Inquiry Handling Process

  1. If the inquiry (form submission, email, phone call) is clearly spam, ignore and close, but make sure it is recorded in FreshDesk.

  2. Assume that inquiries are from customers based in the US, but if there is any indication that the inquiry lives outside of the US escalate to TMP Account Manager (Joe).

  3. If the inquiry is about a regular food product in a grocery store, look at the brand, and determine what category the brand falls under:

    1. If Kellanova Product (they are no longer a client post-split). Send the customer this link: https://www.kellanovaus.com/us/en/contact-us.html and explain that the brand they are looking for is actually a Kellanova brand and is an independent and separate company from WK Kellogg. If the inquiry is a phone call, give them this number: 1-877-453-5837. These are the Kellanova brands:

      1. Pop-Tarts

      2. Cheez-It

      3. Carr’s Crackers

      4. Pringles

      5. Rice Krispies Treats (Rice Krispies Cereal is WKKC)

      6. NutriGrain

      7. RXBAR

      8. Eggo

      9. MorningStar Farms

      10. Austin Crackers

      11. Club Crackers

      12. Kellogg’s Graham Crackers

      13. Pure Organic

      14. Town House Crackers

      15. Toasteds

      16. Zesta

    2. If WK Kellogg (WKKC / our actual client) Product, forward to consumeraffairs@wkkellogg.com or 1-800-962-1413. These are the WKKC brands:

      1. Frosted Flakes

      2. Froot Loops

      3. Frosted Mini Wheats

      4. Special K

      5. Rice Krispies Cereal

      6. Raisin Bran

      7. Kashi

      8. Corn Flakes

      9. Corn Pops

      10. Apple Jacks

      11. Cracklin’ Oat Bran

      12. Honey Smacks

      13. Krave

      14. Smart Start

      15. Mueslix

      16. Bear Naked

      17. Eat Your Mouth Off

      18. All-Bran

      19. Crispix

      20. Vector

      21. Extra

    3. If the food product doesn’t fall under any of these brands, escalate to TMP Account Manager (Joe), by messaging them with the ticket number in Teams.

  4. If the inquiry is regarding Kellogg’s merch on our site, Photo-On-A-Box, or any other question about Kelloggstore.com and our products, CSRs are to answer the questions based off of our Question Answering Process (see below). If unable to answer, or unsure, escalate to TMP Account Manager (Joe), by messaging them with the ticket number in Teams.

  5. If you feel the inquiry doesn’t fit into any of the above categories, escalate to TMP Account Manager (Joe), by messaging them with the ticket number in Teams.