Daily Feedback Calls:

Script-

Hi (Customer Name), this is Rishika from Godown Cafe, how are you today? (let the customer
say)

You visited us last (Sunday, Monday whatever day he visited) (or yesterday ya day before
yesterday whatever is suitable) and ordered (food ke naam), right?

Toh ye call aapko next visit pe upto 10% off dila sakti hai, so can I take just 2 minutes of your
time?

· If he/she says no:

We feel you (customer name), time is money, 3 questions the hamaare bas, when can we follow
up with you? (See if they want to talk, continue with the call or just disconnect)

· If he/she says yes:

(Continue the call)

Thank you so much (Customer name). Bas mere 3 questions ka answer de dijiye.

Firstly, aapko taste kaisa laga?

ü (If the customer says acha laga)

Wow! That’s great. Thank you so much! Aur service and cafe ki vibe mein koi bhi kami? (let
him answer)

What is your overall rating for Godown Cafe between 1-5? (Let them answer)

Alright! we appreciate you (customer name) by giving you 10% off on any beverage/dessert of
your choice valid till next month. (BREAK)

Aapko isse related SMS within 30 minutes mil jayega bas aap wo next outlet visit pe dikha dijiye
and avail the discount then and there. (BREAK)

Thank you so much for your feedback. Peace Out!

ü (If the customer says bura laga)

I see, please elaborate kariye ki kahan par improvement ki zaroorat hai (customer name)

(Customer elaborates the issue)

Sorry to hear about that (Name of Customer), ye situation to mujhe bhi upset kar deti. (BREAK)

 (If the customer gives a mixed reaction)

I see, we'll definitely look into and next visit mein aapko complete satisfaction milega.
(BREAK)

Aapki complaint mai customer service manager ko forward kar rahi hu, aur aapko 1 month ke
liye kisi bhi item pe 10% off mil jayega but if you’d like to have the same item jispe aapne
feedback diya hai, you’ll get 25% off on it, aur aapko same issue firse face nahi karna padega, I
guarantee it. (BREAK)

Aapko discount coupon ka SMS within 30 minutes mil jayega bas aap wo next outlet visit pe
dikha dijiye and avail the discount then and there. (BREAK)

Anything else you’d like to let us know regarding service or staff behaviour? (Customer gives
his answer). Your point is noted (Customer Name). Okay that's it from our side. We are Godown
Cafe (restaurant name). Over n Out!

Follow-up SMS for feedback calls:

For Customers who disconnected the call because they were busy:

Tum mujhe input do, mai tumhe result dunga.

You're our customer and without your inputs we cannot serve you like we mean it. Please give us
your inputs on our next call, avail your discount coupon and be ready to make us your favorite
food outlet because its bound to happen.

For Negative feedback:

(Message 1)

Customer is God, and for God to bless us we gotta listen to Them.

Thank you for giving your valuable feedback, we’re here to listen. Here’s your coupon code:
FEEDBACK10 for 10% off on any item for single billing valid till (date). Just show this
message on your next visit and enjoy your meal.

(Message 2)

Without you, we’re like fish without water.

Thank you for giving your valuable feedback, we’re here to listen. Here’s your coupon code:
FEEDBACK25 for 25% off on (item he previously ordered) for single billing valid till (date).
Just show this message on your next visit and enjoy your meal.
For Positive feedback:

You like us, right? Cool, we like you back.

Thank you for appreciating us. We love to serve you! Here’s you coupon code: FEEDBACK10
valid till (date) use this on your next visit and get 10% off on any item. Food is love and we’re
here to give love to you.

Notes:

1. Data will be posted for NeoDove daily.

2. Calling to start from 12 pm to 8 pm (strictly).
3. All unsolvable issues should be noted and customer should be told, “Iska answer mai apne
customer service manager se hi pooch ke bata sakti hu. Will get back to you on this.”
4. Ask for the answer from us and follow up with the customer as soon as you get the answer.

FAQs RELATED TO FEEDBACK CALLS:-

1. How do you know when I visited your cafe /restaurant before?

The billing software provides us that information and we ask for your feedback to better our taste
and services.

2. "We didn't like anything over there neither service nor food and we don't need any offer
and please don't call me again." How to answer this?

Its alright. We understand, your next meal will be on us if you decide to visit. (Then give this
information to us right away)

3. When a customer uses inappropriate words (especially ladies) or misbehaves or asks

some irrelevant questions?

Please understand that this is not appropriate behavior and we don't take that lightly. Bye!

4. Can someone else avail the discount on my behalf?

Yes, you can forward the SMS to anybody and they can avail the discount on your behalf, but ek
code hoga usme which is applicable for single billing only, once used wo firse use nahi ho
payega.

5. What good do you have on your menu?

Aap veg lete hain ya non. Veg? (let him answer)

We have a few recommmended items jo customers ko bohot pasand aate hain.

It includes:

Veg. mein:

 Makhani Pasta
 Cheese Garlic Bread
 Alfredo Pasta
 Bombay Grilled Sandwich
 Paneer Tandoori Burger
 Peri Peri Fries

Non-veg mein:

 Chicken Hakka Noodles

 Chicken E-tandoor Burger

(Non veg wala bhi veg khata so if someone chooses non veg you can tell them both and for veg.
preference, only tell them the veg items)

6. If someone asks for prices of any product.

(Check the menu and tell the price.)

7. If it’s not possible for me to avail it on time, can I get an extended time period?

Sorry, (customer name) its not possible for us, but hum har week mein kuch na kuch apne
customers ke liye interesting nikaalte rehte hain, you’ll get messages and update regarding the
same every week, so don’t worry.

8. “10% off is very less, I need more.”

(customer name) This is just the beginning, aap hamaare jitne loyal customers rahenge aapko
utne hi attractive offers milenge. So stay tuned!