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On a Mission to Serve You

At Frito-Lay, delighting our consumers is the goal for everything we do. The consumer relations team strives to accomplish this goal by delivering a superior service experience to every consumer who contacts them.

The team of 65 handles over 400,000 consumer interactions per year. The majority of these interactions is by phone, email, chat and social media channels. Our consumer relations team prides itself on not only engaging through the consumer’s preferred communication channel, but in treating each consumer contact as unique. “The personalized service experience starts with listening, empathy and a solutions-oriented approach. We’re all consumers so if we put ourselves in the consumer’s shoes, that’s often the best way to ensure increased satisfaction and over-deliver on expectations,” explained Fritz Wise, communications director for consumer relations at Frito-Lay. “The entire team is really encouraged to connect with each consumer and empowered to provide the best service and solution.”

No matter the question or comment, consumer relations is ready to be an advocate for consumers. Fritz stated, “If a consumer has taken the time and made the effort to contact us, it is our responsibility to be their voice. We want to learn from our consumers and provide these valuable insights to our internal partners. This allows us to improve our products and other offerings.”

The consumer relations team is here for consumers. They’re ready to listen intently, make connections, and learn from each and every consumer’s experience. Fritz concluded with, “We look forward to the opportunity to exceed your expectations and hope to hear from you!”

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