start
Be sure to copy this information and paste to your sticky note so that you have it as you move through decision process.
Jessica Martinez, training.jmartinez@testmail.com, calls in, she didn't get any sauce with her teriyaki chicken. She ordered delivery from 6307 Richmond Hwy, Suite G, Alexandria, VA 22303 at 5:40 PM on Friday. She has the online order receipt.
Choose your opening script
Hello, how can I help?
Thank you for calling Panda Express, my name is Amy, how may I assist you today?
Choose your next response
The caller seems taken aback by your opening script, but lets you know what happened.
Tell the caller you are sorry for the inconvenience but it's only sauce and there is nothing that can be done
Reply to the caller with empathy and check your resources for the correct Ticket Guide
The caller is upset and hangs up.
By not checking your resources and verifing what you are able to do to assist the customer you now have an excalated customer, and while this customer simply ended this call, when they call back it will be escalated.
Next
The caller lets you know that when they ordered the delivery, she did not receive the sauce for her terriaki chicken.
Tell the caller you are sorry for the inconvenience but it's only sauce and there is nothing that can be done
Reply to the caller with empathy and check your resources for the correct Ticket Guide
Open your resources and find the correct Ticket Guide
Food Quality Guide
Inaccurate Order Guide
Food Quality is not the best option for the ticket guide. Always look for the best option. Jessica did not get her sauce for her Teriaki Chicken so this would be an inaccurate order because the store did not provide everything needed for the meal.
Remember that not selecting the best ticket guide for the situation will slow the call, cause the caller to become escalated, and will count against you on your QA. Be sure to review the Ticket Guide in Socrates.
Inaccurate Order
After reviewing the Inaccurate Order Ticket Guide you follow the steps to prep-ticket to pre-fill the Zendesk fields
Ticket: Start (Complaint)
Ticket: Start (Compliment)
This is Complaint not a Compliment
Ticket: Start (Complaint)
This is the first time Jessica has called in about this issue so no tickets need to be merged.
Next
Jessica would like to receive a response
No
Yes
Because Jessica said she wanted to receive a response we have to change the "Would guest like a response?" to Yes
Yes
Jessica says her order number is PX-45987123, according to the online order it was store 1657, she ordered it today, (3/18/2026), She placed it through the Panda App on her phone as a delivery. She was missing the sauce for her teriaki chicken.
Next
Answer the following as you would in Zendesk
Reviewing the Ticket Guide in Socrates; What compensation can we offer?
According to the Ticket Guide in Socrates 1 Free Small Entree Code can be provided for missing sauce.
Next
Choose the right macro to respond to Jessica
Sending the response to the customer
Completing the ticket
Closing the Ticket
WOOT! AWESOME JOB!
Remember that empathy, active listening and know your resources will help to keep the customer from escalating, and ensure a GREAT customer experience.
You got this and are going to ROCK THIS!
Feel free to close this window and enjoy certfication!
Panda Express Scenario #3
Amy King
Created on March 18, 2026
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Transcript
start
Be sure to copy this information and paste to your sticky note so that you have it as you move through decision process.
Jessica Martinez, training.jmartinez@testmail.com, calls in, she didn't get any sauce with her teriyaki chicken. She ordered delivery from 6307 Richmond Hwy, Suite G, Alexandria, VA 22303 at 5:40 PM on Friday. She has the online order receipt.
Choose your opening script
Hello, how can I help?
Thank you for calling Panda Express, my name is Amy, how may I assist you today?
Choose your next response
The caller seems taken aback by your opening script, but lets you know what happened.
Tell the caller you are sorry for the inconvenience but it's only sauce and there is nothing that can be done
Reply to the caller with empathy and check your resources for the correct Ticket Guide
The caller is upset and hangs up.
By not checking your resources and verifing what you are able to do to assist the customer you now have an excalated customer, and while this customer simply ended this call, when they call back it will be escalated.
Next
The caller lets you know that when they ordered the delivery, she did not receive the sauce for her terriaki chicken.
Tell the caller you are sorry for the inconvenience but it's only sauce and there is nothing that can be done
Reply to the caller with empathy and check your resources for the correct Ticket Guide
Open your resources and find the correct Ticket Guide
Food Quality Guide
Inaccurate Order Guide
Food Quality is not the best option for the ticket guide. Always look for the best option. Jessica did not get her sauce for her Teriaki Chicken so this would be an inaccurate order because the store did not provide everything needed for the meal.
Remember that not selecting the best ticket guide for the situation will slow the call, cause the caller to become escalated, and will count against you on your QA. Be sure to review the Ticket Guide in Socrates.
Inaccurate Order
After reviewing the Inaccurate Order Ticket Guide you follow the steps to prep-ticket to pre-fill the Zendesk fields
Ticket: Start (Complaint)
Ticket: Start (Compliment)
This is Complaint not a Compliment
Ticket: Start (Complaint)
This is the first time Jessica has called in about this issue so no tickets need to be merged.
Next
Jessica would like to receive a response
No
Yes
Because Jessica said she wanted to receive a response we have to change the "Would guest like a response?" to Yes
Yes
Jessica says her order number is PX-45987123, according to the online order it was store 1657, she ordered it today, (3/18/2026), She placed it through the Panda App on her phone as a delivery. She was missing the sauce for her teriaki chicken.
Next
Answer the following as you would in Zendesk
Reviewing the Ticket Guide in Socrates; What compensation can we offer?
According to the Ticket Guide in Socrates 1 Free Small Entree Code can be provided for missing sauce.
Next
Choose the right macro to respond to Jessica
Sending the response to the customer
Completing the ticket
Closing the Ticket
WOOT! AWESOME JOB!
Remember that empathy, active listening and know your resources will help to keep the customer from escalating, and ensure a GREAT customer experience.
You got this and are going to ROCK THIS!
Feel free to close this window and enjoy certfication!