Embedded Files
The Driver Took Extra Money From The Customer And Didn't Stick To The Ride's Fare Or He Didn't Add The Change To The Customer's Wallet, Either Through Neglect Or Abusing
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 Team
The Driver's Direct Manager
AGM Staff
Call the driver for further investigation and clarification of why he charged the customer an extra amount
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 about how unprofessional such behavior is and it greatly affect the company's image
He should always stick to the ride's fare and add any extra cash amount that the customers asks him to add to the wallet
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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