FAQ Overview
CHIPOTLE-FAQ's
Two-Step Verification (TSV)
Access deniedAuthor: Francis Borromeo
Last update: 2024-04-25 18:55
What is the Chipotle website?
Access deniedAuthor: Marvin John Macaspac
Last update: 2024-04-25 18:57
Updated Make Right Matrix
Access deniedAuthor: Marvin John Macaspac
Last update: 2024-04-25 18:57
Updated Make Right Matrix
Access deniedAuthor: Marvin John Macaspac
Last update: 2024-04-25 18:59
Getting into Salesforce
Access deniedAuthor: Mariyan Sazon
Last update: 2024-04-25 19:03
Support Categories and Case Page Layout
Access deniedAuthor: Mariyan Sazon
Last update: 2024-04-25 19:06
Compensation - Refunds & Currency
Access deniedAuthor: Mariyan Sazon
Last update: 2024-04-25 19:07
Sending Digital Offer / Email Offer using OOM
Access deniedAuthor: Mariyan Sazon
Last update: 2024-04-25 19:09
Working Cases and Replies
Access deniedAuthor: Mariyan Sazon
Last update: 2024-04-25 19:15
Miscellaneous Case Types
Access deniedAuthor: Mariyan Sazon
Last update: 2024-04-25 19:14
Creating New Accounts & Cases in Salesforce
Creating New Accounts
Before creating a new Account for a guest in Salesforce, ALWAYS search to make sure the
guest does not already have an Account.
1. Click on the drop down at the top of the console and select Accounts
2. In the top right of the console, select “New”
3. Click “Person Account” and “Next”
4. Fill in the new guest’s information and then “Save”:
• First Name
• Last Name
• Phone (if provided)
• Email (if provided)
Creating New Cases
There are two ways to create a new case. The preferred method is by going through the
guest’s Account and clicking “New” next to the Case section under the Related tab.
1. The case record type is defaulted to Support
• The cases Customer Care works are Support cases
• NOTE: Do not use “Support (New Case)” at the bottom of this list
2. Click “Next”
3. Because the case was created through the Account, the guest’s Account
automatically fills in.
4. Fill in as much information as possible including required fields: Tone, Support
Category, and Case Origin
5. Click Save.
Another way to create a new case:
1. Click on the drop down at the top of the console and select Cases
2. On the top right of the console, select “New”
3. Support will be defaulted. Click “Next”
4. Fill in as much information as possible including required fields. You will also have to
add the Account to the case.
5. When searching a guest, there may be instances where guests have the same first
and last name.
6. Click the “Show All Results for...” to see a complete list of users and their email
Author: Mariyan Sazon
Last update: 2023-12-01 18:57
DoorDash Portal
Access deniedAuthor: Mariyan Sazon
Last update: 2024-04-25 19:17
Sparkfly Portal
Access deniedAuthor: Mariyan Sazon
Last update: 2024-04-25 19:18
Customer Admin Tool
Access deniedAuthor: Mariyan Sazon
Last update: 2024-04-25 19:20
Restaurant Data Manager (RDM)
Access deniedAuthor: Mariyan Sazon
Last update: 2024-04-25 19:21
Envysion & Receipt Request
Access deniedAuthor: Mariyan Sazon
Last update: 2024-04-25 19:22
Self Service Portal
Access deniedAuthor: Mariyan Sazon
Last update: 2024-04-25 19:23
Check Requests
Access deniedAuthor: Mariyan Sazon
Last update: 2024-04-25 19:27
Advanced and Unusual Refunds
Access deniedAuthor: Mariyan Sazon
Last update: 2024-04-25 19:32
High Priority Case
Access deniedAuthor: Mariyan Sazon
Last update: 2024-04-25 20:05
CHIPOTLE Inbound Calls
Inbound Calls
This course provides instruction on taking inbound phone calls, using the approved inbound call script, and covers the basic standards and expectations.
Author: Mariyan Sazon
Last update: 2023-12-01 20:33
CHIPOTLE Inbound Calls
This course provides instruction on taking inbound phone calls, using the approved inbound call script, and covers the basic standards and expectations.
Author: Mariyan Sazon
Last update: 2023-12-01 20:34
Strava Partnership x Life Style Bowls
LIFESTYLE BOWLS (U.S. and Canada)
To support our guests’ New Year’s resolutions, we are promoting our 7 Lifestyle Bowls exclusively available to order via the Chipotle app, Chipotle.com, Chipotle.ca and third-party digital ordering platforms starting Today, January 2!
We are continuing to go beyond diets with our Lifestyle Bowls and showcase how our 53 ingredients come together to make real food taste good and make you feel good about eating it.
Our bowls include: The Balanced Macros Bowl, Veggie Full Bowl, Wholesome Bowl, Keto Salad Bowl, High Protein Bowl, Plant-Powered Bowl and the Go Half Veggie Bowl.
Please note that Lifestyle Bowls will continue to be marketed as digital-exclusive menu items. However, we’re supporting our restaurant team members with Lifestyle Bowls cards should guests order them in-restaurant.
Chipotle $0 Delivery – Jan 2-31 2024
We will be running $0 delivery for all orders placed between Jan 2nd – Jan 31st containing one of our Life Style Bowls.
Please note: No changes may be made to the pre-configured entrée.
US and Canada will be eligible
Auto-applies to order (no code required)
Legal terms: www.chipotle.com/zero-dollar-delivery
In addition to promoting our Life Style Bowls, we will be announcing our partnership with Strava today, January 2nd .
***Strava is the social network for athletes - an app that helps to track physical activity and allows users to share recorded activity with friends and followers via their feed to help motivate, explore new places, and track athletic journeys.
Strava Segment Challenges:
Segments are one of Strava's coolest features - they are portions of roads or trails created by members where athletes can compare times.
Chipotle will be rewarding the individual who performs the highest number of attempts of each segment (all of January) with free LSB* for a year
We will DM the winners of each city on Strava so they should look out for a friend request from our Strava account “Chipotle Mexican Grill”
We will drop 52 free entrée codes into their wallet that expire in a year
You will need to be a Chipotle Rewards member to accept the reward
Locations of the segments (hyperlinked below):
Chipotle NYC Segment
Chipotle LA Segment
Chipotle Denver Segment
Chipotle DC Segment
Chipotle Columbus Segment
Chipotle Chicago Segment
Links to the Challenge pages (won’t be live until Jan 2). This is where guests can see the leaderboard and who is currently winning.
Chipotle LA Segment: https://strava.app.link/Chipotle_LA_Segment
Chipotle NYC Segment: https://strava.app.link/Chipotle_NYC_Segment
Chipotle DC Segment: https://strava.app.link/Chipotle_DC_Segment
Chipotle Chicago Segment: https://strava.app.link/Chipotle_Chicago_Segment
Chipotle Columbus Segment: https://strava.app.link/Chipotle_Columbus_Segment
Chipotle Denver Segment: https://strava.app.link/Chipotle_Denver_Segment
Legal Terms: http://www.chipotle.com/strava-segment-challenge
Launch Jan 2 – 31
US only
Beginning at launch and sustaining throughout the duration of the program, we’ll be driving craveability and trial with an incredible array of 10 influencers leveraged across both their channels and paid media and 6 Run Clubs.
Each creator will be highlighting how LSB that fits perfectly within their personal lifestyles.
Please note: Influencers will not be giving any offers at this time.
MORE TO COME: We will be announcing a couple of additional promotions later in the month in relation to Strava and Life Style Bowls, stay tuned!Author: Francis Borromeo
Last update: 2024-01-10 23:40
NEW QA Definitions / Guidelines
Did the agent use the proper greeting? -5
Phone
· Thanking for
o Specifically say “thank you for calling Chipotle Customer Care”
o Callbacks
Specifically State you are calling from Chipotle Customer Care
• For example: “Hello, I am (Agent’s name) calling from Chipotle Customer care giving you a call back…”
· Agent’s name.
· Chipotle must be pronounced correctly.
o Chipotle can be pronounced with an accent and still be correct.
CHIH-POAT-LAY
Avoid “Chipotel” “Chi-pot-lay” “Chi-poo-lay” “Chi-pole-tay"
Chat
· Thanking the guest for contacting us.
Email
· Capitalization of guest’s name.
· Thanking the guest for contacting us.
Did the agent verify the guest? -10
• Asking for guest’s name
o This should be done in opening BEFORE asking what the guest’s issue is
• Callbacks- If a name is provided we should ask “Is (guest’s given name) available” OR ask for guest’s name if not provided
o Chat
Correctly spelling guest’s name as provided in the chat.
• Order ID.
o Order provided in confirmation email.
• DoorDash order ID.
o Order ID provided in DoorDash confirmation email.
• Email address on the order.
Did the agent check for any previous history? -5
• Recognizing their case is a duplicate.
o A case regarding the same situation AND order was handled previously.
Emails specifically- Live contacts should be handled as new with mention of other contacts.
• Recognizing the guest is a potential scammer and followed proper procedure.
• Acknowledging previous history with the guest where applicable.
o A resolution was provided for a case regarding the same situation AND order.
o There is a history of the same situation occurring with the same location.
• Mentioning offers/refunds already provided by Pepper/previous agent.
o For the same Order –
“I see we already provided (offer given) was there another issue I can help you out with?”
Did the agent show empathy and take ownership? -15
• Appropriately timed.
o Guest’s issue -> Tailored Apology -> order info -> resolution.
• Tailored.
o For example: “I was missing my chips and the steak was burnt.”
Individually addressed.
• “I’m sorry you were missing chips and the steak was not cooked to perfection…”
o Broad statements.
I’m sorry you were missing items and the quality was not up to par…”
• Apologize for everything that is not toned as “Neutral.”
• General questions will always be Neutral.
o “What is the sodium in your chicken” “How do I place a catering order.”
· Assured assistance if applicable.
• General statement letting the guest know you’ll help.
• “I’d be happy to help with this.”
Did the agent properly control the contact? -15
Phone
· Avoiding gaps of silence (> 30 seconds).
· Asking permission to put guest on hold (checking in every 2 minutes).
· Avoiding rushing/repetition (matching tone and pace of the guest).
o If the guest wants to vent, we allow them to vent.
o Match the guest’s tone and pace.
If the guest seems hurried, we match their pace and speak fast/ don’t read off a breevy.
· One contact resolution (when applicable).
o The guest should never have to call back for an issue they called us for.
· Asking appropriate/relevant probing questions (not interrupting the guest).
o All questions must have value towards guest’s current issue.
· Allowing the guest to fully respond.
Chat
· Responses no longer than 5 minutes.
· Messages need to be concise and together.
o All messages add value and complete responses.
· Avoiding rushing/repetition.
o Allow a full 5 minutes before sending closing statement.
If issue was resolve no wait needed.
· One contact resolution (when applicable).
o The guest should never have to reach back for an issue we can resolve.
· Asking appropriate/relevant probing questions and allowing the guest to fully respond.
Email
· Emails must have action taken within 5 minutes of being accepted or created.
o For example: Received at 5pm categorized by 5:05pm (Category, Tone, Status, etc). g
· Replies must be handled within 24 hours upon agent’s next working day.
· One contact resolution (when applicable).
Was the incident/case properly coded and routed? -15
Coding & Routing
All
• Correct contact details.
o Capitalized first name/last name.
o Correcting email address “.con to .com” “@yahpo to @yahoo” “@gnail to @gmail.”
o If capitalization does not impact the contact with the guest we will not mark off.
▪ No email sent = No impact.
• Correct Tone.
• Correct Support Category/Categories.
o All relevant categories.
• Correct Closed status.
• Checking the Disappointed in Offer box checked (if applicable).
• Recognizing and appropriately escalated case to Incidents team or Escalations team.
Documentation
Phone
• Restaurant Details.
• Date/Time of Visit.
o ANY date/fields.
• Order ID (if applicable).
• Refund Amount (if applicable).
o If a refund is processed, correct Refund Reason and appropriate Customer Service notes provided in OOM.
• Notes in the additional description accurately reflect the reason for contact and detail the resolution the agent provided.
Chat
• Restaurant Details.
• Date/Time of Visit.
o ANY date/fields.
• Refund Amount (if applicable).
o If a refund is processed, correct Refund Reason and appropriate Customer Service notes provided in OOM.
• Full chat transcript from the beginning of the conversation to resolution.
o Any additional concerns the guest mentions.
Email
• Restaurant Details.
• Date/Time of Visit.
o ANY date/fields.
