Mispack: Wrong Keg - LEVEL 1 APOLOGY -
We reorder the correct keg (we'll advise 2-3 days delivery)
The canned response doesn't mention they can keep the incorrect keg for free, but they can. No need to get this back to us, but save as ammunition to appear it's goodwill if they ask!
Mispack: Wrong Keg - LEVEL 2 APOLOGY -
If they'd rather not wait for the replacement as offered previously
then we can offer £20 in tokens immediately & they can keep the incorrect keg received
The canned response Mispack: Wrong Keg - Apology and Options canned response has been changed to reflect this.
The new Make It Right process for customer issues is:
Level 1 - Apology (empathise with customer & situation, acknowledge it & resolve) Level 2 - £5 Beer Tokens (mostly for orders under £100) Level 3 - £10 Beer Tokens (mostly for orders over £100)
There should be no compromise in the level of service we provide. In fact, we should double down on the resolution & ensure we do everything we say we will 100% of the time
You must record every Make It Right instance via this form. Issues falling into the levels are as below. Manager escalations will move up one level (to a maximum of Level 3):
| Issue | Level | Additional CS Action |
|---|---|---|
| Delivery Delay < 3 days | Level 1 | Contact Yodel, Provide Update |
| Delivery Delay > 3 days | Level 2/3 | Contact Yodel, Provide Update, Potentially Replace, Record Issue |
| Incorrect Items (replacement required) | Level 1 | Replace Item, Collect Incorrect Item, Record Issue |
| Incorrect Items (keep item) | Level 2 | Record Issue |
| Missing Items (inc. OOS) | Level 1 | Refund in Beer Tokens, Record Issue |
| Damaged Items | Level 1 | Refund in Beer Tokens/Replace, Record Issue |
| Quality Issue (inc. “Faulty” Keg) | Level 2 | Refund in Beer Tokens/Replace, Record Issue |
| Complaint (more than just a general expression of dissatisfaction) | Level 2 | Record Issue, Escalate if appropriate |