Embedded Files
The Customer Complained That The Driver Had An Attitude Issue
(Unprofessional Way Of Talking - Frowning - Ignoring The Customer - Etc....)
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
The Incident can be further validated by the presence of evidence like photos, screenshots, videos or call/audio recordings
Call the driver for further investigation of the incident
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 & Deduction
Call the driver and coach him that he should always follow proper ways of communication it should always be professional and to always watch out for his body language
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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