Embedded Files
October Quality Tips
October Quality Tips
Reminder:
Reminder:
Double Charge:
Complaint Creation Rules:
https://sites.google.com/view/agmknowledgebase/customer-care/complaint#h.8s3du2ks737g
Negative Balance (SAP or Pending)
Reminder:
Reminder:
Provide alternative car:
Negative Balance (SAP or Pending):
Promo Code Issues
https://sites.google.com/view/agmknowledgebase/customer-care/complaint/promo-code-issue
September Quality Tips
September Quality Tips
How To Apply for A Job/ as A Driver:
How To Apply for A Job/ as A Driver:
If the customer asks how to apply for a job, please provide this link: https://sites.google.com/view/agmknowledgebase/customer-care/inquiry/i-want-to-be-a-part-of-lc/do-you-have-any-job-openings-at-london-cab.
If the customer asks how to apply as a driver, please provide this link: https://sites.google.com/view/agmknowledgebase/customer-care/inquiry/i-want-to-be-a-part-of-lc/i-want-to-join-london-cab-as-a-driver
Driver's Location At the Airport:
Driver's Location At the Airport:
The driver will be waiting for the customer in the parking lot of the chosen terminal at the airport.
For Terminal 1 & 2, once the customer is almost at the gate of the terminal, the driver will move from the parking lot to meet the customer by car, as waiting in front of the gate is restricted in the CIA
For Terminal 3, the driver will leave the cab in the park and move to meet the customer on foot to help with any luggage and escort the customer to the Cab's location in the parking area, as access to Terminal 3 arrival gates is restricted to vehicles.
Extra Hold Amount Not Refunded:
Extra Hold Amount Not Refunded:
Confirm Ride Details:
Confirm Ride Details:
Please note the following when confirming ride details:
Confirm the address directly from the ride details, not from the ticket list, to ensure you provide the complete and accurate address.
Always check and confirm any notes found in the customer comment section.
Confirm the airport along with the terminal number when applicable.
Social Media Positive Feedback:
Social Media Positive Feedback:
Please note that one of the below replies (to be rotated) should be used whenever a customer provides positive feedback (text, not story) on our social media platforms:
Thank you so much for your kind words! We're so glad you had a great experience with us!
That means a lot to us! We're happy we could make your experience a great one.
Thanks for sharing your feedback! We're so glad you had a great experience with us!
Always take corrective action on the ticket you are appending the conversation to, if needed. The only field that should remain unchanged is the agent name, which must stay under the agent who originally created the ticket.
When you receive a concern from the customer related to an existing complaint, email, or internal email from operations, leave an internal note in the related ticket documenting the action taken or the information provided.
If the customer didn't mention the reason of cancellation, it is mandatory to ask the customer for the reason and leave the reason in the comment section.
If it is due to an issue or complaint, try providing the customer with a solution depending on the issue type.
Link: https://sites.google.com/view/agmknowledgebase/customer-care/request/cancellation/limousine-ride
It is important to confirm the booking for London Cab or Limo, including any comment details if provided.
Not following this step will be considered as missing information.
August Quality Tips
August Quality Tips
Ticket Description Accuracy
It is important to keep ticket descriptions brief, accurate, and correct.
Example:
If a customer requests to modify a ride from 2:45 PM to 3:30 PM, but Operations confirms it can be modified to 3:15 PM, the ticket description should reflect this accurately.
Incorrect Example:
Starting 1st September, any incorrect, incomplete or inaccurate ticket description will result in a 0% score for the ticket.
Car Plate Number
When providing the car plate number to the customer, do not include the English letters, as they are system-related and not part of the actual plate number. The plate number consists of Arabic letters and numbers only.
Sharing Guidelines/App Steps
When sending any app steps or guidance to customers, please divide your response into two lines per message.
Booking Reference Field Usage
Avoid using the booking reference ticket field for any additional notes (ride type, etc.)
