HB Customer
How to change or add the DSAF on an order.
Update DSAF
To handle a CP asking to add a tip on behalf of the customer telling the CP directly to add a tip.
Can CP Add Tips for Customer?
"Hi____, I'm sorry your driver hasn't arrived yet. Let me give the caterer a quick call and get an ETA for you."
Chat Opening/Opening Spiel
Agent response to the first 2 minutes of chatter being unresponsive
"Are you still with me?"
Best practices for selecting the appropriate disposition code(s) for the type of call/chat you receive.
Liberty Disposition Codes
To assist a customer who forgot to apply their ezReward points before submitting the order.
Customer Forget to Apply ezRewards Points
How to handle a CP's request to increase prices on an active order.
Price Increase Process
During the chat the agent displayed kindness and attentiveness toward the customer, maintaining composure and respect even in difficult situations.
Tone
Click the green _____ to accept a chat, or if needed, click the red “X” to reject.
Checkmark
You must ping this channel for Third Party Delivery/TPD/3PD active order delivery issues.
ezDispatch
A standard modification can be performed Admin Side because it does not need to go through CP quality checks. ezDispatch tip modifications are accounted for in the standard steps below.
Removing or Editing Tips (Standard Modification)
Understand when to modify a store location via Modification process vs. the Cancel/Dupe process.
Store Switch Overview
When a customer reports a problem, the agent apologizes for the situation and any inconvenience or frustration caused by the said problem.
Empathy
If you don’t accept the chat within __ seconds, your status will be changed to Offline.
30
NEVER distribute the private phone numbers or emails of CPs to anyone
Corporate CPs: Contact Rules & Special Procedures
How to change either the time or date on an ezDispatch order.
CUST wants to change delivery time or date on an ezD order?
Starting on 6/10/24, we are launching the Operational Accountability Program to all eligible CPs.
At Risk CPs (Operational Accountability)
All ____________, including canned emails, must be error-free in terms of spelling, grammar, and punctuation. If there are two or more mistakes, points will be deducted.
Communication
If this button is clicked, you will see a message that they have chosen to end the conversation.
End Chat
You must ping this channel for "Food Prep", "Caterer order number changed" and "Handle POS failure" monkey media issues.
get-to-the-points
You're experiencing an issue while processing a refund.
When can I ping in #cust_billing_questions?
This task appears when an item that is no longer available is ordered from a CP that uses either the Chowly or Aloha POS system (e.g. B.GOOD or Potbelly, respectively)
Handle Discounted Items Task
We demonstrate our knowledge by answering customer's questions accurately. It's ok to be transparent when we don't know something - just let the customer know you'll find the answer!
Correct Information
It is a third party program that uses snippets of text to expand to full sentences in order to decrease handle time.
TextExpander
This button can be clicked outside of C/D processes as well such as when you can no longer select 'un-cancel' for orders in the past, or need to duplicate an active order for a new order on a future date.
Overview of Duplicating an Order