• Refund Amount (if applicable).
o If a refund is processed, correct Refund Reason and appropriate Customer Service notes provided in OOM
Was all the information accurate and appropriate? -15
All
*NEW*
· Correct email template (code in BODY of emails)
• Matches tone of contact.
o Replying to current email thread.
o Letter format.
· All information provided to the guest was accurate and appropriate.
· Avoid saying “sir/Mr” or “ma’am/Ms/Miss” or asking if the offer is okay.
· All written spelling, punctuation, and grammar is accurate.
o If impactful to the contact.
· Appropriately answering a guest’s question(s) with relevant answers.
o Guest: “how long does the refund take?” Agent: “We can not redeliver.”
Did the agent resolve the issue to end user/customer satisfaction? -10
• Agent used all available resources to resolve the problem/move toward a resolution.
• Webex, Salesforce, Gigya, Standups, OOM, etc.
o Agent followed Make Right Matrix per categories selected and provided offer, if any, correctly.
• Online orders should have offers added through OOM.
Did the agent follow through with a resolution? -5
All
· Agent followed through with promised resolution.
o Reaching out to restaurants, adding/sending offers, etc.
Did the agent properly recap, provide the next steps, and close the call or did the caller disconnect first preventing a proper recap? -5
· Agent provided correct refund details.
o void vs refund, 3-5 business days.
· Offer details.
o in app or through email, 30-day expiration date
Phone
· Offering additional assistance or telling the guest if they have any additional questions/concerns to contact us again.
o If opening includes thanking the guest for contacting or mentioning Chipotle Customer Care, closing does not need it.
· When mentioning the survey (not mandatory but if mentioned).
o avoid suggesting the guest leave a specific score.
o Mentioning not to take the survey if they were dissatisfied.
· Transition statement when transferring.
o “So sorry I couldn’t help let me get someone to help.”
o “Thanks for holding, I have (Agent’s name) a member of the escalation team ready to help.”
Chat
· Offering additional assistance or telling the guest if they have any additional questions/concerns to contact us again.
o If opening includes thanking the guest for contacting or mentioning Chipotle Customer Care, closing does not need it.
· Mentioning the survey (mandatory- unless transferring case to Salesforce).
o Avoid suggesting the guest leave a specific score, or not to take the survey if they were dissatisfied.
Email
Agent name/signature.
Correct email/reply template.
• No Date/time/Store number “code.”
Appropriate sign off
• “let me know if there’s anything else I can do for you,” “Have a burritoful day,” etc.
o Matches tone of contact.
• Correct reply format.Author: Francis Borromeo
Last update: 2024-01-11 23:00
Rewards Enrollment Promos
Access deniedAuthor: Francis Borromeo
Last update: 2024-01-11 23:21
Rewards Enrollment Promos
Any guests who enroll in Chipotle Rewards (US or CAN) between today Monday, January 8th and Thursday, February 1st will receive a free Guacamole reward dropped into their account!
This offer will be dropped into their wallet immediately upon sign-up and will be advertised in-restaurant.
Arizona Acquisition Campaign – Free Entrée Offer
In all Arizona restaurants (list attached), a menu panel will be placed in restaurants promoting the rewards program starting January 16th.
Offer is to sign up via QR code and receive a free entrée after purchase of $10 or more.
Offer Restrictions
Customer must sign up via QR code on web
URL will have specific tracking code that will be sent to CrowdTwist
Customer must sign up between 1/8/2024 – 2/11/2024
Only valid for new customers
Purchase must be made between 1/8/2024 – 2/25/2024
Must also be placed at Arizona locations (In-Restaurant or Digital)
Will include Retro Credit Requests for purchases made in date range
Will include catering orders that are completed in date range
If the catering order is paid for/completed outside of date range, it will not qualify
$10 Purchase minimum
Reward Restrictions
CrowdTwist will trigger an offer drop of Free Entree from Sparkfly
Reward is only valid at Arizona locations
7 Day expiration from day of issuance
How do we know who qualified?
To track if a user has created their account through the QR code – you will see the following details on their profile in CrowdTwist
Note that the “Member Acquisition Campaign” MUST be B8nninltyFb
If this field is “not entered” it means that the account was not created from the QR code
A close-up of a logo
Description automatically generated
CrowdTwist has a campaign to listen for the listed restrictions
Will be based on segment – so entrée offer can take 1-4 hours to be added to customer account
Date of customer registration can be tracked under CrowdTwist Customer Profile > Activity Ledger
Date of Purchase & Location can be tracked under CrowdTwist Customer Profile > Purchases
Author: Francis Borromeo
Last update: 2024-01-11 23:24
Process Update: Respectful Workplace (RW) Automation in Salesforce 1/9
Previously when an agent has received an RW contact, they’ve been instructed to use the RW/Employment category, manually send an email to respectful@chipotle.com, and close as Closed – RW because the previous automation system was no longer working.
Good news! Starting on Tuesday, January 9th, a new RW automation process launches within Salesforce to make sure these contacts get to where they need to go!
Category Update
The category RW/Employment will now be split into separate categories – “Employment” and “Respectful Workplace” (updated MRM attached).
Salesforce Case Update
When adding the Respectful Workplace category to a case, agents will see a checked box that says “Send to RPE.”
This box is automatically checked and will send an email to the appropriate RPE employee, based on the restaurant attached to the case, for them follow up on once the category is successfully added to the case.
Can the box be unchecked?
Yes! There may be rare situations where the Respectful Workplace category needs added, but an email to the RPE team doesn’t need generated. In those instances, agents can uncheck the box.
PLEASE NOTE: Once the Respectful Workplace category is added to the case, the auto-generated email is sent immediately.
It’s important that agents have added all necessary details to the case (contact info, restaurant, date/time of visit, and any important notes in the additional description) BEFORE the category is added.
This auto-generated email can be seen under the Activity History section:
The email in Salesforce isn’t the prettiest, but here’s an example of what the email to our RPE team looks like:
The email will include the individual’s contact info, the restaurant name, the date/time of visit, the description, and anything left in the additional description of the case.
What if the contact is an inbound call instead of an email?
Great question! You may have noticed in the screenshot above that there’s a section in that email labeled “Call Summary.” If an RW issue comes in as an inbound call and needs to be sent to Respectful Workplace, please make sure agents are ending the call and having it attached to the correct case BEFORE adding the new Respectful Workplace category. As long as this is done successfully, the email sent to our RPE team will look like this:
What if the contact comes through as a chat?
This one is a bit tricky. Because we create cases via the SF Widget in chat, adding the Respectful Workplace category does not trigger the “Send to RPE” checkbox like it would normally.
Instead, agents will have to create their case via the SF Widget with a different category (like Need More Info for example), NOT Respectful Workplace.
Once the case is created, the agent can follow the link directly to Salesforce where they can remove the category used to create the case and replace it with Respectful Workplace to trigger the auto-generated email.
PLEASE NOTE: Just like with emails and inbound calls, agents MUST make sure all relevant info is added to the case before adding the Respectful Workplace category.
What if the agent forgets to add the restaurant to the case before adding the Respectful Workplace category?
An email will still be triggered, but it will be sent to the generic RW distribution list instead of the specific RPE employee that handles issues from that specific region. If the restaurant location is available to us, please have the agent add it to the case, delete the Respectful Workplace category, then re-add the category.
Re-adding the category will trigger another email to be sent – this time it’ll go to the correct RPE Employee for that region, and of course it will also include the restaurant information.
Closed Status Update
We will no longer be using the Closed – RW status on our cases.
This status was created as part of the original automation process that no longer works and it’s no longer needed for reporting.
Beginning on Tuesday, January 9th, agents should be using their usual closed status depending on where the case originated from – Closed – Email/Letter, Closed – Call Inbound, Closed – Messenger.
New RW Automation Quick Guide
Contacted via Email
Make sure correct restaurant is added to the case
Add Respectful Workplace category
Keep “Send to RPE” box checked
Close case as Closed – Email/Letter
Contacted via Phone
Make sure call is ended on correct case so the call summary is attached
Once the call has ended, THEN add the Respectful Workplace category
If added before the call is attached, the RPE team member will not receive the call summary.
Keep “Send to RPE” box checked
Close case as Closed – Call Inbound
Contacted via Chat
Create case via SF widget with a category OTHER than Respectful Workplace (e.g. Need More Info)
Once case is created, follow the link directly to Salesforce
Remove category used to make case and replace it with Respectful Workplace
Make sure all relevant case details are added to the case before adding the category
Keep “Send to RPE” box checked
Closed case as Closed - Messenger
Forgot to tag restaurant in SF case
Add restaurant to case
Delete Respectful Workplace category
Re-Add Respectful Workplace category
This will trigger a new email to be sent with the correct info
Keep “Send to RPE” box checked
Close case
An updated High Priority guide is in the works, so stay tuned for that to be sent out shortly!
Author: Francis Borromeo
Last update: 2024-01-11 23:36
CATERING CASES
See link
Author: Francis Borromeo
Last update: 2024-01-11 23:52
In-Store Refund Process
We need to process an in-store refund using the Service Now Portal when a guest is deserving of a
refund per the matrix or has rejected our Sparkfly offers. . We can only use the Service Now Portal to
refund orders that were made via credit or debit card and placed in a Chipotle store. If the guest paid
with cash, you will need to follow the Check Request process. If a guest ordered through a third party,
you will need to refer them to that third party.
See link for steps to follow-up;
Author: Francis Borromeo
Last update: 2024-01-11 23:55
TODAY No Quitter’s Day: Buy One, Get One Later (BOGOL)
TODAY No Quitter’s Day: Buy One, Get One Later (BOGOL)
The second Friday in January is known as Quitters Day - the day when most people will quit their resolutions. In 2024, let’s turn Quitters Day into a Lifestyle Bowls Chipotday, giving fans delicious new reasons to keep pursuing their goals.
How it works:
Chipotle Rewards Members will be offered a Lifestyle Bowl BOGOL offer: Buy One, Get One Later.
The first 30k guests that place a digital order for a Lifestyle Bowl on Jan 12th, will receive a free entreé within their rewards account a week later.
The free entrée Code dropped in their wallet will expire on 1/21/24
US & Canada will be eligible
Legal terms: www.chipotle.com/bogo
A report will be pulled of guests who qualified for the BOGOL offer, but we don’t expect to receive it for several days.
If guests contact us asking whether they qualified, we can let them know that if they did, they’ll see a free entrée in their account next Friday.
If they really push, we can only confirm once we receive the report.
Strava X Chipotle National Challenge: No Quitter’s Day 1/15 – 1/28
We’ll up the ante on Strava by hosting a nationwide challenge for our fans to finish the month of January off strong.
Complete any type of activity for 20 minutes, twice a week through January to earn the Chipotle No Quitters Strava badge and a chance to win free guac!
Launch: Monday, January 15th – Sunday, January 28th
Legal Terms: http://www.chipotle.com/strava-no-quitters
Link to Challenge page: Chipotle No Quitters: https://strava.app.link/Chipotle-No-Quitters
US only
Completion email will be sent from Strava on February 5th to all completed participants
Only the first 75K participants can redeem the code for free guac on us
Code will be: K71583G
Code can only be used online or on the app (no in-restaurant uses)
IMPORTANT INFORMATION | Dr. Martin Luther King, Jr. Day RSC Closure
In honor of Dr. Martin Luther King, Jr.’s legacy, both RSCs and the Chipotle Cultivate Center (CCC) will close on Friday, January 12 at 3 p.m. local time in advance of our full-day closure on Monday, January 15.Author: Francis Borromeo
Last update: 2024-01-12 15:15
REMINDER: Strava X Chipotle National Challenge: No Quitter’s Day 1/15 – 1/28
We’ll up the ante on Strava by hosting a nationwide challenge for our fans to finish the month of January off strong.
Complete any type of activity for 20 minutes, twice a week through January to earn the Chipotle No Quitters Strava badge and a chance to win free guac!
Launch: Monday, January 15th – Sunday, January 28th
Legal Terms: http://www.chipotle.com/strava-no-quitters
Link to Challenge page: Chipotle No Quitters: https://strava.app.link/Chipotle-No-Quitters
US only
Completion email will be sent from Strava on February 5th to all completed participants
Only the first 75K participants can redeem the code for free guac on us
Code will be: K71583G
PLEASE NOTE: this is NOT to share with guests. All completed participants will receive an email with the code on 2/5.
Code can only be used online or on the app (no in-restaurant uses)Author: Francis Borromeo
Last update: 2024-01-16 15:57
Smoked Brisket 2.0 Pilot 1/23
Access deniedAuthor: Francis Borromeo
Last update: 2024-01-18 15:38
Smoked Brisket 2.0 Pilot 1/23
Access deniedAuthor: Francis Borromeo
Last update: 2024-01-18 15:46
Smoked Brisket 2.0 Pilot 1/23
Our LTO Brisket is making it’s return on Tuesday, January 23rd!
