Embedded Files
The Driver Was Late To Change Accept By clicking on "إلى العميل" A "Book Now" Ride As Soon As He Received Th Ride, Causing The Ride To Drop As Lost Business
Investigation
Step 1: Reviewing The Complaint Email
Step 1: Reviewing The Complaint Email
Check the email sent by the operations team detailing the entire incident
Step 2: Logging In The LC Dispatching System
Step 2: Logging In The LC Dispatching System
Open the London Cab dispatching system following this link: London Cab Dispatching
Type in your "Username" and "Password", then click on login.
Step 3: Searching For The Ticket Details
Step 3: Searching For The Ticket Details
Click on "Operations"
Choose "Tickets List"
Click on "Show Search"
In the "Ticket Id" field, add the ticket number
Filter by choosing a further date "usually the same day of the t" from the "Pick Up Date Time (From)" field
Click on "Search"
You will be able to see the ticket in question as the only search result at the bottom of the page, as shown above
Step 4: Conforming If The Action Was Taken Or Not
Step 4: Conforming If The Action Was Taken Or Not
You need to be aware of the below in order to properly investigate the ride:
Click on "Details" to view:
Ticket Status Log:
Assigned At
To The Customer Date
Validation: The the ride status was "Lost Business" and there was not action from the captain to change the ride status to "To The Customer" as shown above, (To the customer date marled as: N/A), then the case is valid
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 always has to accept book now rides right aways by clicking on "إلى العميل" without any wait
He Sاould always be on the lookout for rides with the the comment saying "الرجاء التحرك إلى العميل فورا"
Emphasize on how important this is for the experience of the customer and 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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