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Covid-19 FAQ Template for your Customers
Emily Randolph
written by
Emily Randolph
last updated
June 11, 2020
Covid-19 FAQ Template for your Customers

With everything going on, customers are having trouble finding the correct information. Setting up an FAQ page for your business ASAP will help people navigate your business during this pandemic. Help them help you by giving them as much information as possible using this Covid-19 FAQ Template.

Copy and paste these questions onto your site and then update your answers in a word doc. When you’re done revising, copy them into your ChipBot or create a separate page if you don’t have a knowledge base.

For Restaurants

Q: Are you still open?

A: Yes, but we are suspending the option to dine-in. The use of tables, chairs, booths, and patio areas will not be permitted, but you may order and take your meal to go.

Q: Can I order online for pickup?

A: Yes, we are open for takeout orders, so you can order online ahead of time to pick up your order. There will also be the option of curbside pickup.

Q: Do you deliver?

A: Yes, because of recent events and stay-at-home orders, we are now offering delivery options. Order online or through the app.

Q: Can coronavirus be spread through food?

A:  According to the CDC, “Coronaviruses are generally thought to be spread from person-to-person through respiratory droplets. Currently there is no evidence to support transmission of COVID-19 associated with food.”

Q: What are the risks associated with takeout or drive-thru food?

A: There is no current indication that take-out or drive-thru meals will increase the risk of illness. This option is a good risk-management choice because it helps maintain social distancing and reduces the number of touchpoints.

Q: What are you doing with any extra food?

A: To ensure our food supplies in temporarily closed locations (and with reduced hours) do not go to waste, we’ve donated free meals to our affected Team Members and at-risk groups, such as firefighters, EMTs, and health care workers.

Q: What is the impact on your supply chain?

A: It is still unknown if or how the coronavirus will impact the foodservice supply chain. We are monitoring developments.

Q: What steps are you taking to create a safe environment?

A: As the health and safety of our guests, our Team Members, and our communities is our top priority, we have adjusted operating hours across all locations and temporarily closed select restaurants. We continue to reinforce and implement precautionary measures for frequent and thorough hand washing. We will continue to monitor all developments and communicate frequently and with transparency.

Q: Are restaurant workers considered essential employees that can be asked to come to work even when there are shelter-in-place Orders?

A: Yes. Still, more and more states and localities are restraining travel, particularly during certain hours of the day, while restaurant workers need to arrive earlier than the time restrictions and stay past curfew to clean, disinfect, and close the premises. Meanwhile, some restaurant workers are running into issues with law enforcement restricting workers movement to and from work. Thus, the Restaurant Law Center drafted a letter specifically for restaurant brands that an employer can give to an essential employee stating that the holder is an “Essential Critical Infrastructure Worker” under the U.S. Department of Homeland Security guidelines.

Q: How can I find out if there is any federal or state government guidance or emergency rule on paid sick, emergency, or safe time leave laws as they relate to COVID-19?

A: In addition to tracking federal law changes, the Restaurant Law Center, with the help of its Law Firm Partners, has contacted all state paid sick leave enforcement agencies seeking guidance concerning the interaction between COVID-19 and their paid sick and/or safe time (PSST) leave laws. It has prepared a document providing a brief summary of relevant PSST standards from the federal government and by state that addresses the use of PSST for COVID-19 purposes. (https://restaurant.org/Downloads/PDFs/business/COVID19-Paid-Sick-and-Safe-Time.pdf)

For Online Stores

Q: Will e-commerce stay active?

We remain open 24-7 so you can shop on our website. Our customer service team is ready to help with any and all questions via phone, email and chat.

Q: How long will shipping take?

A: Over the last few weeks, we’ve adjusted our practices to ensure that we’re fulfilling orders in a way that protects the health and safety of our associates — and as a result, orders will experience shipping delays.

Q: Will your return policy change?

A: Our return policy is flexible for anyone who needs additional time. We’ve extended the policy to 60 days, but if you need longer, you can send us an email and we can assist.

Q: Will the cancelation policy be impacted during this time?
A: You will not be charged. If you would like to place a new order, please our website to place an order that will be shipped to a new address.

Q: I need to make a return or exchange, but I am unable to go to the store. What are my options?

A: You can wait as long as you need – there is no time limit to provide a full refund, charge back to a credit card, make an exchange, or issue a gift card. For orders purchased at a store, please hold onto your items until the stores reopen. This will make the return/refund process quicker and more efficient for YOU. For orders that were purchased online, visit our help section to start a return. We are currently not accepting exchange orders.

Q: My package is coming back as undeliverable, can I ship to a new address?

A: No, we are refunding orders that are currently coming back as undeliverable. Please replace your order with your correct address, and we will refund your other order once we receive it at the Distribution Center.

Q: What steps are you taking to create a safe environment?

A: We’re truly grateful for our distribution center associates. They are keeping us all going, and we want to assure you of the safety measures we’re taking for them, including an increase in safety gear available, on-site nurses and temperature scanning, regular sanitization and deep-cleaning, increased distance between workstations, and staggered breaks and social distancing.

Q: When will you reopen stores?

A: We are monitoring the rapidly changing situation and working with local and federal health and government officials on the best steps forward. We recognize that this terrible pandemic, and our responses to it, will have far-reaching impacts on business, employment, and all of our daily lives.

For Public Services

Q: What steps are you taking to create a safe environment?

A: We have a dedicated COVID-19 Command Response leadership team that is focusing on employee, operational, business, and customer continuity during this unprecedented epidemic. We continue to follow the strategies and measures recommended by the Centers for Disease Control and Prevention (CDC) and public health departments.

Q: Will your schedule be changing?

A: Our local operations are still in service. Service interruptions and delays should not be expected. Our critical supply chain has not been negatively impacted and should not lead to service interruptions or delays.

Q: How can I get updated service alerts and information for my community?

A: You can visit our alerts website and sign up for notifications for updates.

Q: How should customers know if there are facility closures due to the Coronavirus?  Can you please provide information sources for us to check?

A: As with any facility closure, we follow standard postal continuity of Operations procedures. As such, any operational impacts would be communicated using our established process of Industry Alerts and postings.

Q: Can I change my preferences for services?

A: We know this is a challenging time for businesses. We’re here to help. We’ve created two easy ways for you to modify your current service if you need a temporary change to pickup frequency due to COVID-19 and related Emergency Declarations: Change Service Frequency or Temporarily Suspend Service.

Q: Has the virus negatively impacted service standards to date?

A: At this time, we continue to process to align with its service standards. 

Q: How are you operating under shelter-in-place declarations?

A: We are classified as an essential government service operation, which allows us to continue operations.

Q: What are you doing to maintain the CDC social distancing in the retail lobbies?

A: The safety and well-being of our customers and employees is our highest priority. In order to maintain a safe, appropriate distance, social distancing signs will be placed on inner and outer lobby doors.

Q: Is there anything you are doing for employees to mitigate consumer interaction or supporting retail clerks to minimize risk with customers? A: We have communicated safe workplace practices with our retail clerks. We are communicating with our customers in a manner that is consistent with guidance provided by the CDC, and have encouraged social distancing practices.

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