It isn’t launching nationally quite yet, but it will be piloted (running 3-4 weeks) in restaurants in the Sacramento, CA and Columbus, OH regions (restaurant list attached).
Carne Asada was deactivated from Brisket pilot restaurants by 1/12 for restaurants to focus on Brisket training.
So, what is Brisket?
Our Responsibly Raised® beef Brisket, seasoned with Mexican spices and smoked, seared, and finished with a Brisket sauce made with smoky chili peppers, will offer guests a delicious, new protein option to add to their entrée.
Additional information regarding the ingredients and nutritional information will be shared soon!
We won’t have any media above store promoting Brisket (no TV, Radio, Digital Banner ads, Social Media, etc.) but we will have menu panels in the restaurants.
It will be available on our digital menus and in-restaurant, priced at a +$1.50 premium over our Adobo Steak.
Please be sure to use the category “Test Items/LTO > Brisket” + any applicable Steak categories for comments about brisket. For example: “I ordered the new brisket and it was so burnt. I didn’t like it.”
Support Categories: Test Items/LTO > Brisket + Food Quality > Overcooked/Burnt > SteakAuthor: Francis Borromeo
Last update: 2024-01-18 15:53
Salesforce Offers: Modifier Change
Starting on Monday, January 29th, offers provided to guests by our Customer Care team will only comp a maximum of 2 premium modifiers (extra protein, Guac, Queso Blanco, etc.) per offer.
The offer will comp the 2 most expensive premium modifiers and guests can add-on more at an additional cost.
Please note this will not impact rewards offers which do not comp premium modifiers.
Please make sure agents are given time to review their breevies and fix any that say our free entrée offers will cover extra protein, guac, and queso at no extra charge.Author: Francis Borromeo
Last update: 2024-01-23 16:23
New Restaurant Opening (NRO) Rewards Issues
There are 25 NROs that aren’t getting Rewards activity into CrowdTwist at this time, meaning that POS scans do not earn points and receipts cannot be entered for retro credit.
Agents will need to manually add points with proof of purchase.
It is our understanding that online orders are not affected.
Current list of affected locations:
2629 – Martinsburg
3995 – 395 and Palmdale II
4026 – Warrenton OR II
4208 – High Point South Main St
4225 – Vine&Bass Kissimmee
4246 – Minneola FL
4386 – 249 & Antoine
4387 – Poulsbo - WA
4451 – Flowood
4463 – West Bend
4482 – Fleetwood Village
4512 – U City
4557 – Bolingbrook R
4561 – Olive Branch
4562 – Broadway & Craycroft
4565 – Walla Walla
4587 – Tigard Town Square
4623 – Madison MS
4638 – Park City – UT
4643 – Brownsville
4644 – York University
4660 – North Branch
4681 – Hammer & West
4733 – Leaside
4827 - CaldwellAuthor: Francis Borromeo
Last update: 2024-01-23 16:24
Tax Exempt Order Exceptions
There are states that allow tax exempt organizations exceptions from having a tax exempt ID.
However, in order to process a tax exempt refund, we must enter a tax exempt ID into Customer Admin.
Our Sales Tax team has given us instructions on a work-around! Should you have a guest that has this exception, please ask the FTEs in Webex for assistance.Author: Francis Borromeo
Last update: 2024-01-23 16:25
TODAY: Smoked Brisket 2.0 Pilot
Our LTO Brisket is making its return today Tuesday, January 23rd!
It isn’t launching nationally quite yet, but is being piloted (running 3-4 weeks) in restaurants in the Sacramento, CA and Columbus, OH regions (restaurant list attached).
PLEASE NOTE: Restaurants that are piloting the Smoked Brisket will not have Carne Asada available to order in-store or online.
So, what is Brisket?
Our Responsibly Raised® beef Brisket, seasoned with Mexican spices and smoked, seared, and finished with a Brisket sauce made with smoky chili peppers, will offer guests a delicious, new protein option to add to their entrée.
We’ve attached the Nutritional Information and Ingredients List for Chicken al Pastor.
NOTE: Please do not send the attachment itself to guests who ask for the nutritional information. Instead, type out what specific nutritional information they are looking for.
We won’t have any media above store promoting Brisket (no TV, Radio, Digital Banner ads, Social Media, etc.) but we will have menu panels in the restaurants.
It will be available on our digital menus and in-restaurant, priced at a +$1.50 premium over our Adobo Steak.
Please be sure to use the category “Test Items/LTO > Brisket” + any applicable Steak categories for comments about brisket.
For example:
“I ordered the new brisket and it was so burnt. I didn’t like it.”
Support Categories: Test Items/LTO > Brisket + Food Quality > Overcooked/Burnt > Steak
Final Nutritionals - Brisket - 01.19.2024 ; https://drive.google.com/file/d/1wH3nVO8LUOeKnQBTNZ1m6VF-g6nh3wUI/view?usp=sharing
Ingredient Statement Analysis - Brisket - 01.19.2024 ; https://drive.google.com/file/d/1cy_2VVsrdFUOsUn1rA1zfkLdZb7T-GCs/view?usp=sharing
Smoked Brisket Pilot Restaurant List ; https://docs.google.com/spreadsheets/d/1fRfiGEsQhkpkkr6BDQMLPCMV_KtLJ2gF/edit?usp=sharing&ouid=104896452467429423173&rtpof=true&sd=trueAuthor: Francis Borromeo
Last update: 2024-01-23 16:32
REMINDER: Agents Providing Old CC Phone Number
We’ve recently come across an astounding number of examples where agents are providing guests with the old Customer Care phone number (833-860-0467) instead of 1-800-Chipotle.
We made the switch from 833-860-0467 to 1-800-Chipotle over a year ago and it is not acceptable for agents to continue providing the old number.
Please make sure that agents are reviewing their breevies immediately and updating this phone number to 1-800-Chipotle.Author: Francis Borromeo
Last update: 2024-01-24 15:22
CARNE ASADA LIMITED-TIME-ONLY (LTO) OFFER ENDING SOON (U.S. and Canada)
Over the next few weeks, Carne Asada will be removed as a menu item, and restaurants will need to submit a digital menu deactivation request to permanently remove Carne Asada from all digital ordering platforms once they run out of inventory.
As a reminder, the restaurants in Sacramento, CA and Columbus, OH that are piloting Brisket have already removed Carne Asada as a menu item.
We’re bound to get contacts from guests upset we’ve removed Carne Asada from our menus. We can respond to them with the following:
Tone: Negative – RNAF
Category: Test Items/LTO > Carne Asada
Breevy: “Thank you so much for reaching out to us. Our Carne Asada was a limited time menu option and has since been removed from our stores. We're pretty bummed as well because our Carne Asada was so guac-tastic, but we're always working on new and delicious recipes for our guests so keep an eye out!”Author: Francis Borromeo
Last update: 2024-01-29 15:41
NEW GIFT CARD REFUND POS BUTTON (U.S.)
If a guest asks for a cash refund on a Chipotle gift card that has a balance less than $10, we must provide them with cash for the amount that remains on the card.
Effective tomorrow, Tuesday, January 30, a new Gift Card Refund button will be added to the POS system to easily refund a guest for their gift card balance.
This is a Chipotle Cash Handling Policy requirement and is also required by law in many states.
For those trained on gift card cases, the Gift Card: Cashback Policy - Cashing Out Gift Cards With Balances of Less Than $10 Knowledge article has been updated to reflect this new process along with instructions to provide the restaurant.
https://chipotle.lightning.force.com/lightning/r/Knowledge__kav/ka0Pa0000000gX7IAI/viewAuthor: Francis Borromeo
Last update: 2024-01-29 15:42
URGENT | Employee Brown Bag Card Issue and Next Steps
Yesterday, around 6pm EST, all Chipotle employees’ remaining Brown Bag card balances were inadvertently wiped to zero dollars due to a technical issue (note that Chipotle employees have a “Brown Bag” card that is good for $125 to use at Chipotle each month).
Given there is only one day left in the month, it’s likely most folks were down to zero dollars anyway, but some may still have had a balance. Given the number of those carrying balances is likely low, senior leadership decided not to send a proactive communication about this. However, we want to ensure that we make it right for those who did have one and are concerned that the funds are gone.
Should we receive any related inquiries, please apologize for the mishap/inconvenience and refer the employees to customerserviceteam@chipotle.com. Our FTEs will assist the employees via email.Author: Francis Borromeo
Last update: 2024-01-31 15:45
2024 W-2 Statement
It’s W-2 season once again! Please see the updated 2024 W-2 breevy below.
PLEASE NOTE: We’ve already seen several W-2 requests sent over to the RW team. This is NOT an RW issue and we can handle appropriately.
Tone: Neutral or Negative – RNAF
Category: Employment
Breevy:
Thanks for reaching out. Please see the following steps to access your 2023 W-2 electronically:
Log in to Workday at: okta.chipotle.com
User ID = Employee ID number with leading zeros (7 digits total)
Password = Existing Password
Forgot your Password? Please utilize the “forgot password” link and a temporary password will be sent to your email address on file. If you still cannot login, please email ESC@chipotle.com.
Please note that even if you have terminated your employment with Chipotle, you can still access the Self-Service Portal to retrieve your W-2 for 2 years after your employment ends. You must log into Workday at: workday.chipotle.com.
To access your W-2:
Click on the “My W-2s” icon.
Click on “My Tax Documents.”
Click “View/Print” to download your W-2.
Please note that if a box pops up that says “Your request is being processed. You can continue to wait or choose to be notified later.” Do not click “Notify me later.” Allow it to process and the document will load.
If you are in need of further assistance, please call the Employee Service Center at 877-625-1919, or reach out via email at ESC@chipotle.com. Their hours are Monday - Friday 8am - 9pm EST and Saturday - Sunday 10:30am – 7pm EST.Author: Francis Borromeo
Last update: 2024-01-31 16:29
New Category & Updated Make Right Matrix
Added the following category to Salesforce:
Food Quality > Fat/Gristle > Carnitas
Previously only Barbacoa, Chicken, and Steak were listed under Fat/Gristle
Attached is an updated MRM.
Author: Francis Borromeo
Last update: 2024-01-31 16:31
Final Days for Carne Asada $0 Delivery Fee (U.S. and CAN)
Goodbyes are hard... Grab a bite of Carne Asada before it's gone!
From Thursday, February 1st through Sunday, February 4th, we’re offering $0 delivery through our app/website with code DELIVER.
Valid in the US and CAN
Order minimum $10 ($12 CAN), order maximum $200
Not valid on BYO or BBTB catering orders
Terms & Conditions at https://www.chipotle.com/zero-dollar-deliveryAuthor: Francis Borromeo
Last update: 2024-01-31 16:31
Confirming Potential Scammer Accounts (or False Positive Potential Scammer Accounts)
Salesforce has a filter that identifies guest accounts that may have a greater likelihood of being Potential Scammers.
For example, if the guest enters the Date of Visit as 7 days or older, the case will be filtered into its own queue that does not push cases to BPO agents.
When a case is filtered into that queue, the guest’s account is automatically flagged as Do Not Send Currency, and the case is Closed – Potential Scammer.
Unfortunately, this can result in “false positives,” meaning the guest may not be a Potential Scammer but is now identified as one in the system whenever they contact Customer Care from that e-mail address.
For example, someone writing in with a receipt request for an in-store purchase a month ago will be flagged DNSC.
As the filter has been in place for some time, these “false positives” may go back months or more, such as someone who was flagged on their only previous case a year ago and that case was not reviewed.
This does not mean the DNSC flag on Salesforce cases and Flagged status in LivePerson should not be trusted but that the context of the guest’s history should be taken into account.
When reviewing the guest’s case and refund/Sparkfly history, please keep in mind:
Confirming Potential Scammer Accounts (or False Positive Potential Scammer Accounts)
Salesforce has a filter that identifies guest accounts that may have a greater likelihood of being Potential Scammers.
For example, if the guest enters the Date of Visit as 7 days or older, the case will be filtered into its own queue that does not push cases to BPO agents.
When a case is filtered into that queue, the guest’s account is automatically flagged as Do Not Send Currency, and the case is Closed – Potential Scammer.
Unfortunately, this can result in “false positives,” meaning the guest may not be a Potential Scammer but is now identified as one in the system whenever they contact Customer Care from that e-mail address.
