Mail QA Guidelines

• Follow the standard opening: "Dear Customer Name," / ،مُرحبا اسم العميل

• "The agent should follow the standard closing in both Arabic & English:

  • • English: 

Thank you for choosing London Cab Egypt - it is our pleasure to serve you.

Best regards,

Agent name

London Cab signature 

• Arabic:

لا تتردد في الاتصال بنا مرة أخرى إذا لزم الأمر وسنكون سعداء جدًا بمساعدتك

 .شكراً لاختيارك لندن كاب

Agent Name

London Cab Signature"

• Use the customer's preferred language and switch languages if the customer does.

• Use English if the customer's language is different from English.

• Use correct punctuation to maintain the intended meaning in both languages (Arabic and English).

• Maintain the correct sentence structure & Grammar in both languages (Arabic & English).

• Avoid using abbreviations, slang, or overly casual language.

• The agent should Avoid engaging with the customer in any personal conversations or topics or being over-friendly.

• Avoid using slang expressions or informal language (Honey/darling/nicknames)

• Avoid using negative expressions (Unfortunately, problem, We can't do that) or ordering language (You have to, you must, That’s the policy, and we can’t change it)

• Address the customer by their correct name and gender.

• If the customer’s name is unisex, default to using the masculine gender unless the customer explicitly indicates their gender through language or specific references.

• If the customer introduced himself with a certain title or position (Dr. / Eng., etc..) you should use it.

• Check the customer's name on the dispatcher and use it if it is not clear in the contact info.

• If the customer mentions a different name than the one registered on the account, use the name provided by the customer

• Use empathetic phrases like "I can imagine how inconvenient that is for you" or "I’m really sorry to hear that you’re going through this" help build rapport and trust.

• Show caring and be genuinely interested in solving their problems.

• Apologies should not be excessive, and if used more than once, they should be rephrased.

• Your tone of voice in the chat depends mainly on the word choice and speed of the messaging and structure of the sentence.

• Your tone of voice must be respectful, clear, active, and enthusiastic during the conversation

• Always offer the best solution for the customer depending on his requirments. 

• Clearly restate any actions taken, such as new bookings, modifications, or cancellations, by confirming the booking details, any comments, and the price.

• Follow the correct flow as per the KB

• Avoid a lack of concentration

• Avoid unnecessary or excessive holds.

• Avoid asking irrelevant questions.

• Ensure the correct questioning technique is used.

• "To book for the same number/ account using the saved card:

  • • Ask for the last four digits of the credit card before creating the booking if the account has Multiple Credit Card Numbers

• "To book for another number/ account using the saved card:

  • • 1-Before proceeding with the booking, request that the customer call from their registered number or offer to proceed with the booking using the number from which the customer is currently calling.

    • 2-If the customer insists, ask the customer to confirm the details below: 

      • • • • • Pickup or drop-off location. 

              • Date and time of the ride.

              • The last four digits of the credit card."

• Do not change the registered email on the customer profile to the caller's email if they are not the same customer, especially for sending invoices or any related data.

• Do not release or share the customer’s data with any other customer.

• Provide complete and accurate information, mentioning the related policy and adjusting it according to the scenario and ride type.

• Do not provide incorrect information and must stick to the knowledge base (KB).

• Avoid over-promising or giving false assurances about actions that cannot be fulfilled.

• Inform the customer that the SLA for any complaint is 48 working hours. If the complaint exceeds the SLA and is still pending, notify the customer that they will be updated ASAP, but the SLA will not be renewed for another 48 working hours.

• If the customer's main concern is performing an action through the app and you have already completed the request on their behalf, guide the customer through the steps in the app using the app's language.

• Respond to all of the customer's inquiries within the same interaction.

• Raise a complaint for the customer's issue if it requires investigation and will be resolved by another department.

• Do not avoid the customer by directing him to another channel or ignore any of his inquiries. Follow up with the customer, update him with the other department's feedback, and take ownership of the case.

• The agent should call the customer back if they have promised to do so. Avoid providing an irrelevant or incorrect resolution.

• "Early Wrap-up:

  • • Do not close the email without replying to the customer.

• Create the booking with accurate and complete details, including pickup and drop-off locations, date and time, and car type.

• Leave a comment with the detailed address, ramp request, car type if the customer specified a preferred type for "Open Day Rides," and any other special requests provided by the customer.

• Take the correct action for the modification (date, time, comment, etc..) as per the customer's request.

• Create a complaint with the correct details provided by the customer and update the complaint with the customer's comments in follow-up cases.

• Maintain professionalism and show a positive attitude (Patience/Respect) while managing emotions and stress.

• Maintain composure, patience, and self-control while handling an angry or frustrated customer.

• Maintain a polite and professional attitude and avoid aggression, shouting, debating, or any sarcastic attitude.

• Merge duplicate tickets related to the same customer and concern.

• Fulfill the ticket fields correctly, including contact reason, booking ID, ticket status, and agent name.

• Create a valid complaint with an accurate description, following the CARE template, and select the correct status (Complaint Pending)

• Add a call log for lost business cases in the dispatcher.

• Leave a private note in the ticket with any approvals, internal communication with other departments, and system errors or unfamiliar details (car type, price, etc..).

• Seek approval from the concerned department for exceptional cases such as new bookings outside the lead time or modifications/cancellations within the last hour of the pickup time, following the process as per the SOPs.

• Check availability before booking a van or Mercedes E 180.

• Check the booking for travel rides with the operations team for requests out of the safe time or any exceptional cases not covered in the KB.

• Reply to the customer's email using the appropriate email template from the canned responses.