In order to provide relevant solutions for customers, it is assumed that we already have some general matrix in place to help team members escalate and solve various issues for the customer.
| Issue Type | Description | Priority Level | Resolution Timeframe | Action Steps | Escalation Path |
|---|---|---|---|---|---|
| Order Issues | Problems with order fulfillment, incorrect items | High | 24-48 hours | - Verify order details- Process replacement/refund- Notify customer | Order Fulfillment Lead |
| Product Defects | Issues with product quality or functionality | High | 24-48 hours | - Collect evidence (photos/videos)- Issue replacement/refund- Notify quality control team | Quality Assurance Manager |
| Shipping Delays | Delays or issues with delivery | Medium | 48-72 hours | - Track shipment status- Contact shipping carrier- Inform customer of new delivery estimate | Logistics Coordinator |
| Billing Errors | Incorrect charges or payment issues | High | 24-48 hours | - Verify billing details- Correct charges/refund- Update customer account | Billing Department Lead |
| Customer Feedback | Complaints or suggestions about products/services | Medium | 3-5 business days | - Acknowledge receipt- Review feedback- Implement improvements or respond to feedback | Customer Experience Manager |
| General Inquiries | Questions about products, policies, etc. | Low | 3-5 business days | - Provide information or direct to appropriate resource | Customer Service Representative |
In prioritizing responses for the surge tickets that are product quality issues, these are developed scripts to use for various customer types that should be tagged in our CRM:
Subject: Oops, We Over-Churned It—Here’s a Sweet Make-Up!
Hey {name},
We’re so excited you decided to scoop into our world of deliciousness, but it looks like our ice cream churners got a little too enthusiastic about their job. Yep, they’ve been working overtime, and your pint may have arrived a bit less in shape than we intended. 🍦💪
To make things right, we’re resending your order as quickly as possible—on us!
To say sorry and thank you for being part of our ice cream journey, we’d love to offer you a treat! Use code MELTDOWN24 to claim 20% off your next order.
Thanks for sticking with us as we make this churn-around—we can’t wait to scoop you up with our improved batches!
Sincerely,
The Sundae Funday Team 🍨❤️
Subject: We're Fixing Your Order & Sending Some Extra Love!
Hey [Customer Name],
You’ve been with us for some time, so we’re really sorry that your last order didn’t meet our usual churned-to-perfection standard. Our churners got a little carried away this time, but rest assured, we’re back on track and making sure your ice cream arrives just as creamy and delicious as you remember! 🍦💕
To make things right, we’re resending your order as quickly as possible—on us! And as a thank you for being a loyal Sundae Funday fan, we’ve also added loyalty points to your account, enough for a free pint on your next order. Because you deserve nothing but the best!
We appreciate your continued support and can’t wait to deliver a better, smoother scoop for your next Sundae Funday. Thank you for sticking with us—we’ll make sure your next bite is pure ice cream bliss.
With gratitude,
The Sundae Funday Team 🍨✨
Subject: We're Fixing Your Order & Sending Some Extra Love!
Hey [Customer Name],
I’m Danielle and I’ve been happily assigned to be your personal churn-around ambassador.
You’ve been with us for some time, so we’re really sorry that your last order didn’t meet our usual churned-to-perfection standard. Our churners got a little carried away this time, but rest assured, we’re back on track and making sure your ice cream arrives just as creamy and delicious as you remember! 🍦💕
To make things right, we’re resending your order as quickly as possible—on us! And as a thank you for being a loyal Sundae Funday fan, we’ll be sending your next shipment free of charge.
BTW, we’d love to send you a custom designed sweatshirt to keep you chill on a Sundae :)
What your preferred sweatshirt size? (S,M,L,XL,2XL) What’s your address?
We appreciate your continued support and can’t wait to deliver a better, smoother scoop for your next Sundae Funday. Thank you for sticking with us—we’ll make sure your next bite is pure ice cream bliss.
With gratitude,
The Sundae Funday Team 🍨✨