For example, someone writing in with a receipt request for an in-store purchase a month ago will be flagged DNSC.
As the filter has been in place for some time, these “false positives” may go back months or more, such as someone who was flagged on their only previous case a year ago and that case was not reviewed.
This does not mean the DNSC flag on Salesforce cases and Flagged status in LivePerson should not be trusted but that the context of the guest’s history should be taken into account.
When reviewing the guest’s case and refund/Sparkfly history, please keep in mind:
Other Accounts and Cases tab
*******************************
A Potential Scammer may have many accounts linked to the same phone number.
These accounts may or may not already be flagged DNSC and may include additional information in the Notes column.
In this example, this is a Potential Scammer whose other accounts have been marked. The other e-mail addresses and phone numbers used are documented in Notes.
Person Account Details tab
****************************
Clicking on Account Name under Contact Details on the Salesforce case and then the Details tab may have additional information in the Description.
If the guest does not have any other linked accounts, you may see notes in the Description field explaining why this person has been flagged DNSC.
If no notes are present, it just means that an agent has not documented why the guest was flagged.
If the guest has other linked accounts, you will also see this information in the Notes column of the Other Accounts and Cases tab.
Case History
*************
In this example, the guest does not have any previous cases or any other linked accounts. They have been flagged because they entered Date of Visit as 12/12/23 but did not submit the complaint until 1/30/24.
If this guest became impatient and then reached out via live messaging or an inbound phone call before this case could be reviewed, the agent receiving the next case might be inclined to believe this guest is a Potential Scammer. This is where you should use prior Potential Scammers training, along with the Other Accounts and Cases tab and Person Account Details tab, to determine if the guest should be handled as a guest with a legitimate complaint or as a Potential Scammer.
If you believe they guest should have DNSC “unchecked,” please reach out to a TL to request a Chipotle FTE also review the account.
Author: Francis Borromeo
Last update: 2024-01-31 16:40
Canadian Brand Marketing Offers
Starting today, Thursday February 1st, there will be two offers available in Canadian restaurants for a regional marketing initiative.
Promo Code: XBMN898 – Free Chips & Side
Promo Code: CKXE8FZ – Free Entrée
Offers valid until 6/30/2024
Offers only valid at CAN restaurantsAuthor: Francis Borromeo
Last update: 2024-02-01 17:16
February Extras Calendar
It’s February already! Below you will find the link to the February Extras calendar sent to us by the Loyalty team
(Please see attached link)
The 2nd half will be added to this document in the coming week.
We were sent this calendar a bit late this month, so the 2024 Loyalty Extras/Badges document will be updated and sent out shortly 😊
Author: Francis Borromeo
Last update: 2024-02-01 17:18
Free Queso Promo (US & CAN)
From Monday, February 5th through Sunday, February 11th, guests can score free queso!
Entrée purchase required
Promo Code: QUESO24
Limit one free serving of queso per order
Regular side only, not large
Valid only through Chipotle app/website; not available in-restaurant or through 3rd party platforms
Free serving of queso can be on the entrée or added as a side
PLEASE NOTE: the serving size of queso will change depending on how the guest orders it.
Queso added to an entrée (even if it’s requested to be put on the side) = 2oz.
Queso ordered from the Chips & Sides menu = 4oz.
Please make sure agents are aware of the difference and checking how the guest ordered their queso before marking a case negatively against the restaurant/compensating the guest.
T&Cs: https://www.chipotle.com/free-quesoAuthor: Francis Borromeo
Last update: 2024-02-02 16:05
2024 Loyalty Extras/Badges
Access deniedAuthor: Francis Borromeo
Last update: 2024-02-02 16:08
2024 Loyalty Extras/Badges
Thanks for your patience! The 2024 Loyalty Extras/Badges document has been updated for Feb:
Author: Francis Borromeo
Last update: 2024-02-02 16:08
IMPORTANT UPDATE | ServiceNow Portal Moving to Okta SSO
The ServiceNow portal is moving to the Okta Single Sign On (SSO) system today, Tuesday, February 6th.
With this change, you will continue to use your 7-digit Employee ID and laptop/computer password to access ServiceNow, but the login sequence will be different.
Please note the following information and actions you need to take associated with this transition.
On your first attempt to log in to ServiceNow after this change, the initial login page will prompt you for your 7-digit Employee ID. After entering this, one of the following will occur:
If you have an active session with Okta, you will be redirected to ServiceNow and no additional action is required.
If you do not have an active session with Okta, you will be redirected to the Okta login screen as shown below to enter your 7-digit Employee ID and laptop/computer password. You will then be redirected to ServiceNow.Author: Francis Borromeo
Last update: 2024-02-06 20:18
Store #4735 - South Meridian: Complaints of Blocked Access / Unsafe Roads / "Many Accidents"
Construction for store #4735 – South Meridian has led to public complaints about changes to the traffic pattern. Some of these complaints have been received by Customer Care while others are going to the construction team and the landlord.
As this restaurant is not open yet, guests may tag #1624 – Boise Town Square as the location for their complaint. Please be sure to update your case with the correct restaurant.
If you receive a comment about this, please send the following statement:
Tone: Negative – RNAF
Category: Public Relations > Trending News
Statement: Thanks for reaching out. Your concerns about construction related to our South Meridian restaurant are being shared with the landlord. Weather is impacting construction productivity. Work is estimated to be completed by mid-April 2024, if not sooner.Author: Francis Borromeo
Last update: 2024-02-07 17:14
NEW QA Definitions / Guidelines PDF
Please see the link attached for the full guidelines.
Author: Francis Borromeo
Last update: 2024-02-07 20:57
Rewards Exchange: Free Entrée Issue
We’ve noticed a trend the past two weeks of Rewards members exchanging their points for free entrees and not receiving them.
We’re unsure if this is affecting every exchange for free entrees or if any other offers are impacted, but our Loyalty team is looking into it.
Because we’re unsure when this issue will be resolved, let’s go ahead and provide guests with a replacement offer via Salesforce.
PLEASE NOTE: Loyalty offers expire after 60 days while Salesforce offers expire after 30 days by default. Be sure agents are extending out that expiration date when replacing the offer.
Let’s also be sure we’re doing our due diligence and confirming the following before replacing the offer:
1) The points were successfully exchanged and removed from the Rewards account
2) There is no corresponding offer when checking the CCID of the Rewards account in SparkflyAuthor: Francis Borromeo
Last update: 2024-02-08 18:39
Alleged Foreign Object Cases
To help clear up confusion about which AFO cases agents should and should not work, we’ve been
working with the Incident team’s manager to create more comprehensive lists.
Care is always cleared to work the following non-injury AFO cases:
Avocado Pit/Skin/Stem
Barbacoa Bone
Carnitas Bone
Bay Leaf
Bone – Unknown
Cardboard
Cartilage
Char
Chicken Bone
Corn Husk
Dirt
Hair
Paper
Plastic Bag Corner
Plastic Fork Tine
Plastic Glove Tip
Plastic – Hard
Plastic – Soft
Plastic Wrap
Plastic – Unknown
Steak Bone
Stem
Sticker – Produce
String
Care can be temporarily cleared to work the following non-injury AFO cases:
Foil
Insect/Bug
Rock/Pebble
Rubber Band
Tape
Toothpick
Twist Tie
Wood
How do we know when we’re temporarily cleared to work these cases?
The Incidents team will always clear this with Pat first and Pat will then alert BPO leadership.
Individual agents can also tell by looking at the Case History:
Joseph Gazzerro and Nicole Kitzmann are from our Incidents team and they are typically the ones that
will filter cases we can work into our AFO queue.
Care is never cleared to work an AFO case that involves an alleged injury or illness.
If an agent comes across an AFO that isn’t on the lists above and doesn’t involve an alleged injury/illness,
please create an SSR case or our Incidents team to review.
We are also working on future case and support category enhancements to help clear up confusion on
which AFOs Care should be working – stay tuned on those!
Author: Francis Borromeo
Last update: 2024-02-08 22:52
Text-2-Win BOGO: Minnesota Wild vs Pittsburgh Penguins
Today, Friday February 9th, we’re giving away BOGO offers at the Minnesota Wild home hockey game.
Guests will see the keyword (MSP9898) displayed on the jumbotron at the game.
The first 2,500 to text the keyword to 888222 will receive a code for one BOGO offer that expires on 5/1/24.
As with all text-2-win promos, please ask guests for a screenshot of the texts they received so our FTE team can verify if they were actually a winner or not.
And as a reminder, our Loyalty team has put together a shared google doc that tracks all upcoming text-2-win campaigns:
Author: Francis Borromeo
Last update: 2024-02-09 16:00
BRAISED BEEF BARBACOA MARKETING CAMPAIGN (U.S. and Canada)
Between Monday, February 12th – Thursday, February 29th we’re letting our guests in on one of our best kept secrets, our Beef Barbacoa.
During this timeframe, we will advertise the current Barbacoa we offer as “Braised Beef Barbacoa” through in-restaurant marketing materials and paid media.
PLEASE NOTE: We are not changing anything about the Barbacoa we already serve – the purpose of this campaign is to bring our Barbacoa to the forefront and better advertise it.
We anticipate guests asking if we’ve changed the recipe, so be sure to tag the category Marketing/Promotions > National Promotions and let them know nothing about our Barbacoa has changed.
Select restaurants that are included in the Smoked Brisket pilot (Sacramento, CA and Columbus, OH) will not be participating in this campaign.Author: Francis Borromeo
Last update: 2024-02-09 16:01
UPDATE: New Restaurant Opening (NRO) Rewards Issues
The technical issue at 25 NROs (1.23.24 Pre-Read) where in-restaurant scans and retro credit were not working has been fixed.
We may see some guests still contacting us before the fix was made at the end of last week, so we should still treat orders before 2/9/24 as we were with manual point additions when provided proof of purchase.
Current list of affected locations:
2629 – Martinsburg
3995 – 395 and Palmdale II
4026 – Warrenton OR II
4208 – High Point South Main St
4225 – Vine&Bass Kissimmee
4246 – Minneola FL
4386 – 249 & Antoine
4387 – Poulsbo - WA
4451 – Flowood
4463 – West Bend
4482 – Fleetwood Village
4512 – U City
4557 – Bolingbrook R
4561 – Olive Branch
4562 – Broadway & Craycroft
4565 – Walla Walla
4587 – Tigard Town Square
4623 – Madison MS
4638 – Park City – UT
4643 – Brownsville
4644 – York University
4660 – North Branch
4681 – Hammer & West
4733 – Leaside
4827 - CaldwellAuthor: Francis Borromeo
Last update: 2024-02-13 17:28
Be My Chipotle Loyalty Extra
It’s Valentine’s Day and to celebrate, we’re offering US and CAN Rewards members a special Extra.
Rewards members who order a large chips and guac or a large chips and queso today will earn 50 extra points and a Be My Chipotle badge.
Maximum 1 eligible transaction during campaign period.Author: Francis Borromeo
Last update: 2024-02-14 15:23
Access deniedAuthor: Francis Borromeo
Last update: 2024-02-14 16:34
Access deniedAuthor: Francis Borromeo
Last update: 2024-02-15 15:54
New Knowledge Base Article: Bag Fees
What are bag fees?
In some jurisdictions, and in some cases state-wide, retailers are required by law to charge a fee for any plastic or paper bags and even disposable cups in an effort to reduce pollution.
The bag fee on the POS is not automatic or compulsory. When the cashier selects a “to go” option to tender the order, a prompt is displayed asking if a bag is needed. They have the option to select 1 bag, multiple bags, or no bags. In the case where a customer brings their own, or otherwise doesn’t want a bag, the cashier would simply select the “No Bags” option, and no extra fee will be added to the order.
Attached you'll find a comprehensive list of which Chipotle restaurants charge a bag/cup fee, how much is charged, and when the fee was put into place.
This list was last updated and sent over by the Sales Tax team on 2/1/2024.
Author: Francis Borromeo
Last update: 2024-02-14 16:36
Catering-W-9-IRS-Info
Our W-9 forms have been updated for 2024 and attached to the following KB article:
https://chipotle.lightning.force.com/lightning/r/Knowledge__kav/ka0Pa0000000wbtIAA/view
Please be sure agents are sending the updated forms and deleting any old W-9 forms they may have saved.
The W-9’s are attached as well as a list of which applies for each state.
There are two W9 forms (INC and LLC) - make sure you use the entities list to figure out which one is correct before sending a form to the guest.
