Customer Enquiry Handling Procedure

PURPOSE & SCOPE

This procedure defines how Casa Argentina Limited manages customer enquiries received via telephone, email, social media, or in-person visits.
Its purpose is to ensure that every enquiry, whether from a consumer, business client, or trade partner, is handled promptly, professionally, and consistently, maintaining the highest levels of service quality and brand integrity.

This procedure applies to all Casa Argentina staff involved in customer interaction, including the Customer Service Team, Warehouse Manager, Marketing Team, and Directors when escalations occur.

WHY WE DO IT?

To provide a reliable and human-centred response to every customer.
To build and maintain trust in Casa Argentina as the UK’s most trusted Argentine specialist.
To ensure no enquiry is lost, ignored, or inconsistently answered.
To generate a positive experience that strengthens customer loyalty and reinforces our Great Taste Award-winning reputation.
To maintain traceable records in line with FSA guidance and our internal quality system.

Process Steps

1. Receiving the Enquiry

1.1 Enquiries may arrive through:

Email (info@casaargentina.com, orders@casaargentina.com, marketing@casaargentina.com)
Telephone (+44 (0) 208 540 1222 and/or +44 (0) 208 543 1234)
Website contact form / chat
Social media DMs or comments
In-person (retail or collection point)
1.2 All enquiries must be logged in the Customer Enquiry Register (CER) within the same business day.

1.3 Each entry must include:

Date and time received
Customer name and contact details
Channel of communication
Summary of enquiry
Assigned staff member
Priority level (Low / Medium / High)

2. Acknowledging the Enquiry

2.1 Every enquiry must receive acknowledgement within 24 hours (excluding weekends and public holidays).

2.2 The standard acknowledgement message should:

Thank the customer for contacting Casa Argentina.
Confirm receipt of the enquiry.
Indicate the expected response time or next step.

2.3 For phone calls, the staff member must summarise the call in the CER immediately after ending the conversation.

3. Assessing and Assigning

3.1 The Customer Service Lead reviews the enquiry and determines the responsible department:

Product or order queries → Customer Service
Delivery or stock issues → Warehouse Manager
Wholesale or B2B enquiries → Commercial Team
Complaints or safety concerns → Quality Lead (see SOP 1.2 Customer Complaint Procedure)

3.2 The responsible person must update the CER with their initials and planned action.

4. Responding to the Customer

4.1 Provide a clear, polite, and informative response, written in British English using Casa Argentina’s friendly tone of voice.
4.2 Where further investigation is required (e.g., stock check or delivery tracking), advise the customer of the expected timeframe.
4.3 If the enquiry relates to product information, always confirm details using approved product specifications or website listings to ensure accuracy.
4.4 Ensure responses are personalised and solution-oriented.

5. Escalation Procedure

5.1 Escalate to the Quality Lead if:

The enquiry involves potential food safety issues.
The customer indicates dissatisfaction with a product’s quality or safety.
The same issue is repeated multiple times within a short period.

5.2 Escalate to the Director if:

The issue involves reputational risk or potential FSA contact.
A customer threatens legal action or media involvement.
A financial claim exceeds £250.

6. Resolution & Closure

6.1 Once the enquiry has been fully addressed:

Record the action taken and the outcome in the CER.
Mark the status as “Closed”.
6.2 The Customer Service Lead will review all closed enquiries weekly to identify recurring patterns or improvement opportunities.
6.3 Trends or significant feedback will be discussed in the Monthly Operations Meeting for continuous improvement.

7. Record Keeping

All enquiry records, correspondence, and outcomes are stored digitally in the Customer Service folder on Microsoft 365 → SOP Records > Customer Enquiries.
Retention period: 5 years from closure date.
Data protection compliance: handled in accordance with Casa Argentina’s GDPR & Data Protection Policy (SOP 10.4).

KPIs

100% of enquiries acknowledged within 24 hours.
95% of enquiries resolved within 72 hours.
0% loss of enquiry records.
Quarterly customer satisfaction ≥ 90%.

Responsibilities