Sprout 101_Probe : Bakers Delight

SOCIAL MEDIA SLAs

• On social media, people are looking for instant communication and expect replies within a matter of hours rather than days, so please keep Sprout open throughout the day checking on your tasks 3-4 times per day. This will ensure we’re meeting our SLAs and customers are satisfied with the service we’re delivering

• All comments/messages should be replied to within 24 hours. If you’re waiting on further information from someone internally, please follow them up and inform them of these SLAs

TASKS

• Messages/comments in ‘tasks’ are the only ones you will need to reply to

• Check tasks that have been assigned to you via the ‘tasks’ tab on the left menu in Sprout. Please ensure you’re replying based on importance (e.g. addressing foreign objectives, injury, food poisoning, etc. first). If you haven’t been assigned these kinds of comments, please reply based on time frame

• You can also leave an internal comment on these open tasks to say who/what you are waiting on

• Sprout has the ability to mark tasks as ‘high priority’ so we use this feature for foreign objects, food poisoning, etc. Tasks that are high priority will show up with a red line on the left. Address these first

• Once you have answered a tasked message/comment, the “completed” tick will automatically turn blue but you will still need to click the “close” box next to the task for it to disappear from your tasked messages

COMMENTS

• Tone of voice – on social media we want to be more colloquial, light-hearted and conversational, as opposed to corporate and formal like how we would respond from the CR inbox:

Dear Helen.

Hi Helen, thanks for your message! We’re so sorry to hear of your experience at our bakery. We recommend getting in touch with the bakery directly to pass on your feedback so they can address the issue for you ☺ Cheers, BD

Thank you for contacting Bakers Delight with your feedback. We were sorry to hear of your disappointing experience at our bakery. As per your feedback it is suggested to advise the bakery staff of your experience. This will allow them the opportunity to identify and address the issue and to also put it right for you. Kind Regards

• Use ‘Hi’ instead of ‘Dear’ and ‘Cheers, BD’ instead of ‘Kind Regards’

• Before replying to customers, make sure you’re clicking on their name to read the whole thread of comments/messages and check past responses (if any)

COMMENTS

• When to reply to a public comment privately

• When a customer has written to us privately (messages with blue backgrounds), reply privately. You can just click the reply button under the message to do this, which will then take you to the field where you can type and send your reply

• When a customer has written to us publicly to ask a question or make a complaint that’s not overly serious, reply back to them publicly (eg. my scone didn’t have any berries, the size of the loaves have shrunk, etc.)

• When a customer has written to us publicly to make a serious complaint or seems particularly angry/fired up, reply to them privately. You can do this by clicking “switch to private message” after you have clicked the reply button

• Once you have replied privately, always ensure you reply to their public comments to say something similar to “Hi X, we’re sorry to hear this. We have sent you a private message to follow up. Cheers, BD.” We do this so our other followers can see we have addressed the issue in a timely manner and are responsive to issues our customers may be facing

• When sending out CR vouchers, avoid mentioning these publicly as many people will try to take advantage when they know vouchers are on offer. You can say something similar to “Can you please send us a private message with X details as we’d like to follow up?” – then you can mention their voucher privately

COMMENTS

Social CR Inbox

Hi Paige, thanks for your interest in Bakers Delight! As our

bakeries are individually franchised, we recommend contacting your local bakery for any possible job opportunities. Alternatively, you can submit your expression of interest here:

http://bit.ly/AUExpressionofInterest :) Cheers, BD

Hi Kathryn, we’re so sorry to hear this as we pride ourselves on the high quality of our products. Due to our scratch baking methods, minor variances can occur in our products, but it sounds like these products were not up to our standards! We will certainly follow up with the bakery and appreciate you bringing it to our attention ☺ We’d also like to send you a voucher for the inconvenience if you could please provide your postal address. Cheers, BD

Dear Paige, thank you for your interest in applying for a position at Bakers Delight.

As our bakeries are individually franchised, each Franchisee monitors and maintains their own employment needs. To apply for a position, you will need to contact the bakery directly or click on the link below to search for available positions on our website:

http://www.bakersdelight.com.au/careers/#opportunities

If the bakery is not listed, unfortunately they are not looking for any new employment.

Kind Regards,

Bakers Delight

Dear Kathryn, Thank you for your feedback, it was very disappointing to hear about your experience at our bakery. Due to the scratch baking methods used in our bakeries, minor variances may occur in our products. However the products you have described are clearly unsuitable. I will be contacting the Franchisee with your feedback and ensuring that the production team is spoken to regarding your concerns. Your feedback will also be passed on to the Area Manager to follow up on. If you are able to scan me a copy of your receipt or send me a picture of the product, I would be happy to send you a voucher so you can purchase a replacement product. Kind regards, BD

MESSAGE APPROVALS