Entities:
AL: LLC
AZ: INC
AR: LLC
CA: INC
CO: INC
CT: LLC
DE: LLC
DC: LLC
FL: LLC
GA: LLC
ID: INC
IL: INC
IN: LLC
IA: LLC
KS: INC
KY: LLC
LA: LLC
ME: LLC
MD: LLC
MA: LLC
MI: LLC
MN: LLC
MS: LLC
MO: LLC
MT: INC
NE: INC
NV: INC
NH: LLC
NJ: LLC
NM: LLC
NY: LLC
NC: LLC
ND: INC
OH: LLC
OK: LLC
OR: INC
PA: LLC
RI: LLC
SC: LLC
SD: INC
TN: LLC
TX: LLC
UT: LLC
VT: LLC
VA: LLC
WA: INC
WV: LLC
WI: LLC
WY: INC
HI: INC
AK: INC
https://drive.google.com/file/d/1X5NOi6GfDqsj9mHNhuqm3HBYTzd2lOOR/view?usp=sharing
https://drive.google.com/file/d/1Zffd_5E5P0NLRkIuArzhOcV10j5ZTNuc/view?usp=sharingAuthor: Francis Borromeo
Last update: 2024-02-15 15:54
Updated Rewards Materials
The category Rewards Issues > Point Inquiry < 24 Hours has officially been updated in both Salesforce and the chat SF Widget!
Attached you will also find the updated Rewards training materials.
Author: Francis Borromeo
Last update: 2024-02-19 15:57
Updated MRM 2.16.24
Attached you will also find the updated MRM
Author: Francis Borromeo
Last update: 2024-02-19 15:57
Updated Check Request > $100 Process
When submitting check requests in an amount greater than $100, we always need to send over proof of purchase.
Moving forward, please send this documentation to Joe Gazzerro (jgazzerro@chipotle.com).
***Rick Hall, who we previous would include in these requests, is no longer with the company and you will receive a bounced email when trying to send it to him.Author: Francis Borromeo
Last update: 2024-02-21 17:00
Updated Process: Online Refunds, Instore Refunds, and Check Requests
Online Order Refunds (using OOM)
These orders were placed online and can be located in Online Order Manager
You can find the order by searching the guest’s email address in OOM
You will fully process the refund through OOM (if the issues described by the guest qualify for one based on the Make Right Matrix)
Remember to document the amount you refunded in the “Refund Amount” box
Remember to copy and paste the refund details from OOM into the “Additional Description”
Inform the guest that their refund has been processed and for how much
Close the case
In-Store Refunds (refund using Self Service Portal)
These orders were placed in-store using a debit or credit card
Guests have two options:
Go back to the store with their receipt for the refund
Have Customer Care process a refund
We need the following to process refunds for these orders (if the issues described by the guest qualify for a refund based on the Make Right Matrix):
Store address or number:
Charge date:
Charge amount:
Refund amount:
Last four digits of the card:
Card expiration date:
Once you have this information, you will submit a request for a refund in Self Service Portal
Add the RITM number to the “Additional Description” box
Mark the case as “Awaiting Internal Response”
You’ll need to check your Chipotle email address in Outlook daily for confirmation the refund has been processed.
Once you receive an email from ServiceNow confirming the refund has been processed, inform the guest that their refund has been processed and for how much
Close the case
Refund by sending a Check Request (U.S. Orders)
If a guest has placed an in-store order that they paid for in cash and the issues described by the guest would qualify for a refund based on the Make Right Matrix, we would process a Check Request
Note: very rarely we will process a Check Request for a different order type that cannot be refunded the usual route due to an error or unique issue. Please reach out to a TL or FTE if you think an order like this may need refunded via Check Request
Information Needed:
Email Address:
Mobile Phone Number:
Refund Amount:
Full Name (or business name):
Address [for check to be sent (No P.O. Boxes)]:
Refund Request sheet:
https://chipotlemexicangrill-my.sharepoint.com/:x:/g/personal/r_hall_chipotle_com/EUFOkAhNNq9AhgzH69OIF1oBkN0FMvLylnVlJvVyLVlmjQ?e=MkpJeG
1. Entity Type (I or B): individual or business
2. Email Address = guest’s or business’s email address
3. Individual or Business Name = guest’s fist and last name or business’s name
4. Shared Wallet = Leave blank
5. Mailing Address Line 1 = street number and name
6. Mailing Address Line 2 = Apt, unit, suite, etc.
7. City = City name
8. State/Province = State or province abbreviation
9. Zip/Postal Code = Zip code
10. Country = Abbreviation for Country (US)
11. First Name = First name of the guest
12. Last Name = Last name of the guest
13. Mobile Phone Number = Guest's phone number
14. Amount = Amount to be refunded
15. Invoice Date = Date of entry (today's date) ex: 01.31.2023
16. Invoice Number (see key) = Invoice number with today's date (427901/MMDDYY): 427901/013123
17. Memo (see key) = Reason for request (Refund)
18. Check PO Number: Leave blank
19. Case Owner: Agent's first and last name
20. Case Number: Salesforce Case Number
This information is sent to Corp Ap each day (Mon-Fri) around 3 p.m. to 4 p.m. EST. Once Corp Ap receives it, they begin processing the information to JP Morgan Chase.
Once completed, you can send the following breevy to the guest:
"Our refund method is now processed through JP Morgan Chase. You should receive a notification either by text or email within the next 1-3 business days with information on receiving your funds. You will have the option to either receive a direct deposit into your existing bank account or receive a check by mail. If you have any issues and you do not receive this refund, please contact JP Morgan at 855-267-0428."
The guest must register the first time they use the program no matter which bank they use. It’s possible they are already registered from receiving funds from someone other than Chipotle. Some banks are in the Zelle network and will receive payments faster than those that aren’t
The guest has the option through JPMC to register their account or choose to receive a live check
If the guest has any questions regarding their refund, refer the guest to JPMC’s Customer Service at 1-855-267-0428
Proof of Purchase/Documentation
The above $100.00 refund process will still need to be followed by submitting a request in the agent's Salesforce case if the refund amount is over $100.00 (refer to the KB "Refund Approval Request Process for Agents"). Once approved, you can fill out the Guest Refund Request sheet. It’s important to email Joseph Gazzerro jgazzerro@chipotle.com any receipts or documentation for proof of purchase much like you sent to Corp Ap. Please save the attachment “Case Number – Last Name” and use the same for the subject line of your email. For example: 3077251 – Ells More Info
Refund by sending a Check Request (Canadian Orders)
Please see the attached form titled "CANCheckRequestUpdatedForm" and fill out:
Refund Amount:
Payee (guest's name)
Address (No P.O. Boxes):
Phone Number (of guest):
Today's Date:
Date Needed: ASAP
Site ID # (restaurant number):
Site Name (restaurant name):
Account Name (XXXX.6499, with the XXXX being the store number):
Note: If there is no store number then it is coded to 7921.6499
Reason for Request:
Special Instructions (send via FedEx if escalated concern):
Requested By (your name):
Once the form is filled out and saved, send to:
corpap@chipotle.com
internationalinvoices@chipotle.com
vendormaintenance@chipotle.com
CC Pat (patrick.miller@chipotle.com), Kayla (kterry@chipotle.com), and Marisa (mmann@chipotle.com)
When sent, Patrick will have to reply with his approval before the check request can be processed
Sometime after the approval is given, you'll receive an email back from Corp AP/International Invoices letting you know the request has been received/processed.
CAN check requests will only be sent via USPS unless a FedEx is requested in the "Special Instructions" section on the form.
Sending via FedEx is no longer the default and should only be used in very unique circumstances.
Author: Francis Borromeo
Last update: 2024-02-21 17:02
Statement: Service Fee Update (New York, NY & Seattle, WA)
Currently, Seattle, Washington and New York, New York are updating their minimum wage requirements for all delivery partners.
Due to these minimum requirements, additional fees are being passed to Chipotle from Doordash.
In order to maintain a margin-neutral stance, starting on 2/16, restaurants in the Seattle, WA and New York, NY areas will have increased service fees (see attached file).
We anticipate receiving complaints from guests in these areas regarding the higher service fees. Agents can respond with the following statement:
Tone: Negative – RNAF
Category: Delivery Order Issues > Value
Statement: “To account for regulatory changes in Seattle and New York City, increased service fees have been established for delivery orders placed on the Chipotle app and Chipotle.com.”
PLEASE NOTE: Be sure agents understand this only applies to orders placed at the attached restaurants in Seattle and New York.
Author: Francis Borromeo
Last update: 2024-02-21 17:03
Statement: Reddit Post Alleging Disciplinary Action for Misgendering
A Reddit post has gained traction on our social channels where a user claims to have received disciplinary action for misgendering a co-worker.
While most of the chatter about this is happening on our social channels, we’ve begun to see comments trickle in to Customer Care. Please refer to the instructions below on how to handle.
Email Contacts
We will not be engaging.
Tone: Negative – RNAF
Category: Public Relations > Trending News
Close case as Closed – No Chipotle Reply
Chat Contacts
Send the below statement, do not engage further, and immediately close the chat.
“Thank you for reaching out. We are investigating this matter to determine if this disciplinary claim is fake.”
Tone: Negative – RNAF
Category: Public Relations > Trending News
Close case as Closed – Messenger
Phone Contacts
Provide the guest with the following statement, do not engage further or let the guest rant, and immediately end the call.
“Thank you for providing this feedback. We are investigating this matter to determine if this disciplinary claim is fake. In the meantime, we will not be commenting on this further and will be ending the call.”
Tone: Negative – RNAF
Category: Public Relations > Trending News
Close case as Closed – Call Inbound
Examples of comments pertaining to this Reddit post that Customer Care has already received:
“Go woke go broke! I’ve been a customer for twenty years. Good luck! Have a Bud Light to celebrate!!”
“I wont eat at your restaurant again. You can keep yo9ur woke crap to yourself. I wish I could hire the kid that tried to do a good job and called someone “Bro.””
“Did an employee receive a warning for not using another employee’s preferred pronouns?”
If you’re unsure if a comment made by a guest is referring to this incident, please reach out in Webex for assistance.Author: Francis Borromeo
Last update: 2024-02-21 17:04
Leap Day Free Guac Promo (US & CAN)
To celebrate the extra day of the year, we’re giving out free guac on 2/29 and giving 29 people the chance to win free guac for a year!
2/26-2/28: Social Scavenger Hunt for free guac for a year
We’re hiding text to win codes in our previously posted IG content for fans to find
We’ll announce on 2/26 and provide some clues to help fans find the code
When they find the code, they need to text it to 888222.
If they are the 366th person to text the code to us, they will win free guac for a year
They’ll receive a text back either way letting them know if they won or if they didn’t
We’ll post an IG story letting everyone know when the codes for that day are gone
2/26 (10 codes), 2/27 (10 codes), 2/28 (9 codes)
2/29: Free Guac
Order a full-priced entrée and receive a small side or entrée topping of guac for free using the code EXTRA24
Chipotle app/website only
Limit one free serving per order
T&Cs: https://www.chipotle.com/free-guacAuthor: Francis Borromeo
Last update: 2024-02-23 17:18
CHICKEN AL PASTOR IS LAUNCHING MARCH 12 (U.S. and Canada)
Our fan-favorite, Chicken al Pastor, is making it’s national return in the US and Canada on March 12th!
Stay tuned for additional information soon.Author: Francis Borromeo
Last update: 2024-02-26 15:33
March Extras Calendar
Below you will find the link to the March Extras calendar sent to us by the Loyalty team:
https://docs.google.com/spreadsheets/d/1UIjVUI1sWi6d00nncakN6TwCoPwINZUVOnXDOYCRqgY/edit?usp=sharing
***The second half will be added to this document in the coming week.
Below you will find the link to the 2024 Loyalty Extras/Badges document which is a bit easier to digest at a glance:
https://docs.google.com/spreadsheets/d/1Hk_jEej8KmsiLR_vHlxtHxjvVSkVICscYjUi7_kZGkE/edit?usp=sharing
Reminder: If there is ever a discrepancy between this document and the Extras Calendar from the Loyalty team, please refer to the latter and let Marisa know so this document can be updated.Author: Francis Borromeo
Last update: 2024-02-29 17:31
CHICKEN AL PASTOR LAUNCHES NEXT WEEK (U.S. and Canada)
Chicken al Pastor is making it’s national return in the US and Canada on Tuesday, March 12th!
It starts with our signature Adobo chicken, grilled fresh and mixed in a delicious blend of Ancho and Morita chiles, garlic, cumin, and a splash of citrus from pineapple and lime. It’s the perfect blend of flavor and heat to delight our guests with.
Don’t worry, this mouth-watering new chicken option won’t be replacing our current chicken. It will be another awesome protein choice for our guests!
