Embedded Files
The Customer Complains That There An Issue With The Driver's Driving Speed
Slow Driving
Slow Driving
If the customer is complaining that the driver is driving slowly because he/she is in a hurry and you find that the driver is driving at the maximum speed allowed by traffic regulations, handle the customer and don't ask the driver to increase his/her speed with no exceptions
The customer is complaining that the driver is driving too slowly for example driving at 40 KM on the ring road
Action
If it is an ongoing ride, call the driver asking him to increase his/her speed to meet the speed limit if the road as he/she is driving too slowly for the road he/she is on. If the ride is closed no need to call the driver
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.
If the customer provided evidence for this driver violation, then compensate the customer according to the Compensation Matrix
If no evidence is provided, you need to check the customer's complaint history and whether he/she is a compensation seeker or not, see here how
If the customer is a compensation seeker
DO NOT COMPENSATE
If the customer's history is clear with no issues
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
Fast Driving
Fast Driving
If the customer is complaining that the driver is speeding however the driver is adhering to the speed limit but the road condition make the ride uncomfortable for the customer treat the case as a speeding case
The customer is complaining that the driver is driving too fast, for example, driving at 100 KM in the downtown area
Action
If it is an ongoing ride, call the driver asking him to decrease his/her speed to meet the speed limit if the road as he/she is driving too fast for the road he/she is on. If the ride is closed, no need to call the driver
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.
If the customer provided evidence for this driver violation, then compensate the customer according to the Compensation Matrix
If no evidence is provided, you need to check the customer's complaint history and whether he/she is a compensation seeker or not.
If the customer is a compensation seeker
DO NOT COMPENSATE
If the customer's history is clear with no issues
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
Page updated
Google Sites
Report abuse