This field should only be used as communicated, as adding other details is unnecessary and may cause confusion.
In cases where the customer requests to reach the hotline, refuses assistance through chat support, and does not clarify the concern, the contact reasons to be applied are:
Contact Type1: Other
Contact Type 2: Follow up / Transferred call
Contact Type 3: Transferred call
Failed transactions due to a block
Failed transactions due to a block
The card can be blocked due to multiple failed payment attempts, such as entering an incorrect CVV, suspected fraud, or exceeding the daily transaction limit.
For national cards: the card will be blocked after 10 failed attempts.
For international cards: the card will be blocked after 5 failed attempts.
Once a transaction is blocked by the fraud check, the card will usually remain inactive for 24–48 hours, depending on the bank’s policy.
During this period, the customer will not be able to complete new transactions using the same card.
The customer will need to either use a different card or wait until the blocked card is automatically reactivated.
Note: You can identify multiple failed payment attempts by checking the customer's trip history, if there are 10 rides marked as "Pending Payment", this usually indicates repeated failures.
Reply: "Send it in two separate messages."
Your card has been temporarily blocked by the bank’s security check. It will automatically be reactivated within 24–48 hours, depending on your bank.
Alternatively, we can book the ride on your behalf and send you a secure payment link. By completing the payment through this link and entering your CVV, you can avoid the transaction being blocked.
Agent Name Ticket Field:
It is mandatory to check the "Agent Name" field after creating the ticket. If it is not assigned, please select your name and click "Update"
Not selecting your name in the ticket field will be considered a critical error, resulting in the transaction failing with a 0% score.
Ride Details Confirmation:
When the customer contacts us to confirm the ride details or any specific detail, you are required to provide all ride details, including any note in the “Customer Comment” section if available.
Providing Car Types & Capacity:
You are required to provide all available car types along with their capacities, unless you have already confirmed with the customer that they are only interested in the capacity of a specific car type. If the customer specifically asks about one car type, confirm whether they would like details only for that car or for all available options.
Prime Label Clarification:
The “Prime” label next to a customer’s name does not necessarily indicate that the customer has recently subscribed. Always verify the validity date before sharing any related information.
Driver-Related Issues:
All driver-related concerns must be escalated, whether to properly support the customer due to a negative experience or for internal investigation. For more details, please refer to the relevant topics in the SOP.
Offering the Right Solution:
It is mandatory to offer the appropriate solution, product, and pricing based on the scenario. For guidance, please refer to the Upselling & Cross-Selling attribute in the quality scorecard.
System Limitation Communication:
Under no circumstances is it allowed to use phrases like “due to system issues” when speaking with customers.
If there’s an outage, use the official Outage Script.
Otherwise, provide a suitable alternative without highlighting internal system limitations.
App-Related Handling:
It is not allowed to advise the customer to delete the app, delete their account, or sign out as a solution, nor should you encourage them to do so.
Translation Accuracy:
Any information written in English in the SOPs must be accurately translated into Arabic when needed, without altering the original meaning. If you face any challenges, please ask your manager for support.
Knowledge Topics Review:
Please review the topics related to “Non-LC customers who want to join as drivers” and the “Referral Program.” If you identify any knowledge gaps, escalate them to your manager so appropriate action can be taken.
Contact Type L3 - Complaint Related
L3 should only be selected as "Investigation Required" if the case is being escalated to the Complaints Team. No other option should be used at this stage.
All remaining options in the list of the contact type L3 will be selected by the Complaints Team based on the outcome of their investigation.
Floor Support Needed
Floor Support Needed field must be filled out accurately as follows:
Yes – Team Lead: If you received support related to the interaction from Mostafa Mohamed or Mohamed Hamdy, select this option and leave a private note mentioning the name.
Yes – Quality: If you received support related to the interaction from myself or Ahmed Ragy, select this option and leave a private note mentioning the name.
Yes – Call Center: If you received support from the related to the interaction Call Center team, or as per the process, select this option and make sure to use 3CX.
