Embedded Files
The Customer Complains That He/She Has A Safety Concern regarding An Action from The Driver
These complaints may include one or more of the below:
Not Wearing Seatbelt
Using The Phone While Driving
Not Following Traffic Regulations
Sleepy / Drowsy While Driving
In case of Sleepy / Drowsy While Driving you should ask the customer if he/she would like a replacemnt driver or would ;like to continue the trip with the same driver
If the customer's answer is yes, refer back to the Ops team to find a replacment
Action
If it is an ongoing ride, call the driver asking him/her to stop the activity the customer is complaining about to ensure customer satisfaction. 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