Embedded Files
The Customer Complains That There Has Been An Attitude Issue From The Driver Either Verbal or Physical But It Didn't Reach The Level of Verbal or Physical Altercation "Conflict"
Verbal & Physical Attitude
Verbal & Physical Attitude
This can be in the form of shouting, effing, speaking in a sarcastic, demeaning, vulgar way, Waving hands, slamming the door, the luggage or the phone
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.
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
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