We’ve attached the Nutritional Information and Ingredients List for Chicken al Pastor (these have not changed from the prior launch of Chicken al Pastor in March of 2023).
NOTE: Please do not send the attachment itself to guests who ask for the nutritional information. Instead, type out what specific nutritional information they are looking for.
If you receive a comment about this menu item, please use the category “Test Items/LTO > Chicken al Pastor” as well as any applicable “Food Quality > Chicken” category.
For example: If you receive a comment that says ‘I tried the new chicken al pastor and it was burnt.’
Tone: Negative
Categories: Test Items/LTO > Chicken al Pastor, Food Quality > Overcooked/Burnt > Chicken
Author: Francis Borromeo
Last update: 2024-03-08 18:38
TODAY: Five9 Maintenance
As part of our ongoing commitment to platform availability, we will conduct geographic redundancy testing and infrastructure maintenance the weekend of Friday, March 8th starting at 7pm PST / 10pm EST.
How this will affect your Five9 service:
Once maintenance begins, we will move your domain to the US East (Atlanta) data center with a 30-minute timer, meaning agents will have up to 30 minutes to wrap up calls before those calls are dropped. After the timer expires, all users will experience a short disconnection from the server, but will reconnect automatically.
Your domain will remain in the US East (Atlanta) data center until 7pm PST / 10pm EST on Sunday, March 10th. At that time, we will move domains back to US West (Santa Clara) again with a 30-minute timer.Author: Francis Borromeo
Last update: 2024-03-08 18:38
CHICKEN AL PASTOR $0 DELIVERY FEE PROMO (U.S. and Canada)
To support the return of Chicken al Pastor, we’re offering guests a $0 delivery fee promotion on all CaP orders placed on our app, Chipotle.com, and Chipotle.ca starting March 14 – Sunday, March 24.
All guests will receive a $0 delivery fee on orders that include the purchase of a CaP entrée – no promo code needed.
This promotion requires a $10 minimum purchase or more ($12 or more in Canada).
This promotion is not valid on catering orders, Burritos by the Box or on orders placed through third-party ordering platforms.Author: Francis Borromeo
Last update: 2024-03-12 15:03
Update: Chipotle Goods Vouchers
As many of you may have noticed, we’ve seen an increased number of guests encountering issues with redeeming and using Chipotle Goods vouchers from our Rewards Exchange.
This issue was brought to the attention of our Loyalty team (thanks Mark!) and the decision was made to remove the Chipotle Goods voucher options from our Rewards Exchange.
For guests who previously exchanged their points for a code that never arrived/isn’t working, please provide those points back to them.
For guests who ask why the vouchers aren’t options in the Rewards Exchange anymore, please apologize for the disappointment and advise them to check back for cool new Rewards Exchange offers in the future.Author: Francis Borromeo
Last update: 2024-03-14 16:29
REMINDER: Block Wars (Minecraft) Promo 3/30
• With our history of successful partnerships across the Minecraft community, Chipotle has become a highly loved brand with the audience and we're continuing our streak by taking over one of Minecraft's biggest content creator competitions - Block Wars.
o Block Wars invites top content creators to play in a series of 8-9 custom Minecraft mini games (think Mario Party in Minecraft) that challenge their gameplay and creativity.
Since the creators are invited for their cultural relevancy, the competition is relaxed and entertainment-oriented, rather than competitive like an esports event.
Block Wars started small but grew organically and is expected to reach at least 10-15K concurrent viewers during this month's competition.
o "Order Up" is the mini game that will be Chipotle-themed during this month's competition!
This is a team-based communication and resource gathering game. Players will compete against other teams to deliver as many food orders to hungry customers as possible.
o In addition to the branded experience, we're dropping the following codes:
(3) Text2Win codes of 5,000 Chicken al Pastor entrees through text announcements on livestreams.
(10) Text2Win codes of 500 Chicken al Pastor entrees through hidden Chipotle Bag "Easter Eggs" that will appear randomly for players during the minigames.
• Players will pick up these Chipotle bags in-game and the code with text instructions will appear on their screen for their audiences.
While it is possible for guests viewing the livestreams to redeem multiple codes, it is highly unlikely that any particular guest would be able to redeem a mass quantity of codes as there are 30+ content creators livestreaming and participating in this competition.
• Most guests will only be watching 1-2 livestreams at most, and the 500 entree Chipotle Bag "Easter Eggs" will only appear on the livestream of a single content creator that grabs the bag in-game.
• Additionally, given our previous experiences and the anticipated 15,000 to 20,000 viewers of this event, many of these entree codes are likely to go within less than a minute, making it even more challenging for any specific customer to claim more than a couple codes at maximum as the codes will likely be exhausted before they're able to be shared online.
o Because these free entrees are expected to run out so quickly, we anticipate guests being upset they didn’t receive one even after texting the code within minutes. We can respond to those with the following:
Tone: Negative – RNAF
Category: Marketing Promotions > National Promotions
Snippet: Thank you for reaching out. We apologize for any disappointment regarding the free entrees given away during Block Wars. This promotion is only valid until supplies last, and all for this code have been redeemed/claimed. Don’t worry though, we offer plenty of opportunities for our fans to score free Chipotle! If you would like to hear about official offers and other Chipotle related news, there are lots of ways you can keep up. If you have an online ordering account with us, you can go into your preferences to opt into SMS or email alerts. You can also keep an eye on our official social media accounts at https://www.facebook.com/chipotle, @chipotletweets on Twitter, or @Chipotle on Instagram. And last, but certainly not least, don't forget you can earn free Chipotle by signing up for our Rewards program here: https://www.chipotle.com/rewards. Thanks again for being a fan and we hope to have you back again soon!
• This snippet has been added to the Statements group!
• All free entrée codes will have an expiration date of 4/30/24.
o We will not be replacing these free entrée codes if expired.
o As with all text-2-win promos, please ask guests for a screenshot of the texts they received so our FTE team can verify if they were actually a winner or not.
Author: Francis Borromeo
Last update: 2024-03-28 16:47
LivePerson: Salesforce Widget Updates
The following updates to the SF Widget went live last night:
REMOVED: Free Catering-for-20 offer
ADDED: Free Drink offerAuthor: Francis Borromeo
Last update: 2024-03-28 16:48
California Price Increase 4/2
On Tuesday, April 2nd we are going live with a price increase for all California restaurants (approximately 485).
New menu panels and sneeze guard clings have already been sent out to these restaurants in preparation of the 4/2 go-live date.
As with previous price increases, we do expect to hear from guests that are upset with this change. We can respond to those inquiries with the following:
Tone: Negative – RNAF
Category: Menu Items > Price Increase
Statement: “Thanks for taking the time to share your thoughts with us. I’m sorry that the recent price increase comes as a disappointment to you. Our Food With Integrity mission means that that we're committed to searching for the best quality ingredients from the best possible sources. In order to keep our mission alive, we’ve undergone a price increase. We appreciate your continued support as we work to make wholesome, delicious food accessible to everyone.”
This snippet will be added to the Statements group in Text Expander the morning of 4/2.
We should also expect to see an increase in catering complaints.
Any order placed prior to 4/2 with a pickup date on or after 4/2 will initially show prices pre-increase. Any modifications to these orders after 4/2 will automatically update and charge the guest for the increased price, even though the order was placed before the new prices went into effect.
Our catering team at 1-800-Chipotle has been directed to send these complaints to Customer Care so that we can refund the difference.
Again, this only applies to catering orders placed at a California restaurant prior to 4/2.Author: Francis Borromeo
Last update: 2024-03-29 15:41
Extras Badges Display Issue
Rewards members are currently only able to see 50 Extras badges on their accounts.
Other Rewards members with less than 50 Extras badges may have frequent activity that has caused their Activity Ledger in CrowdTwist to divide into two or more pages.
Only Extras badges documented on the first page of the Activity Ledger will currently be seen on the app.
Our Rewards team is aware of this, and we still have records of all Extras badges that guests have earned even if they are not all visible to customers.
Should you receive a contact from a guest experiencing this issue, we can respond with the following:
Tone: Negative – RNAF
Category: Rewards Issues > Extras Questions/Issues
Snippet: Thanks for bringing this issue to our attention. I’m sorry you’re not currently seeing all of the Extras badges that you have earned. Our Rewards team is aware of the issue. We have a record of all of your earned badges, and we appreciate your patience while we work to get this issue corrected.
This snippet has been added to the Rewards group in Text Expander.
Author: Francis Borromeo
Last update: 2024-03-29 15:44
National Burrito Day 4/4
National Burrito Day is this Thursday, April 4th!
In addition to free delivery, we’ve got a fun puzzle game for guests to win BOGOs as well as a chance to win free burritos for a year.
A full outline of this promo will be included in Monday’s Pre-Read with an NBD Snippet Group to follow.Author: Francis Borromeo
Last update: 2024-03-29 15:44
National Burrito Day: Burrito Bank and Free Delivery Promo
National Burrito Day is this Thursday, April 4th and we’ve got some exciting plans to celebrate!
Burrito Bank (4/2 & 4/3) US Only
In anticipation of NBD on 4/4, we’re giving our fans the opportunity to score BOGOs and enter for a chance to win free burritos for a year (FBFY)!
The Burrito Bank site (www.unlockburritoday.com) will open at 12pm PST/3pm EST each day on Tuesday 4/2 and Wednesday 4/3.
Players will need to assemble a Chipotle burrito in an attempt to guess the correct predetermined combination of ingredients.
There will be one winning combination players will try to guess on 4/2 and a different winning combination on 4/3.
Players will get 4 attempts at the combination each day the site goes live.
The first 50k players to guess the correct combination each day will be awarded a unique BOGO code via text.
This BOGO code is only valid for use on 4/4.
The BOGO code sent via text can be used online, added to an apple wallet to use in-restaurant, or added to a Rewards account for online or in-store purchases.
Each BOGO offer consists of 1 free regular menu entrée item (Burrito, Burrito Bowl, single order of Tacos or a Salad) with the purchase of 1 regular menu entrée item at regular price.
This BOGO offer cannot be used more than once or combined with any other discount, promo or offer and is not valid on Kid’s Meals or Quesadillas.
Players who guess the correct combination after the 50k BOGOs have been given away will see a screen advertising our free delivery promo (see more below).
Rewards sign-up is encouraged but not required to play or win.
Free Burritos for a Year US Only
Players of the Burrito Bank game who correctly guess the combination with their 4 attempts each day (whether they win a BOGO or not), will be automatically entered to win FBFY.
53 winners will be picked at random at a later date.
Isobel Futter will have a list of FBFY entries and the list of winners when they are chosen.
NBD Free Delivery Promo (4/4) US and CAN
To celebrate NBD, we’re offering our guests free delivery with promo code DELIVER at checkout on our app and website.
The promo code is valid on orders of $10 or more, but is not valid on catering orders, Burritos by the Box or on orders placed through third-party ordering platforms.
All guests can receive a $0 delivery fee on April 4th by using the promo code, not just Rewards members.
NOTE: Guests will still be charged tax and service fees.
Guests can use the promo code on multiple orders on April 4th.
Additionally, 4/4 is the only day the BOGOs won from the Burrito Bank game on 4/2 and 4/3 can be used.
We’re working on creating an NBD Snippet group for agents to use to field questions about these promos – stay turned for invites to be sent out soon!Author: Angel R. Acayan
Last update: 2024-04-01 18:17
April Extras Calendar
Below you will find the link to the April Extras calendar sent to us by the Loyalty team:
https://docs.google.com/spreadsheets/d/1XnLuz9Yi5y5GEDdr04rP_cR11Oh_x3fRucVPKN331-0/edit?usp=sharing
The Hockey BOGO Extra details will be added shortly.
Below you will find the link to the 2024 Loyalty Extras/Badges document which is a bit easier to digest at a glance:
https://docs.google.com/spreadsheets/d/1Hk_jEej8KmsiLR_vHlxtHxjvVSkVICscYjUi7_kZGkE/edit?usp=sharing
Reminder: If there is ever a discrepancy between this document and the Extras Calendar from the Loyalty team, please refer to the latter and let Marisa know so this document can be updated.Author: Francis Borromeo
Last update: 2024-04-02 17:56
When to Use the FO – Rock/Pebble SSR category
Friendly reminder that the FO – Rock/Pebble SSR category should only be used when a guest claims they actually found a rock/pebble in their food.
We’ve seen several examples where a guest will say something like, “the rice was mushy and given in big pieces like rocks,” or “My food was hard as a rock.”
