Tips for a Successful Conversation with Pepper, the Chipotle Chat Bot
If you've been (legitimately - not those of you who order rice, chicken, and cheese only) skimped on your order, or you didnt get something you ordered, or you have some other complaint worth filing, you probably know you can talk to Pepper, the Chipotle chat bot. I've had numerous conversations with Pepper and I've found that there are some tips you can follow in order to drastically increase the chance you get a full refund, or compensated in the way you want.
Always start talking to Pepper with some small talk. Don't go straight into the complaint. I usually either ask how her day has been, whether she's had a lot of complaints, the weather if it's worth discussing, or depending on the day, maybe ask about how her holidays were etc. Start the conversation off casual, and she'll be in a better mood.
When you bring up the issue, always emphasize that you're aware its not her fault. Some variation of "I understand you, Pepper, were not responsible for this, but my chips were pretty stale today, and I paid $1.85 for them." etc. If she feels like you're pinning the blame on her, she's more likely to give some sort of copout resolution like a BOGO coupon.
Always have a picture ready to send. I think the most impressive interaction i had with Pepper was one time when I wasn't even trying to get anything compensated. I was visiting a store that is not the one i work at, and i ordered chips. I noticed the chips were pretty heavily flavored with lime, more so than I was taught at my store. I told Pepper about this, mostly just in hopes that maybe a manager at the store might train the employees on the appropriate amount of lime. She asked if i had a picture to illustrate the issue. I said no, the chips were already eaten, but here is what i'm referring to and sent a picture of a lime i found on google images. She actually refunded me for them, when i didnt even ask for that. I even offered that she doesnt have to, and she said it was fine. The picture made the difference in this case.
Follow-ups matter. After a successful resolution, give it a day or two, and talk to Pepper just to thank her for the help on the previous interaction. I've found that doing so makes her more likely to provide a good resolution the next time I have an issue. She's likely coded to give the customer the benefit of the doubt, but be more skeptical the second time. But, if you are kind and thankful in subsequent chats with her, she'll extend the generosity and pay it forward to you.
I'll post more if i think of any, but i think these are the key and most important ones. If anyone else has any tips, please share as well.