Embedded Files
The Customer Complains That There Has Been An Incident of Either Verbal or Physical Altercation With The Driver
Verbal Altercation "Conflict"
Verbal Altercation "Conflict"
This can be in the form of swearing
The Customer Assaulted the Driver Verbally
The Customer Assaulted the Driver Verbally
Investigation
Check the full details of the driver's complaint if you need more info. Ask for it from the L&D team, as this is a very sensitive case
Check Freshdesk for prior assault cases.
Action
1st incident: Call the customer for education and coaching in a very clear and professional manner
2st incident:
Forward the case to "Youssef.Shabaan@aboughalymotors.com" detailing the case and asking for approval to block the customer
Once the approval has been granted, call the customer for education and inform him/her that his/her account will be blocked from using London Cab as there was a previous incident
Make a request to block the customer's account to kholoud.hemmat@aboughalymotors.com
The Driver Assaulted the Customer Verbally
The Driver Assaulted the Customer Verbally
Action
Contact the customer for handling and documentation of the incident
Escalate the case to the L&D team with a full description for investigation and driver action.
Compensate the customer according to the Compensation Matrix
If it is ongoing, reach out to the Live Ops team to find a replacement.
To compensate the customer follow the steps shown here
Block any future pairing between him/her and the driver, follow the steps shown here
Physical Altercation "Conflict"
Physical Altercation "Conflict"
This can be in the form of slapping or hitting
The Customer Assaulted the Driver Physically
The Customer Assaulted the Driver Physically
Investigation
Check the full details of the driver's complaint if you need more info. Ask for it from the L&D team, as this is a very sensitive case
Check Freshdesk for prior assault cases
Action
1st incident: Call the customer for education and coaching in a very clear and professional manner
2st incident:
Forward the case to "Youssef.Shabaan@aboughalymotors.com" detailing the case and asking for approval to block the customer
Once the approval has been granted, call the customer for education and inform him/her that his/her account will be blocked from using London Cab as there was a previous PDA incident
Make a request to block the customer's account by sending an Email to "kholoud.hemmat@aboughalymotors.com"
The Driver Assaulted the Driver Physically
The Driver Assaulted the Driver Physically
Action
Contact the customer for handling and documentation of the incident
Escalate the case to the L&D team with a full description for investigation and driver action
Compensate the customer according to the Compensation Matrix
To compensate the customer follow the steps shown here
If the customer requested to block any future pairing between him/her and the driver, follow the steps shown here
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