Failure to fill in this field or providing incorrect information will be considered a critical error affecting business reporting, and the interaction will be scored 0%.
July Quality Tips
To Avoid Confusion When Selecting Contact Reasons:
When handling cases where the customer is confirming the capacity of a car type, regardless of whether a ride is already booked, please select:
General Inquiries → Terms & Conditions → Capacity Policy
Even if the ride was already booked, the customer's main concern is understanding the capacity limits, not the vehicle type or specific booking details. The focus here is on the capacity policy itself, which falls under our general T&C inquiries.
Chat Verification Process
If the customer has two numbers on the account details section on Freshdesk, it is okay to verify using both numbers
Additionally, it is okay to verify if the number is in the ride comment, in the notify by SMS field, or in the account contacts
Out of Coverage Area/s Freshdesk Tickets
It is mandatory to fill the ticket field under "Booking Reference on Dispatcher" with the uncovered area that the customer mentioned, instead of entering “0”. The format must strictly follow:
📌 Governorate – Area – Map Location Link
Failure to follow this requirement will result in a 0% score for the interaction due to a business-critical error under: Take the correct system action to ensure accuracy in business reporting.
Outbound Call Process "Chat Team"
1. If the customer initiates the chat requesting a call:
The agent should first offer assistance via chat. If the customer insists on a call, the agent must arrange it by escalating the request to the call center via 3CX, leaving a private note with the relevant details.
2. If the customer requests a call during the conversation:
The agent must confirm whether the customer still wishes to receive a call or if their concern has been fully addressed during the chat.
If the customer still requests a call, the agent must escalate the request to the call center via 3CX and leave a private note with all relevant details to ensure proper follow-up.
Escalations (I need to talk to manager:
If the customer asks to speak to a manager, the agent must contact their direct manager "Mustafa Mohamed" via 3CX and request that you call the customer.
Wrong Booking & Double Booking:
https://sites.google.com/view/agmknowledgebase/customer-care/cac-team/payment-charges-issues/wrong-booking https://sites.google.com/view/agmknowledgebase/customer-care/complaint/pricing-issue/double-booking
Airport Ride (Departure / Arrival hall Definition):
Driver is not at the location:
I Want To Change My Profile / Account Details:
Time Modification (Confirmation Mail):
https://sites.google.com/view/agmknowledgebase/customer-care/request/ride-modification/date-time
Location Modification (Confirmation Mail):
How To Use Vouchers/Birthday Promo/Loyalty Points:
Promo Code Application Rules with Existing Fixed Discounts (Prime):
https://sites.google.com/view/agmknowledgebase/customer-care/inquiry/booking-related/prime-service
How To Find The Driver At The Airport?:
https://sites.google.com/view/agmknowledgebase/customer-care/inquiry/how-can-i-findcontact-my-driver
Airport- No show policy:
Driver's Tip Invoice:
https://sites.google.com/view/agmknowledgebase/customer-care/request/requesting-e-bill-or-vat-invoice#h.hizrdegbxu2w
Wrong Route (Internal investigation Vs. Esclation):
I Want To Add Another Number On My Booking:
June Quality Tips
Adding Funds To The Customer's Balance
Adding Funds To The Customer's Balance
since the SAP system update has been completed, the customers can now add balance to their wallet in the application/account as usual.
Refer to the relevant SOP link to check the steps: https://sites.google.com/view/agmknowledgebase/customer-care/request/adding-funds-to-the-customers-balance
Waiting Policy vs. Modification
If the customer contacts us requesting to postpone their trip but cannot provide a new pickup time:
➤ Provide the Waiting Policy and advise the customer to contact us once they know the new pickup time, at least one hour before the original pickup time.