There are examples where a guest is comparing their food to a rock, not saying they actually found a rock in their food. These are not foreign object cases and we can handle as normal!Author: Francis Borromeo
Last update: 2024-04-02 17:58
TODAY Chipotle Challenger Series: TEKKEN 8
This year’s Chipotle Challenger Series event features TEKKEN 8, and will be hosted in partnership with PlayStation Tournaments directly on PS5 consoles.
In addition to the tournament (more info to come in future Pre-Reads), we’re offering our guests several ways to earn TEKKEN Coins, enter sweepstakes, and earn a TEKKEN-themed Extras Badge!
TEKKEN Coins (in-game currency)
The first part of the TEKKEN 8 x Chipotle collaboration begins on Monday, April 8th!
Guests can earn 500 TEKKEN Coins every time they order any regular-priced entrée in the Chipotle app/website (US Only) with the code EWGF623.
Guests can also exchange 250 of their Rewards points for 500 TEKKEN Coins within our Rewards Exchange.
Visit www.chipotle.com/TEKKEN8 for more information
Please note: Until 8/31 or until codes run out (whichever comes first), there will be no limit to how many times the reusable code can be applied at checkout or how many times guests can exchange rewards points for TEKKEN coins.
TEKKEN 8 Battle Bowl
We will have a TEKKEN 8 Battle Bowl PCE (pre-configured entrée) available for guests to order via our app/website.
Bowl ingredients include: Chicken, White Rice, Black Beans, Fresh Tomato Salsa, Roasted Chili-Corn Salsa, Fajita Veggies, Cheese, and Guacamole.
NOTE: Like with any PCE (i.e. lifestyle bowls), if a guest makes any modification, it will no longer be a TEKKEN 8 Battle Bowl.
Guests can enter for a chance to win a Premium Collector’s Edition of TEKKEN 8 signed by @Harada_Tekken by purchasing the TEKKEN 8 Battle Bowl
Official Sweepstakes Rules: http://chipotle.com/battle-bowl
TEKKEN 8 Extras Badge
Guests can earn a badge by completing any of the 3 below actions between 4/8 and 4/30:
Order Tekken 8 Battle Bowl PCE (pre-configured entree)
Redeem for 500 Tekken coins in the Rewards Exchange
Use promo code EWGF623 to earn 500 Tekken coins
There are additional pieces to this Challengers Series that don’t start until later this month – we’ll keep everyone posted on those details soon!
Author: Caren Luzano
Last update: 2024-04-08 18:35
Rewards Update: Restoring Expired Points
Traditionally when guests reach out regarding their expired points, we ask them to make a Rewards-qualifying purchase before we can restore those points to “activate” their account once again.
We discovered yesterday that this is no longer the case!
Moving forward, agents no longer need to request that a Rewards member make a purchase before we restore the points. This should improve both guest satisfaction and our handle times.
When restoring expired points, make sure agents are adding them manually and not using the “restore points” button in CrowdTwist (see below).
Adding points manually will reset the expiration clock, but using the “restore points” button does not.
We’ll update and distribute the Rewards training guide shortly.
Huge kudz to Mark for ironing out these details with our Loyalty team!Author: Caren Luzano
Last update: 2024-04-11 16:26
New TSV Snippet
Access deniedAuthor: Caren Luzano
Last update: 2024-04-25 20:13
Adobo Ranch: Ops Shakedown 4/23
We have a new menu item, Adobo Ranch, beginning the first stage of rollout on Tuesday, April 23rd.
Chipotle’s Adobo Ranch is a delicious new dip with a kick that’s made fresh daily in our restaurant, just like our vinaigrette. It goes great with any Chipotle order!
Ingredients: Citrus Juice, Adobo, Ranch Seasoning, Sour Cream
Nutritional info is attached. As always, never send the entire attachment to a guest.
During Ops Shakedown (OSD), Adobo Ranch will be available at 8 restaurants in Los Angeles, CA (see attached list) both in-store and digitally for $0.75.
This new item will be marketed as a side and portioned out at 2 ounces in the same clear, plastic cups our vinaigrette comes in.Author: Caren Luzano
Last update: 2024-04-17 16:18
Hockey BOGO 4/22 (US & CAN) / Chipotle Challenger Series: TEKKEN 8 Tournament
Access deniedAuthor: Caren Luzano
Last update: 2024-04-25 20:11
Updated Donation Snippet
We’ve made an update to our Donation Link snippet in the Starter Library snippet group:
“Thanks for reaching out in regard to a donation! Our application is officially open for raffle and silent auction donations for 2024. We do ask that your event is 4 weeks out from the date of the application. Feel free to submit that application here: https://donations.community.chipotle.com/disclaimer
In the meantime, we are committed to supporting the community by hosting in-restaurant fundraisers. Our fundraising program is a very impactful way to raise money for your cause. To get more information and apply for a fundraiser, please click here: https://community.chipotle.com/
We look forward to supporting your group and thank you again for being a fan!”
Kudz to Brandon for getting us this updated information!
Author: Caren Luzano
Last update: 2024-04-22 21:07
Update: Hockey BOGO
Access deniedAuthor: Caren Luzano
Last update: 2024-04-25 18:50
Cinco de Mayo $0 Delivery Fee Promo 5/1 – 5/5 (US and CAN)
Guests can receive a $0 delivery fee from Wednesday, May 1st - Sunday, May 5th when they add the reusable promo code "CINCO24" at checkout on our app, Chipotle.com, and Chipotle.ca.
NOTE: Guests will still be charged tax and service fees and can use the promo code on multiple digital orders from May 1st - May 5th.
The promo code is valid on orders with a minimum purchase amount of $10 ($12 in Canada) and a maximum purchase amount of $200.
The promo code is not valid on in-restaurant orders, catering orders, Burritos by the Box or on orders placed through third-party ordering platforms.Author: Caren Luzano
Last update: 2024-04-24 16:22
Pit Stop Text-2-Win Promo 5/5
This Sunday, May 5th, we’re running a text-2-win promotion during the Haas F1 race in Miami, FL.
During this Grand Prix, we’ll give away a total of 10,000 free chips and guac offers.
For the first pit stop of each Haas driver (Nico Hulkenberg & Kevin Magnussen), the Haas F1 team will tweet out a keyword for fans to text to 888-222.
The first 5,000 guests to text each keyword will receive a unique code for free chips and guac.
Each code will expire on June 5, 2024 and we will not be replacing if expired.
As with any Text-2-Win promotion, please be sure to get screenshots of the guest’s text messages to 888-222 before requesting assistance via Webex.Author: Caren Luzano
Last update: 2024-04-29 16:17
Healthcare Heroes Promo 5/6 – 5/10
Nurses week is fast approaching and to celebrate, we’re giving away 100k free entrees to our Heathcare Heroes!
On Monday May 6th Chipotle will launch a microsite, healthcare.chipotle.com, where healthcare employees can enter to win a digital free entree by submitting their first and last name, as well as email.
On Friday, May 10th the submission period will end for entries on the microsite.
The following Monday, May 13th, we will start to notify winners. Chipotle will randomly select 100K from the submissions to email with a unique link directing them to verify their healthcare employment status.
Participants will have set time period (TBD) to complete this process. If they have not completed the verification in that time period, we will move on to the next winner.
Those who successfully verify their healthcare employment status will receive a digital free entrée.Author: Caren Luzano
Last update: 2024-04-29 16:18
Graduation Gift Card Promo 5/9
It’s graduation season which means it’s time for our annual graduation gift card promotion!
From Thursday, May 9th through Monday, May 13th (or until supplies lasts) the first 10,000 people to purchase at least $40 in digital Graduation-themed gift cards from our website will receive a free BOGO offer.
Full terms and legal information available at: www.chipotle.com/bogoAuthor: Caren Luzano
Last update: 2024-05-07 16:15
REFRESHER: Stem/Sticker/Leaf Cases
Reminder that guests may frequently see the following items in their meals, but they are not foreign objects:
Avocado Skin
Avocado Pit
Avocado Stem (small, brown “knob” found at the top of avocados)
Produce Stickers
Bay Leaf (commonly referred to by guests as an “outside leaf”)
Yes, there is an FO – Bay Leaf SSR category, but we should only be using this category and sending it over to our Incidents team if the guest was injured by it.
We also have a Bay Leaf snippet (.bayleaf) in the Starter Library group that agents can use for these scenarios.
Let’s make sure we’re reminding agents that any comment regarding the objects listed above are not to be handled as foreign object cases.
Instead they should be using the Food Quality > Stem/Sticker category and handling per the Make Right Matrix.Author: Caren Luzano
Last update: 2024-05-23 17:45
New Limited Time Offer (LTO): Chipotle Honey Chicken
Anotha one! Introducing our newest LTO, Chipotle Honey Chicken (CHC).
This new offering provides guests with a new flavor of Chicken marinated with Chipotle peppers and a touch of honey.
“Chipotle heat with a touch of sweet” if you will.
Ingredients: Chicken, Water, Brown Sugar, Honey, Apple Powder, Vinegar, Apple Juice Concentrate, Chipotle Chile Peppers, Vinegar, Sunflower Oil, Dried Morita Pepper, Cornstarch, Chili Pepper, Salt, Apple Cider Vinegar, Garlic, Ground Paprika, Dehydrated Garlic, Dehydrated Onion, Ground Cumin, Ground Cinnamon, Red Chili Pepper Flakes, Ground Oregano, Black Pepper, Canola Oil.
Nutritional info is attached. As always, never send the entire attachment to a guest.
CHC will be entering into the first step of launch, called “Ops Shakedown,” from 6/4 through 6/30 at the following 18 restaurants in California:
758, 913, 1084, 1996, 1945, 2095, 2238, 2220, 2461, 2399, 2985, 3793, 207, 1247, 1790, 1771, 2083, 2321
CHC will be sold at a +$0.50 premium to Adobo Chicken.
A knowledge article will be created shortly with info on CHC for ease of access for agents.
Chipotle Honey Chicken will also be added to the Test Items/LTO category in Salesforce prior to launch.Author: Caren Luzano
Last update: 2024-05-28 15:58
Mini Tabasco X Chipotle Canada
All DML orders in Chipotle Canada will receive a mini Tabasco in their order during the month of June, while supplies last.
This is only for locations in Canada.
This is only for orders placed online/in app.
Each digital order will receive 1 mini Tabasco per entrée.
An order with 3 entrées would receive 3 mini Tabascos.
We will provide Snippets for a few of the anticipated questions we may receive later this week.
Once supplies run out we will not be restocking.
Our teams will be notified once supply is gone.
Guests do not need to be a Rewards member to receive the mini Tabasco in their order.
This promotion will not be heavily marketed – there will be a pop up in app for guests in Canada.Author: Caren Luzano
Last update: 2024-05-28 15:58
Brooks Brother
Product and Training Materials
LINEN DRESSES - Product information
Author: Christian Rastrullo
Last update: 2024-02-29 23:33
Product and Training Material
LINEN DRESSES - Product information
Author: Christian Rastrullo
Last update: 2024-02-29 23:34
Brooks Brothers website?
https://www.brooksbrothers.com/
Author: Christian Rastrullo
Last update: 2024-02-29 23:39
Return Policy
https://www.brooksbrothers.com/support?a=How-do-I-initiate-a-Return---id--77DZJI6-RRSNdL5ck071Ig
Author: Christian Rastrullo
Last update: 2024-02-29 23:39
My Brooks Brothers Rewards?
https://www.brooksbrothers.com/on/demandware.store/Sites-brooksbrothers-Site/en_US/Rewards-Info
Author: Christian Rastrullo
Last update: 2024-02-29 23:40
All about gift card
Please see the link below
Author: Christian Rastrullo
Last update: 2024-02-29 23:44
Store Locator
Please see the link below
Author: Christian Rastrullo
Last update: 2024-02-29 23:45
Monogramming
Please see the link below
Author: Christian Rastrullo
Last update: 2024-02-29 23:46
ClearInsight
All-In-One Call Job Aid / Call Flow and Script
Greeting
Hello! Thank you for calling Chipotle Customer Care. My name is [representative’s first
name].Who am I speaking with?
Call Back?
Hello! This is (representative’s first name) calling back from Chipotle Customer Care.
How can I assist you?
Voicemail?
Hello this is [representative’s first name] with Chipotle Customer Care. I'm so sorry that
we missed your call. If you are still in need of assistance with an ordering experience,
please feel free to give us a call back at your earliest convenience at 1-800-CHIPOTLE
Audio Issue?
