L3 Service Process – Zendesk

For service complaints we usually take the guest’s comments as feedback, unless the guest mentions they want to be contacted or a follow-up and in the case of a payment issue.

Overall Service process:

Gather information to fill the Zendesk fields and more information on the guest complaint, if necessary:
1. If information is not available, send a response to guest requesting more information [Macro: TH - L3 - Guest Information Needed]
2. Mandatory information:
  1. Your Phone Number:
  2. Location Full Address:
  3. Location City/Province:
  4. Date and Time of Visit: (if follow-up requested)
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. L3 - General Complaint Response - No Fulfillment: to inform guest their feedback was shared with the location.
    2. L3 - General Cleanliness - No Fulfillment: cleanliness complaints to inform guest their feedback was shared with the location
    3. L3 - Employee/Manager Behaviour - No Fulfillment: employee/manager behaviour complaints to inform guest their feedback was shared with the location
    4. L3 - Speed of Service - No Fulfillment: speed of service complaints to inform guest their feedback was shared with the location
    5. NEW! EN - L3 - Employee/Manager Behaviour - Action Required
    6. L3 - Overcharged - No Fulfillment
    7. L4 - Mobile App - Order Took Too Long
  4. Submit ticket as solved.

Mischarge/Incorrect Change: This type of complaint will always require action from the restaurant unless the guest makes it very clear they don’t want to be contacted.

Type of Service complaints:

CLT	Definition	Example
LEVEL 3::PROBLEM - CLEANLINESS/CONDITION/ATMOSPHERE::DINING AREA	Cleanliness or condition issues in the dining area of a Tim Hortons restaurant	Guest complained that the tables and chairs were sticky and had not been cleaned properly.
LEVEL 3::PROBLEM - CLEANLINESS/CONDITION/ATMOSPHERE::DRIVE THRU/PARKING LOT/EXTERIOR	Cleanliness or condition issues in the drive-thru, parking lot, or exterior areas of a Tim Hortons restaurant	Guest reported that the drive-thru lane was littered with garbage and looked unkempt.
LEVEL 3::PROBLEM - CLEANLINESS/CONDITION/ATMOSPHERE::EMPLOYEE APPEARANCE/HYGIENE	Issues related to employee appearance or hygiene at a Tim Hortons restaurant	Guest observed that an employee's uniform was dirty and stained.
LEVEL 3::PROBLEM - CLEANLINESS/CONDITION/ATMOSPHERE::OTHER CLEANLINESS/CONDITION ISSUE	Other cleanliness or condition issues not specified or listed in the other cleanliness tags.	Guest mentioned that the air conditioning was not working properly, making the restaurant too warm.
LEVEL 3::PROBLEM - CLEANLINESS/CONDITION/ATMOSPHERE::RESTROOMS	Cleanliness or condition issues in the restrooms of a Tim Hortons restaurant	Guest complained that the restroom was out of toilet paper and hand soap.
LEVEL 3::PROBLEM - SERVICE ISSUE::EARLY CLOSE/LATE OPEN	Issues with the store opening late or closing early compared to the operating hours.	Guest complained that the restaurant closed earlier than the posted hours.
LEVEL 3::PROBLEM - SERVICE ISSUE::EMPLOYEE/MANAGER BEHAVIOR	Complaints regarding the behavior of employees or managers towards the guest.	Guest reported that the manager was rude and dismissive when they raised a concern.
LEVEL 3::PROBLEM - SERVICE ISSUE::MISCHARGE/INCORRECT CHANGE	Incorrect charges or change given to a guest during a transaction.	Guest mentioned that they were overcharged for their order.
LEVEL 3::PROBLEM - SERVICE ISSUE::OTHER SERVICE ISSUE	Other additional unspecified service-related issues.
LEVEL 3::PROBLEM - SERVICE ISSUE::PAYMENT HANDLING OR PAYMENT METHODS	Issues with handling payments or accepted payment methods.	Guest complained that their credit card was charged twice for the same order.
LEVEL 3::PROBLEM - SERVICE ISSUE::SPEED OF SERVICE	Issues about the speed of service / slow service in a restaurant location.	Guest reported that it took way too long to receive their order.
LEVEL 3::PROBLEM - SERVICE ISSUE::TEAM MEMBER DIDN'T ACCEPT CARD	Team member did not accept a payment card.	Guest mentioned that the team member refused to accept their debt/credit card for payment.
LEVEL 3::PROBLEM - SERVICE ISSUE::TEAM MEMBER DIDN'T SCAN REWARDS CARD	Team member did not scan the guest's rewards card.	Guest complained that the team member forgot to scan their rewards card, and they missed out on points.
LEVEL 3::PROBLEM - SERVICE ISSUE::TEAM MEMBER MENU KNOWLEDGE	Team member lacked knowledge about the menu.	Guest noted that the team member was unfamiliar with the menu and could not answer questions about specific items.

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