Contact Reason
Contact Type 1: General Inquiries
Contact Type 2: Terms & Conditions
Contact Type 3: Waiting Policy
If the customer contacts us requesting to postpone their trip but you're unable to modify it due to the modification policy
Contact Reason
Contact Type 1: I want to modify my booking
Contact Type 2: Change time (Keep same day) / Change pickup/dropoff / Change date
Contact Type 3: Customer kept original plans
If the customer asks to modify the trip, but you find that the pickup time has already been changed (by the customer or another agent),
➤ Confirm the modification with the customer.
Contact Reason
Contact Type 1: I want to confirm my ride
Contact Type 2: Ride details
Contact Type 3: Confirm Pickup Time
Secondary Number vs. Contact Number
Do not advise the customer to add a secondary number from their side, as this option is not available through the app.
Do not recommend adding a secondary number from our side either, as it will not receive any communication related to the service or the booked trip.
Instead, you can recommend the customer to add the new number as a contact number, so it can receive communication related to the booking if added to the trip.
Airport Rides Confirmation:
Airport Rides Confirmation:
It is mandatory to confirm the terminal number in your message to the customer, regardless of whether the airport is the pickup or drop-off location.
Limo Modification Guidelines:
Limo Modification Guidelines:
The Limo Ride can not be modified form the customer from the customer app, it only can be done from our side.
If the customer requested to modify the pickup time / Location or the Dropoff location out of the same (within 24 hrs. of the pickup time), please check availability with the operations teams through the call center.
If the modification is available as per the operation team, please modify the booking based on the following guidelines of location modification.
If the customer requested to modify the Pickup or the Dropoff location, please follow the below:
If the new location is in the same area of the original one, leave the booking as it it and just leave a comment with the new detailed address
If the new location is far away from the original one, Cancel the original booking and rebook with the new location.
If the new location is in the same city it means the ride type is a Safe ride not Limo, and in this case you need to cancel the original booking and reissue a new one.
Please check the Payfort in case of cancelling the booking to take the proper action upon
Modifying The Ride Comment:
Modifying The Ride Comment:
If the comment is already inserted by the customer, follow these steps based on the comment’s language:
If the comment is in Arabic:
Confirm to the customer that their comment has appeared successfully and will be taken into consideration.
If the comment is in English:
Write the comment in Arabic on your side, then confirm to the customer that it has been added successfully.
Ride Request Outside Coverage Zone:
Ride Request Outside Coverage Zone:
If the customer requested a ride with a pickup or drop-off location outside of our coverage zone as an exception, such exceptions cannot be accommodated at the moment.
English Reply
We sincerely apologize for being unable to accommodate your ride request as it is outside our coverage zone. We regret any inconvenience this may have caused.
If you have any questions or require further assistance, please don't hesitate to contact us. We appreciate your understanding and thank you for considering our services.
Arabic Reply
نعتذر عن عدم قدرتنا على تلبية طلب رحلتك نظرًا لكونه خارج منطقة تغطيتنا. نأسف على أي إزعاج قد يكون قد تسببنا فيه
إذا كان لديك أي استفسارات أو تحتاج إلى مساعدة إضافية، فلا تتردد في الاتصال بنا. نقدر تفهمك ونشكرك على اهتمامك بخدماتنا
Ride Confirmation Template:
For any customer who's asking to confirm his ride details, confirm the ride using the following template
Your ride has been successfully confirmed with the following details:
Ride ID:
Pickup Time:
Pickup Location:
Drop-off Location:
:تم تأكيد رحلتك بنجاح بالتفاصيل التالية
:رقم الرحلة
:موعد التحرك
:مكان التحرك
:مكان الوصول
Add Another Number to the Booking:
If the customer requests to leave a comment with a different contact number, please follow these steps:
Leave a comment with the number in the booking comment section.
Add the contact number in the “Notify by SMS” field.
Confirm to the customer that the number has been added and will be used to receive the driver’s details.
