Embedded Files
The Customer Complains That There An Issue With The Driver's Etiquette and Service
These complaints may include one or more of the below:
Not Opening or Closing The Door For The Customer
Not Helping with The Luggage
Not Assisting With The Wheel Chair
Driver Poor Hygiene / Took Off His/Her Shoes While Driving
Unprofessional Appearance "Not Shaving - Inappropriate Accessories - Uniform Issues"
Note: In the case of poor hygiene and the ride is ongoing call the OPS team to check for a replacement driver and if available offer this option to the customer especially if the ride is an hourly package ride
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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