Embedded Files
The Customer Is Complaining That He/She Was Trying To Call The Driver But He/She Didn't Pickup The Phone or Unavailable
Investigation
Investigation
Take full details from the customer, each description matters so make sure to have a full description.
Get information from the customer on what exactly happened, including the time the customer tried to call the driver at
Action
Action
Before Ride
For the chat team reach out to the call center team to call the driver
For the call center team, you should call the driver
Apologize, and handle the customer promising to take the needed action against the driver.
Submit a complaint
Ongoing Ride
Apologize, and handle the customer promising to take the needed action against the driver.
Promise the customer that we will get in touch with him again to follow up within 2 business days
Submit a complaint
Note, If the ongoing ride is an hourly package or open day:
For the chat team reach out to the call center team to call the driver
For the call center team, you should call the driver
Closed Ride
Apologize, and handle the customer promising to take the needed action against the driver.
Submit a complaint
Submit a Freshdesk complaint using the steps shown here
If there were any charges incurred due to the driver not answering the customer's call, such as waiting fees or the ride being marked as a no-show, kindly assure the customer that we will follow up on the case. Make sure to mention the complaint SLA.
If the customer reaches out to you before the trip time and you managed to connect the driver with the customer, this is an internal escalation not a complaint inform the customer that the needed action will be taken, no follow-up with the action taken will be required with the customer, so don't promise follow-up with the customer
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