.	Guest received a blueberry muffin instead of the chocolate chip muffin they ordered, but the iced capp was correct
LEVEL 3::PROBLEM - FOOD & BEVERAGE ISSUE::ORDER ACCURACY - WRONG ORDER	Entire order is wrong - either completely different items or fail to adjust modifiers. The guest was might have been given someone else's order.	Guest order a steep tea and a donut, but was giving coffee and a muffin.
LEVEL 3::PROBLEM - FOOD & BEVERAGE ISSUE::OTHER CONCERNS	Other concerns related to food and beverage with no other specific tag.
LEVEL 3::PROBLEM - FOOD & BEVERAGE ISSUE::PORTION SIZE	Issues with quantity/ portion sizes for food, toppings/ingredients, or the fill level of a beverage items.	Too much or too little cheese compared to standard; cup only 3/4 full
LEVEL 3::PROBLEM - FOOD & BEVERAGE ISSUE::PRODUCT AVAILABILITY	Food or beverage items not available at store location.	Guest was disappointed that their favorite donut flavor was out of stock.
LEVEL 3::PROBLEM - FOOD & BEVERAGE ISSUE::PRODUCT PRESENTATION/PACKAGING	Issues with the presentation of products or packaging of products, either making it unappealing or difficult to consume.	Guest complained that their sandwich was poorly wrapped and fell apart. Lid was not placed properly. Donut box had coffee stain.
LEVEL 3::PROBLEM - FOOD & BEVERAGE ISSUE::PRODUCT PRICING/VALUE	Issues with the pricing or perceived value of products.	Guest felt that the price of their meal was too high for the portion size they received.
LEVEL 3::PROBLEM - FOOD & BEVERAGE ISSUE::QUALITY	Issues with the overall quality of food or beverage items made. Ingredients or entire product were made poorly (burnt, undercooked, overcooked, etc.)	Guest reported that the coffee tasted burnt and was of poor quality.
LEVEL 3::PROBLEM - FOOD & BEVERAGE ISSUE::TASTE/PREFERENCE	Issues related to the guest's personal taste preference of food or beverage items. The product was made with standard but does not please the guest. Will sound as the first time the guest is trying the specific product or platform.	Guest says they did not like the new iced capp flavour.
LEVEL 3::PROBLEM - FOOD & BEVERAGE ISSUE::TEMPERATURE	Products were not served in the appropriate temperature of the food or beverage, i.e., too hot or too cold.	Guest complained that their soup was served cold instead of hot.

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