Avoid splitting a single idea across multiple short messages. Instead, send a well-structured, complete response in one clear message. This improves professionalism, reduces customer confusion, and enhances the customer experience by presenting information in a clear and respectful manner
Don't
Do
.نظرًا لأن أسعارنا متغيرة وليست ثابتة، فقد تختلف بحسب وقت الحجز والتوافر يا أستاذ محمد
.يتم تقييم الأسعار بعناية من قبل فريق متخصص، مع مراعاة عدة عوامل تشمل حركة المرور والوقت والمسافة
When the customer asks why he was charged waiting fees, you should follow the steps below:
Check the scheduled pickup time.
Check the actual pickup time.
If the actual pickup time exceeds the free waiting time, clarify the following to the customer:
The scheduled pickup time
The actual pickup time
The allowed free waiting time
The extra minutes that led to the charge
Example:
After checking your trip, I can see that your ride was scheduled for 8:00 AM, and the actual pickup time was at 9:15 AM. Please note that the free waiting time is 45 minutes, and each additional minute is charged at 7 EGP. Therefore, you were charged 210 EGP as waiting time fees.
If you compare the pickup time with the actual pickup time and find that the customer was mistakenly charged, do not explain the details. Simply inform the customer that you will file a complaint to investigate the charges.
May Quality Tips
If the customer requests a call to make a reservation, please do not follow the standard process of advising him to book through the app. Instead, contact the call center, provide them with the customer's contact details, and inform the customer that they will receive a call from our team to proceed with the reservation.
Do
Don't
Always ensure you're using the correct gender when referring to yourself while speaking with the customer. This helps maintain clarity and professionalism and avoids misunderstandings or confusion.
Attribute: Maintain a professional and friendly conversation, avoid using slang, and use positive phrases. (NC)
Sub-attribute: Formality and Clarity in Customer Communication
Make sure to consider the customer's gender, especially when using saved replies in Arabic.
Attribute: Mention the customer's name and use the correct gender. (NC)
Sub-attribute: Used incorrect gender.
Always customize your response to the customer’s specific inquiry.
For example:
If the customer has already provided the booking date or mentioned wanting to schedule a ride, you should provide only the relevant steps for the "Ride Later" option.
If the customer asks how to apply a promo code, your response should focus on the booking flow up to the point of entering the promo code.
Generic replies often sound robotic and unprofessional. The customer may feel you are sending a saved reply without addressing their actual concern. Additionally, lengthy generic messages may cause the customer to lose track and miss the intended answer.
Attribute: Manage call length effectively and following the correct flow. (NC)
Sub-attribute: Didn't follow the correct flow
Proper Closure Standard:
The final message in an interaction should always come from your side as a customer support, not the customer.
If you have already resolved a chat and created a ticket, but then it appears that the customer sent another message, you must:
Reply to the customer’s new message first.
Append that reply to the existing ticket.
Below is an example of the scenario:
Payment Issues Flow:
Please stop telling customers, “We only support Visa and MasterCard.” as a generic response. Instead, when handling payment issues:
Log into PayFort and check the Payment Option column to see which card type the customer used.
If the customer attempted payment with an unsupported card (American Express, etc), let them know:
“It appears your payment was attempted with American Express, which we do not currently accept. Please use Visa or MasterCard.”
April Quality Tips
Airport Rides Modification:
Kindly avoid advising customers to delay or move up their pickup time when they request a modification. This step is related to the original booking, not the modification process. Please refer to the following link for guidance
https://sites.google.com/view/agmknowledgebase/customer-care/request/booking/booking-flow/airport-ride
If the complaint ticket has no feedback, and exceeded the SLA, and the status is open:
If the complaint ticket has no feedback, has exceeded the SLA, and the status is still open, please avoid communicating the original SLA. Instead, inform the customer that we will follow up as soon as possible.
Showing Empathy When Required:
Showing Empathy When Required:
Please don’t apologize for something that isn’t an issue or not a problem from the company’s side. If you want to show empathy, you can use the following statement:
"We are sorry for the inconvenience this may have caused."
