Marketing Mix: We'll call you - Cadbury

Cadbury Which Dairy Milk is it?

Mktg It's the plain one.

Cadbury The only Dairy Milk that has been affected is the eight-chunk.
All the others are fine to eat.

Mktg It is actually the eight-chunk that I've been eating.

Cadbury Have you got any left?

Mktg No.

Cadbury Right, I'd advise you not to eat any more of the eight-chunk
until there has been a press release saying that there's a fresh
stock.

Mktg What other bars have been affected?

Cadbury The 250g Turkish Delight, Caramel and Mint bars, the 1kg Dairy
Milk and Dairy Milk Freddos.

Mktg Do you know which part of the country the affected bars have gone
to?

Cadbury We're not sure which batches have been contaminated, so we are
asking the public to send back the ones they've got.

Mktg I also have some Caramel bars. Should I throw them away?

Cadbury Only if they're 250g.

Mktg Which ones are those?

Cadbury The big family-share ones.

Mktg I'm not sure whether they're that size.

Cadbury You can take this address just in case. Cadbury Recall, freepost
MIB 20061, Birmingham, B30 2QZ. If you include your name and address
they'll send you a refund.

Mktg Do you know when you'll be putting new stock of the bars back on to
shelves?

Cadbury I'm not sure, but they are being made now, so it shouldn't be
long. There will be a press release on the news.

Mktg OK, thank you for your help.

Cadbury Thank you, goodbye.

VERDICT

This call-handler was calm, responsive and very professional. She was up
to date on the latest Cadbury news and had clearly been trained to
answer the particular questions that I was asking. My only qualm would
be that she was a bit matter-of-fact and wasn't particularly reassuring
about the situation, considering I told her I regularly eat one of the
bars that has been affected and recalled. She wasn't overly friendly
either.

Score 7/10.