Purpose

To standardize the handling of customer inquiries, ensuring timely and accurate responses while maintaining proper documentation in FreshDesk.

Notes

  • All customer communication, including inquiries from the Kellogg’s Store website and external sources (such as Kellogg’s corporate inquiries), must be documented in FreshDesk.

  • FreshDesk is TMP’s central system for tracking customer interactions.

Roles Involved

  1. EPI Customer Service Team: Primary responsibility for handling inquiries.

  2. TMP Account Manager (Joe): Assists with escalations and complex inquiries.

Receiving Inquiries

The following are the ways customers can reach out:

  1. Form submissions on kelloggstore.com

  2. Email inquiries sent to the Kellogg’s Store support email.

  3. Phone calls to the customer service number listed on the website.

  4. Physical mail should always be logged in Freshdesk, and should go straight to TMP Account Manager (Joe). Also, notify AM on Teams with FD ticket number.