Maintain a professional and friendly conversation, avoid using slang, and use positive phrases. (NC)
Sub-attribute: Formality and Clarity in Customer Communication
Complaint description:
Complaint description:
You should address the customer's preferred contact method in the complaint description.
If the customer prefers to be contacted via mobile only, mention in the description: "Customer wants to be contacted via mobile only."
If the customer prefers to be contacted via email only, mention: "Customer wants to be contacted via email only."
If the customer confirmed to be contacted through both the same email and phone number, mention: "Customer wants to be contacted via both email and mobile."
If the customer provides a different email or phone number, include the updated contact information directly in the description
Take the right system action to avoid issues impacting the customer. (EUC)
Sub-attribute: Didn't confirm the customer's contacts.
Booking Flow: Mercedes-Benz and Van Categories
Booking Flow: Mercedes-Benz and Van Categories
Please stick to the standard booking flow as outlined in the Knowledge Base, including the Mercedes-Benz and Van categories.
Follow business processes and instructions. (BC)
Sub-attribute: Adherence to Standard Booking Flow
Take the right system action to avoid issues impacting the customer. (EUC)
Take the right system action to avoid issues impacting the customer. (EUC)
It is mandatory, when communicating with an internal department, to provide a brief overview of the customer's concern or request depending on the scenario and the department you're contacting and to include any required data.
Sub-attribute: Effective escalation and urgency communication.
Take the correct system action to ensure accuracy in business reporting. (BC)
Take the correct system action to ensure accuracy in business reporting. (BC)
It is mandatory to leave a clear private note regarding any check conducted with an internal department, including the name of the person, the department, and their response.
Sub-attribute: Didn't leave a private note with any approvals or internal communication.
Adhering to the Greeting Protocol. (NC)
Adhering to the Greeting Protocol. (NC)
If the customer contacts us again within 5 minutes to continue the same conversation and the chat is assigned to you, you must greet the customer again. However, do not use the standard greeting script—use a softer, more casual
English: Welcome back, Customer Name. or Hello again, Customer Name.
Arabic: شكرا لتواصلك مرة أخرى
Sub-attribute: Didn't follow the greeting script.
Important Note: If the customer contacts us again within 5 minutes, but the chat is assigned to a different agent than the one in the first conversation, you should greet the customer again using the standard greeting script to introduce yourself.
Complaint Process - Customer Contacts:
Complaint Process - Customer Contacts:
Ask the customer if they would like to be contacted at the same mobile number and email as in the previous ticket, or if they prefer different contact information.
Confirmation Question for the Customer: Would you like to be contacted at the same phone number and email address?
Note: If the customer does not respond to the question within 2 minutes, inform him that "You can reach out again if you wish to update your contact details."
Link: https://sites.google.com/view/agmknowledgebase/customer-care/complaint
Greeting Script in Arabic:
Greeting Script in Arabic:
You should consider the customer's gender in the greeting script and adjust the second part accordingly (معاك / معاكي - معك)
Link: https://sites.google.com/view/agmknowledgebase/customer-care/quality-guidelines-tips/chat-qa-guidelines?authuser=0#h.w39fvmhrls7x
Booking From our side using the saved card:
Booking From our side using the saved card:
Make sure to ask about using the saved card while booking from our side by properly mentioning the last four digits.
❌ No: Do you want to pay with the saved card?
✔️ Yes: Would you like to pay with the saved card ending in 1234?
Link: https://sites.google.com/view/agmknowledgebase/latest-updates/care-updates?authuser=0#h.d14c3fx2i6e8
Restate The booking after Modification in Arabic:
Restate The booking after Modification in Arabic:
Make sure to restate the modification action in Arabic with the correct structure.
❌ No: تم تعديل موعد نقطة التحرك إلى 02:00 صباحًا
✔️ Yes: تم تعديل موعد نقطة التحرك إلى الساعة 02:00 صباحًا
March Quality Tips
Loyalty Points:
Loyalty Points:
Loyalty points are frozen if the customer doesn't use the service for 3 months and are reactivated after completing a ride.