1. Repeat Greeting Twice.
2. If you can hear me, it appears we may be experiencing a technical issue. I apologize
for any inconvenience, please call us back so that we may assist you. I am going to
end the call now.
Apology, Confirmation, and Follow Up
I’m so sorry to hear that (insert guest issue). I’m going to get some more information
from you and work to make this right.
Pickup/ Delivery
Can I get your order confirmation ID? It is a six-digit alpha numeric code that can be found
in the order confirmation email. (PAUSE). Give me one moment to locate this order.
I’m going to follow up with the leadership team at the (INSERT LOCATION NAME) location
so they know what went wrong and can work with their staff to ensure (INSERT POSITIVE
EXPECTATION) Give me just one moment to complete this report.
In- Store Experience
I want to make sure we follow up with the leadership team at this location so they can work
with their staff to ensure (INSERT POSITIVE EXPECTATION). Can I get the address for this
location, please?
• Update the restaurant info
Can I also get the date and approximate time of your visit?
• Update date and time of visit field
Again, I want to apologize and let you know that we have followed up with the store. I want
to work to make this right for you and I have sent an email for you to respond back to at your
convenience, with proof of purchase. Either a receipt or something showing this charge.
Once you respond, I will follow up via email with a resolution.
TSV Reset
Can you please verify the phone number that the push notification should be sent to?
Incident/ SSR/CIATO
Rewards/ Gift Card Cases
I’m very sorry for this experience. I want to assure you we are going to take this seriously.
I’m going to confirm your information and then get this over to the team that is best
equipped to handle this concern.
• Confirm guest contact info
• Confirm your notes in the additional description are accurate.
• Confirm Restaurant and Date and Time of Order
(after adding the correct support categories/ tone – Click “Create Incident)
Unfortunately, I am not able to fully assist you with this issue, but I will be creating a case for
the person who can best assist. They will reach out to you via email with a resolution.
• Verify guest info
• Make detailed notes about the guest’s issue in the additional description. Verify
with the guest that it is accurate.
• If a gift card case, try to get the 16 digit gift card number recorded.
• If the guest is missing points, try to get the date and type of order recorded.
Call Flow
Same Day Refund (VOID)
To make up for this situation, I will void the charges for the [list the items being refunded or
amount]. This charge should be drop off of your account within 3-5 business days.
Refund
To make up for this situation, I will process a refund for [list the items being refunded or
amount]. These funds should be returned to your account within 3-5 business days.
Close the Call
Thanks so much for speaking with me, if there is nothing else I can help with, please stay on
the line for a brief survey about your experience with me today!
Compensation
Offer – Guest with CCID
To make up for this situation, I will add a (Insert Offer) to your Chipotle account to use
within the next 30 days.
Offer – Guest without CCID
To make up for this situation, I have sent a (Insert Offer) to you via email. You can scan the
code in store or add the promo code to redeem online any time within the next 30 days.
Call Flow
Denying Refund Over 7 Days (Try a Sparkfly offer first)
If a guest rejects the first offer: - CHECK DISAPPOINTED IN OFFER BOX
I’m sorry we haven’t been able to make this up to you yet. Give me one moment to see if I am
authorized to provide any compensation/ additional compensation for this issue. Is it OK for
me to place you on a brief hold while I look into this for you?
Thank you for your patience. Good news. It looks like I will be able to (insert offer). I have
gone ahead and (added that to your Chipotle Rewards account/ sent this offer to you via
email/ processed a (void or refund)) for you. Are there any additional questions or concerns
that you may have?
If a guest rejects the second offer:
I understand how disappointing this experience was for you and I want to apologize again on
behalf of our teams. Unfortunately, _____ is the best offer that I can provide to you at this
time. I want to reassure you that the feedback you provided today will be used to help our
teams improve and I want to thank you for calling Chipotle Customer Care. If you ever have
issues with a future order, please feel free to contact us again.
I’m sorry this resolution was disappointing. Given the passage of time since your order, we’re
unable to provide the resolution you’re requesting. However, I want to reassure you that I
have reached out to the team at our {!Case.RestaurantName__c} location regarding your
experience and hope you are able to have an improved future order with the offer you have
received.
Compensation Negotiation
If a guest rejects this message, but does NOT ask to speak to someone
else:
I understand that you are disappointed with this offer, and I want to apologize again on
behalf of our teams. This is the best offer that anyone in Customer Care can provide at this
time. I will be sure to pass your disappointment along to our Customer Care management
team so we can take a look at our offers for the future. We are always here if you need further
assistance with a different order. Thank you for calling Chipotle customer care.
If a guest rejects this message, AND ASKS to speak to someone else:
I understand that you are disappointed with this offer, and I want to apologize again
on behalf of our teams. Unfortunately, _____ is the best offer that we can provide you
here in Customer Care. Do you still wish to have this call transferred to a supervisor?
Abusive Caller
I would like to resolve this issue in a respectful manner
and ask you to please refrain from using profanity/ insults.
Unfortunately, we are not able to
continue with this call. (GO TO CLOSE)
Quick Call Reference
Common Delivery Questions
Cancelling a delivery?
• Compelling reason. Must cancel in Door Dash.
Can’t if a dasher is assigned. Must refund in
OOM.
Redeploy a delivery?
• We can’t do this. Reassure and apologize. We
can offer additional comp for inconvenience.
Last ditch effort offer to refund the delivery
fees for the next order.
Add an item / Make a Change to an Order?
• Unfortunately, orders are submitted as soon as
they are placed, and we can’t make changes.
Guest can contact the store or their dasher
directly to see if they are able to accommodate
this request.
Door Dash White Label Support
855-811-7299
Tips for calling
• Introduce yourself
• Have DD ID Number
• Ask DD to Refund if
they can’t confirm
Delivery
• DD may redeploy a
driver in these cases
When to Call?
• Large order not
delivered? >$70
• Guest has history of
refunds on deliveries
• Guest seems
suspicious for some
reason
Research Before Submitting Form
Call store or Door Dash/ Ask any TL to use
Envysion
“I’m going to follow up with you via email with
our best resolution” – Do not promise refund
Set the case to “Awaiting Internal Response” Status
Refunds Over $100
Documentation Check List
• Tone?
• Support Categories?
• Restaurant?
• Date, Time, Order Confirmation
ID?
• Notes filled in?
• Correct Close Status?
• Compensation added/ Refund
Documented?
Check Before You Disposition!
Refunds Through OOM
• Document Refunds processed
by you, not the system/
another agent
• Fill in the refund amount.
Processed the same day? Use the word “Voided”
Processed another day? Use the word “Refunded”
• You didn’t get the best experience with us.
• You didn’t get the meal you were
expecting.
• You didn’t get the first in class service you
deserve.
• You didn’t get all the items that you paid
for today.
• Your meal wasn’t up to our standards.
• Your order wasn’t ready on time.
• We left you hungry.
• You are having difficulty with our app/
website/ rewards system.
• Your order hasn’t been delivered yet.
• This is not the kind of experience we want our guests to have.
• This is not the norm nor the standard for Chipotle.
• The point of ordering online is to skip the wait!
• Getting delivery should help make your day easier and I’m sorry that wasn’t the case this time.
• I know how frustrating it is to receive something you can’t enjoy.
• I know how disappointing it is when you don’t receive everything you ordered and paid for.
• Being mindful and attentive while prepping
our fresh ingredients.
• Double checking each order for accuracy
before sending it out.
• Reviewing each order ticket to ensure
accuracy.
• Reviewing our recipes and taste testing as
appropriate.
• Treating every guest with kindness and
courtesy.
• Doing our best to accommodate each guest’s
specific needs
• Doing everything in our power to get our
deliveries to you on time.
• Serving up the delicious, hot meal you were
expecting.
• All crew members are properly restraining
their hair.
I’m so sorry that... I’m going to follow up with our
restaurant team (and our partners at
Door Dash) to ensure that we are...
Empathy Statements
I believe I can make this right for you. If I
am not able to resolve this situation for
you, then I would be happy to get you a
supervisor. - If you do escalate use X2-
Care -Escalations
Escalations
TSV Calls
1.Verify their phone number and Reset TSV
Verbally verify their phone number in Customer Admin and ensure you enter it with the +1 at the
beginning. Then go to Gigya and click the “Reset TSV” button.
Video Demo: https://vimeo.com/746361160/a69f66f45c
2.If they continue to have issues, check to make sure that their isn’t a “Home” number listed in the
additional phone numbers section on Gigya. If there is delete that and try again. Ensuring you have
the guest’s number in the regular “phone” field.
3.If this has not resolve the issue, follow the below additional troubleshooting steps.
• Have the guest uninstall and re-install the app or try ordering through the website.
• Make sure you go into Customer Admin and clear their cache and delete any sessions.
• Send another reset via Gigya
.
I’m sorry we still haven’t been able to resolve this issue. We are committed to getting you access to your account. Let’s try
a few more troubleshooting steps. I’m going to reset some things on my end. In the meantime, if you are using the app,
please uninstall and reinstall the app or try using our website to order. I hope this resolves the issue, but if you need
further assistance, please don't hesitate to contact us again!
Tips for Gift Cards
and Rewards
Gift Cards
If the guest orders with a gift card, you can still
work this. Provide sparkfly in lieu of a refund.
1bb = $12
Rewards
If a guest can’t see their reward code or wants to
extend the expiration date of an offer you can
handle this. Use Sparkfly to provide code or
verify that it was unused and reinstate.
If a guest used a reward on an order, replace the
reward if you do a refund!
Store Manager Call Requests
I would be happy to follow up with the leadership
team at this location and ask if they could reach
out and contact you about this issue. Let me make
sure I have everything correct and then I’ll follow
up with them for you.
Verify guest phone number.
Restate the guests main concern and let them
know you will alert management at the ____
location.
End call. Then email the store from
Salesforce as part of ACW. Here is a video
demo.
https://vimeo.com/757385140/916c037d5d
App Issues?
• Clear cache and delete sessions in Customer Admin
• Doesn’t work? Uninstall and reinstall.
• Let them know you are following up and have
them order as a guest.
Password Resets
• Clear cache in customer admin.
• If the account is not active – Create Incident
• Have them try to reset their password now.
• Doesn’t work? Order have them order as a guest
and then follow up with TL
Author: Mariyan Sazon
Last update: 2023-12-01 20:35
NFS
Access deniedAuthor: Mariyan Sazon
Last update: 2024-01-12 15:35
CHIPOTLE-FAQ's » December Updates
December 2023 Updates
TODAY: New Chipotle Goods Drops
We have two new items dropping on our Chipotle Goods site for guests today, Thursday, November 30th!
Napkin Holder
Inspired by our fans' love for Chipotle napkins (& stashing them in their cars), we created a Chipotle branded napkin holder that fans can buy on Chipotlegoods.com
Mystery Tee
Working with 4 different creators to create Chipotle-inspired t-shirts
Can order on chipotlegoods.com (US only) – but can’t choose which t-shirt you get, that will be the mystery
There will also be a handful of orders that also get a napkin holder as a surprise & delight.
December Extras Calendar
- The 12th month of the year is already upon us! Below you will find the link to the December Extras calendar sent to us by the Loyalty team:
- Below you will find the link to the 2023 Loyalty Extras/Badges document which is a bit easier to digest at a glance:
- We found out today that each Napkin Holder purchased will come with a free entrée (to stock up on more napkins, of course).
- Guests can purchase up to four (4) Napkin Holders at a time and each item will come with a free entrée rather than one per transaction.
- For example, if a guest places one order of three (3) Napkin Holders, they will be sent 3 free entrees.
- These free entrees will be sent physically in the package with their Napkin Holder.
- Each free entrée will have an expiration date of 12/31/24.
- Fun fact: The Napkin Holders have already sold out on the Chipotle Goods site!
- However, fans still have a chance to score a Napkin Holder.
- The first 25 orders of a mystery tee received on 12/4/2023 will also receive (1) Chipotle Car Napkin holder.
Author: Marvin John Macaspac
Last update: 2023-11-30 22:26
SSR
REMINDER TO ALL: Agents are to never ever work illness at all. Agents should be probing before offering compensation, so if the guest, at all, states they got sick or injured we must not work it AT ALL and MUST send the case to SSR specifically. not the "Create EC" button either. Agents have been doing that as well. This is really important. The client CANNOT think we don't know the procedure for the most basic direction.. Illness or hurt, its SSR and we do not work.Author: Francis Borromeo
Last update: 2024-01-11 16:40
CHIPOTLE-FAQ's » December Updates » REMINDER TO ALL: SSR
SSR
Access deniedAuthor: Francis Borromeo
Last update: 2024-01-11 17:13