Embedded Files
The Driver Didn't Search The Cab After Dropping off A Customer, Thus Missing On Finding An Item That The Customer Left Behind, OR Not Reporting That He Found The Item On Time
Investigation
Reviewing The Complaint Email
Reviewing The Complaint Email
Check the email detailing the entire incident that may be sent by one of the following:
The CRM Team
The customer service
AGM Staff
Call the driver to investigate if he found the item or not.
Action
Case Is Not Valid
Case Is Not Valid
____________________________________________________________________
No Action Will be taken against the driver
Mark the complaint as "Invalid" in the tracker sheet, see here how
Case Is Valid
Case Is Valid
_____________________________________________________________________
Check the driver's violation history, see here how
Open the Coaching & Deduction Scheme as shown below
Open the "LC Coaching & Deduction Scheme"
Find the violation under "columns B & C"
You will find the required action depending on the instance number, like the example shown below.
Depending on the driver's history take one of the below actions
Coaching
Call the driver and coach him that he should always search the cab thoroughly after each ride and if he finds an item he should hand it to the customer if he can or report it to the operations team, and how critical this is for our business
Coaching & Deduction
Call the driver for coaching
Apply the relevant deduction depending in the number of instances, see here how to apply deduction
Educate the driver about the amount of the deduction
Termination
Send and Email to both HR & Legal team with the details of the case
abdallah.diab@aboughalymotors.com
No further action is needed
Update the tracker with the action taken against the captain, see here how
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