Void Authorization amount:
Void Authorization amount:
Please note that the amount may be captured partially depending on the scenario, such as canceling outside the safe time within the first part of the timeframe. In this case, only the fees will be captured, and the remaining amount will be voided automatically. Therefore, in Payfort, you will only see the captured amount, while the voided portion will not be displayed.
Link: https://sites.google.com/view/agmknowledgebase/customer-care/payfort-manual
Standard Closure:
Standard Closure:
Offer further assistance at the end of the chat and wait for the customer's reply.
If the customer doesn't respond, wait for 2 minutes before sending the closing script.
If the customer raises another concern after being offered further assistance, address the new concern and offer further assistance again.
Adhere to the closing script using the canned responses and resolve the chat immediately "Within 2 minutes maximum"
Since Closure:
Since Closure:
Use the “since closure” in case the customer drops off during the chat and the agent is unable to complete the resolution (Dropped), or if the customer is offline and does not clarify his/her concern (Silent).
Follow the 'since closure' script using the canned responses based on the status (Dropped / Silent).
The total duration for the “since closure” is 4 minutes: The first message should be sent after the greeting, the second message after 2 minutes, and then wait for 2 more minutes before closing the chat.
If The Customer Is Complaining hat He/She Was Trying To Call The Driver But He/She Didn't Pickup The Phone or Unavailable:
If The Customer Is Complaining hat He/She Was Trying To Call The Driver But He/She Didn't Pickup The Phone or Unavailable:
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
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.
Promise the customer that we will get in touch with him again to follow up within 2 business days.
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.
Promise the customer that we will get in touch with him again to follow up within 2 business days
Submit a complaint
Scenario 1: General Inquiry
Description: The customer's inquiry is very straightforward, and all that is required is to provide the information simply.
Example: Cab Capacity
Interaction Flow and Contact Reason:
Your answer should clarify the capacity and include the related policy: "Capacity & Luggage."
The contact reason will be General Inquiries → Terms & Conditions → Capacity Policy because the main concern was the capacity, not the luggage.
Scenario 2: A request led to an action
Description: The customer requested a specific action, and you will proceed with it based on a condition (safe time, availability, etc.)
Example: Ride Modification
Example: Ride Modification (Pickup Date).
Interaction Flow and Contact Reason:
You should update the pickup date.
The contact reason will be I want to modify my booking → Change Date → Done within safe time or Done out of safe time (based on the request time compared to the pickup time)
Scenario 3: Multiple requests should be handled with different actions.
Description: The customer had multiple requests, each requiring a separate action with two different contact reasons.
Example: Ride Modification (Pickup Time and Comment).
Interaction Flow and Contact Reason:
Your should update the time and leave a comment with the terminal number.
The contact reason will be I want to modify my booking → Change time (Keep same day) → Done within safe time or Done out of safe time Because the primary concern was rescheduling the time, not the comment.
Important Note:
You should select contact reason L3 as "Done out of safe time" if it was possible to modify the pickup time (by 1 hour, 6 hours, or 12 hours, depending on the ride type) after receiving approval from operations.
Scenario 4: A request can be fulfilled through two different actions, depending on the case.
Description: The customer requests can be fulfilled through different actions, depending on the case and feasibility.
Example: Ride Modification (Pickup Location).
Interaction Flow and Contact Reason:
You should update the customer comment with the new address, as long as the new location is in the same area as the original location.
The contact reason will be I want to modify my booking → Add/Modify comment → Address details Because the action taken is modifying the comment, not the location itself.
Scenario 5: An inquiry has two flows, depending on the outcome.
Description: The customer is inquiring about something, and the outcome has different probabilities that will lead to a specific flow.
Example: Confirming The Ride
Interaction Flow and Contact Reason:
First possibility: The ride is booked already
You should confirm all the ride details to the customer (Ride ID, pickup date and time, pickup and drop-off locations).
