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There is no car capacity so we will accommodate with a different car.
The OPS team will reach out to the call center team to call the customer and inform him/her that the car will not be available and we will provide a different car:
The OPS team will reach out to the call center team to call the customer and inform him/her that the car will not be available and we will provide a different car:
In case of change car type same category: only handle the customer, noting that the change will not come with any extra or discount fees.
In case of an upgrade (Higher category): only handle the customer, noting that the upgrade will not come with extra charges, the ride price will be the same.
In case of a downgrade (Lower category): Apologize to the customer and ask for his/her permission.
Submit a Freshdesk complaint using the steps shown here, in case if there is a price variance.
Contact Reason "If It Is a Limo Ride"
Contact Type 1: Email from Limo Team
Contact Type 2: Unavailability
Contact Type 3: Accepted alternative "If customer accepted the alternative"
Customer unreached " If customer is unreachable"
Contact Reason "If It Is a non-Limo Ride"
Contact Type 1: Email from LiveOps Team
Contact Type 2: Unavailability
Contact Type 3: Accepted alternative " If customer accepted the alternative"
Customer unreached " If customer is unreachable"
If the customer asked to cancel, Change the ride status to "Lost Business" as shown below
Use this lost business sub-reason while creating a lost business ticket, depending on the scenario:
Availability Issue - We are unable to assign a cab for the customer.
Cancellation & Lost Business Reasons details.
Contact Reason "If It Is a Limo Ride"
Contact Type 1: Email from Limo Team
Contact Type 2: Unavailability
Contact Type 3: Cancelled Trip
Contact Reason "If It Is a non-Limo Ride"
Contact Type 1: Email from LiveOps Team
Contact Type 2: Unavailability
Contact Type 3: Cancelled Trip
If the customer complaints even after cancelling the trip - meaninig that the customer reached to us again complaining about the situation
Contact Reason
Contact Type 1: I want to book
Contact Type 2: Will not proceed
Contact Type 3: LIMO - Car Type
In-city - Car type not available
Internal Ticket
Internal Ticket
If an internal ticket was created automatically by Freshdesk fro your outbound call to the customer, merge this new ticket to the main ticket sent from the OPS team and choose the conntact reason for this new ticket as "Follow-up"
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