Pizza Experts

What are you going to do if you have an Attention Error: Attention! We are sorry but an error has occurred. Please try again momentarily. If errors persist, contact the store.

• Check accuracy and format of the customer delivery address and information

• Ensure the email for the order is set as "dominos-order+#@arria.com"

• Do Not RESET and Do Not REDO the order

• Transfer to store right away once you see that error

What are you going to do if you are experiencing Latency On Order Portal: System is loading on check out page?

• Transfer to store right away

• Perform consultative transfer with the store to confirm if the order is received before placing a new one. If the wait time on the IVR is more than 1 minute, we perform cold transfer and set proper expectations for the customer.

• Search for the customer phone number in the Domino’s Tracker to verify the order is in the system (Open another tab to execute this)

• Proceed with finalizing the order process if the order number/information is appearing behind the loading overlay. (Open another tab to execute this)

What is a deep dish crust pizza?

• Brooklyn Style

• Handtossed

• Handmade Pan

• Crunchy Thin Crust

What if the cx wants to order for the future date/time but it's not enabled in the order portal? What are you going to do?

• Say thank you and goodbye

• Inform the cx that the store is currently not accepting future timed orders

• Ask customer if he wants to place the order right now (not future order) or he wants to callback some other time to place the future timed order that he wanted.

• Place the order anyway.

Can the customer get a receipt from their delivery or carryout order?

• No, we don't

• Why would we give them a receipt in the first place?

• Yes they can, All delivery orders will include a receipt.

• For Carry-Out orders, the customer can request a copy of their receipt when they pick up or pay for the order at the store location.

Can we process multiple orders in one call?

• Yes ofcourse. After processing the first order, provide the order number to the customer, then proceed on creating the next order. Please make sure that all cart items are cleared before creating the second order.

• No it should be transferred to the store. we need to set cx expectation of the wait time and transfer to the store.

• I'm not quite sure

What are you going to do if the cx will order Philly Cheese Steak?

• Click on the philly steak sandwich right away I need to hit AHT

• Click on the philly cheese steak specialty pizza right away there's no time to waste

• Probe first if the cx is ordering the philly cheese steak sandwich or the philly cheese steak pizza.

• I'll hang up

Cx wants to use the 5.99 / 6.99 mix and match deal and it still appears on your order portal, what should you do?

• I'll offer her another coupon, I'll pretend I'm not seeing it on my screen

• Tell her it's only available on the domino's app

• HONOR the cx request to use the coupon. Never lie to cx. If it's available then honor it.

If the cx wants a white sauce on his pizza what should you do?

• Just don't mind it. I don't know where to click anyway.

• Click on Ranch Sauce right away since it's white. Cx wouldn't know.

• Click on the Alfredo sauce right away since it's white.

• Probe if the cx wants Alfredo, Garlic Parm, or Ranch white sauce since the 3 of them are white and we sould not assume.

How should I respond if a customer is asking about Domino's "$3 Carryout Tips" promotion? What should you do?

• Domino’s Carryout Tips offer applies to online carryout orders only. Call center agents are not able to assist customers with honoring this promotion over the phone.

• Tell the cx "Apologies, I can’t offer you that promotion over the phone, would you like to continue with the order?”

• Tell the cx "This promotion is an online-only offer, please visit dominos.com for full details" or "This promotion is only available if you purchase online at dominos.com"

• I don't know what to do about it.