Embedded Files
The Customer Is Complaining That The Car Broke Down Either Due A Car Mulfunction or The Car Ran Out of Gas Or Electricity Charge
Within The Ride
Within The Ride
Investigation
In this case, you have to be very careful with wording and very empathetic.
Take the full details of the issue and then Apologize to the customer and inform him that we will take the proper action.
Action
For Chat Team
If the customer will wait for a replacement ride.
Use 3CX to call the call center team and give them all the details
The call center team will directly call the OPS team with all the details, to find a replacement vehicle if the driver is unable to complete the ride
For Call Center Team
If the customer will wait for a replacement ride.
Call the OPS team with all the details, to find a replacement vehicle if the driver is unable to complete the ride
Promise the customer that we will get in touch with him again to follow up within 2 business days.
Submit a Freshdesk complaint using the steps shown here
After The Ride
After The Ride
Investigation
In this case, you have to be very careful with wording and very empathetic.
Take the full details of the issue and then Apologize to the customer and inform him that we will take the proper action.
Promise the customer that we will get in touch with him again to follow up within 2 business days.
Action
Submit a Freshdesk complaint using the steps shown here
Compensation
Compensation
Compensate the customer following the below steps and according to the below matrix:
For Vouches send an email to:
kholoud.hemmat@aboughalymotors.com, and use the below template as an example:
Promo Code Name: LCXLV
Discount: 15%
Trip Type: Gouna Trips
Car Type: LEVC
Duration: 28th till the 31st
Number of Trips: 4 Rides
For Refund:
Car break-down, Response Time 0 to 15 Minutes
15% Voucher
Next Trip
Car break-down, Response Time 15 to 30 Minutes
25% Voucher
Next Trip
Car break-down, Response Time more than 30 Minutes
Full Refund
Same Trip
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