PDA

Investigation

• Check the full details of the driver's complaint if you need more info. ask for it from the OPS team as this is a very sensitive case

• If the customer complies with the driver's request to stop the PDA action then Do Not Call the customer and consider the case closed.

• Check Freshdesk for prior PDA cases.

Action

1st incident: Call the customer for education and coaching in a very clear and professional manner

2nd 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 to kholoud.hemmat@aboughalymotors.com