Domino's: Good morning, Domino's, (name) speaking, how can I help?
Mktg: Hello, I watched a documentary, Dispatches, about how Domino's has started to place loads of pizza restaurants near schools. I'm concerned about this because I don't want my children going out at lunch time and buying pizzas. I don't like the idea that when they go to secondary school and can go out and about, they could go to your pizza shops.
Domino's: If you want to make a complaint about that, you need to put it in writing.
I haven't heard about it, but I will just check with my manager, bear with me a second. (Mktg is on hold for less than a minute.) Hello, I've just spoken to my manager and she advised me that it's not true. We are not targeting school areas to open pizza stores.
Mktg: In the documentary, it said that there was one near a school in Brighton. The same thing is happening in Liverpool and all the locals are trying to stop it, but Domino's just said that because of its expansion plans, new stores will inevitably be near schools.
Domino's: I can't give you the exact locations of where stores are going to be opening, but we are not targeting school areas.
Mktg: But inevitably, if you expand, you will have pizza shops near schools.
Domino's: If you have any more queries, you need to send me it in an email, I will forward it to the PR team.
Mktg: The PR team? Can I speak to someone there?
Domino's: No, you need to send it in an email. But as I said, we haven't planned to open specifically where schools are.
Mktg: In the documentary they said one of the people - I can't remember his name - who has a big stake in Domino's is a big donor to Michael Gove, the education secretary. So it makes me concerned that your business has links with the government and will expand near schools.
Domino's: If you could send your comments in an email I will send it to a relevant department (gives email address and name). Send it to me and I'll make sure it gets sent to the right department.
Mktg: Thanks for your help.
Domino's: Thanks, bye.
VERDICT: 6 out of 10
The call-handler was polite in a difficult situation. However, after such a potentially damaging documentary, the chain should have ensured its call-centre staff were well briefed on the issue.