Poor Burn Quality Complaints — Elevated Dissatisfaction Response Standards

Poor Burn Quality Complaints — Elevated Dissatisfaction Response Standards

This article outlines the required response approach when a burn quality complaint is accompanied by elevated customer dissatisfaction. Agents must assess the tone and intensity of each complaint and adjust their communication accordingly. This policy applies to all channels through which burn quality complaints are received.

Indicators of Elevated Dissatisfaction

The following signals indicate that a customer is experiencing above-average frustration and require an adjusted response approach:

•  Use of strong negative descriptors such as worst, terrible, disgusting, or unacceptable

•  Reference to the monetary value of the product that was wasted

•  Expressed intent to post a negative review or share the experience publicly

•  Direct unfavourable comparison to competitor products

•  Use of capitalised text or repeated punctuation indicating agitation


Adjusted Response Requirements

When the above indicators are present, the first response must dedicate proportionally more space to empathetic acknowledgment before transitioning to information collection. Specifically:

•  The specific experience described by the customer must be named and validated explicitly

•  The company's acknowledgment of falling short of expectations must be expressed clearly

•  The transition to the intake request must not occur until the acknowledgment is complete

•  The overall length and warmth of the response must not diminish in proportion to the customer's frustration


Prohibited Response Practices

The following practices are strictly prohibited when handling elevated dissatisfaction cases:

•  Suggesting that the burn issue may have resulted from the customer's smoking technique

•  Offering unsolicited guidance on how to light or smoke a pre-roll

•  Characterising the issue as rare or unusual in a way that minimises the customer's experience

•  Moving to information collection before the customer's experience has been acknowledged


Escalation to Human Review

Cases in which the customer explicitly rejects the gift card resolution, or threatens formal regulatory complaint action, must be flagged for Customer Experience Manager review following initial resolution processing.


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