Inquiry Handling Process
If the inquiry (form submission, email, phone call) is clearly spam, ignore and close, but make sure it is recorded in FreshDesk.
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).
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:
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:
Pop-Tarts
Cheez-It
Carr’s Crackers
Pringles
Rice Krispies Treats (Rice Krispies Cereal is WKKC)
NutriGrain
RXBAR
Eggo
MorningStar Farms
Austin Crackers
Club Crackers
Kellogg’s Graham Crackers
Pure Organic
Town House Crackers
Toasteds
Zesta
If WK Kellogg (WKKC / our actual client) Product, forward to consumeraffairs@wkkellogg.com or 1-800-962-1413. These are the WKKC brands:
Frosted Flakes
Froot Loops
Frosted Mini Wheats
Special K
Rice Krispies Cereal
Raisin Bran
Kashi
Corn Flakes
Corn Pops
Apple Jacks
Cracklin’ Oat Bran
Honey Smacks
Krave
Smart Start
Mueslix
Bear Naked
Eat Your Mouth Off
All-Bran
Crispix
Vector
Extra
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.
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.
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.