The contact reason will be I want to confirm my ride → Ride details → Confirm Pickup Time
Second possibility: The ride has not been booked
You should inform the customer that the ride was not booked and ask if he would like you to guide him on how to book it, or if he prefers you to book it for him
The contact reason will be I want to book → Guided customer to do it from their end Or Done from our side Based on the customer's preference
Airport Modification Via App
The Edit option is not available on the App for the 2nd leg of the airport round trips, if the customer raised a concern regarding not being able to modify the ride from his side
English Vs. Arabic
English Vs. Arabic
English
Pickup
Drop off
May I first have the honor of knowing your name to welcome you?
The saved card
One way ride
Round trip ride
The amount has been authorized
The amount has been deducted
Arabic
نقطة التحرك
نقطة الوصول
ممكن في البداية أتشرف بإسم حضرتك للترحيب؟
الكارت المسجل / البطاقة المسجلة
رحلة ذهاب فقط
رحلة ذهاب وعودة
تم حجز المبلغ
تم خصم المبلغ
Appropriate vs. Inappropriate Language (Arabic)
Appropriate vs. Inappropriate Language (Arabic)
Inappropriate
Inappropriate
إنطلاق الرحلة
السعر المتوقع للرحلة
تسيع
يتيح خصم
الكارت المحفوظ
بعد الفحص
سيتم
سحب المبلغ
تأخد رحلة
Appropriate
Appropriate
بدأ الرحلة
السعر التقديري أو التقريبي للرحلة
تتسع
يوفر خصم
الكارت المسجل
بعد المراجعة
سوف يتم
خصم المبلغ
تحجز رحلة
Appropriate vs. Inappropriate Language (English)
Appropriate vs. Inappropriate Language (English)
Appropriate
Appropriate
Rest assured, there is nothing to worry about.
For further information, please refer to the link above.
Could you please share the details of your concern, sir?
The cab accommodates up to 6 persons.
Could you please provide further clarification?
We would / I would
Noted
You mentioned that
Could you provide me
Okay
Inappropriate
Inappropriate
no need to worry at all.
You can learn more from the link above.
Could you please provide me with your issue, sir?
The Cab fits for 6 persons.
Could you clarify?
We'd / I'd
I got you
You told me that
Could you tell me
Ok
Preferred Language vs. Avoidable Language
Preferred Language vs. Avoidable Language
Confirming Trip Time
Yes
Yes
2:30 PM
12:00 AM
No
No
14:30 PM Or 14:30
00:00 AM
Typing Guidelines
Names, countries, and governorates should start with uppercase letters (e.g., Ahmed, Alexandria, Egypt).
Use a full stop at the end of sentences in English with no space before it, but leave a space after it. Do not use a full stop in Arabic.
Use a comma (,) in English sentences and (،) in Arabic sentences, with no space before the comma and a space after it.
Any sentence should start with an uppercase letter, even after a full stop.
Not following the above will be considered an error in the following attribute (Use correct language, grammar, sentence structure, punctuation, and pronunciation), resulting in a 6% deduction from the interaction score.
App Manual Usage Guide
Regarding any concern related to the App, you should use the below link and guide the custimer with the steps accordingly
Important tips:
For easier accessibility, you can press Ctrl + F and type a keyword related to the flow, such as (Loyalty Points, Voucher, etc.).
You must click on 'Slide Show' to ensure you get the correct flow without missing any steps.
Following business process and instructions.
It is mandatory to provide the customer with the FAQs link for driver details. Failure to do so will result in the interaction being scored as 0.
Take the correct system action to ensure accuracy in business reporting.
You should leave a screenshot from payfort as an internal note for any payment related investigation You should leave a screenshot from Payfort as an internal note for any payment related investigation
Following upselling & cross selling techniques
Always encourage the customer to download the application, and you can use the following script:
(We highly encourage you to download the app to make bookings, as it ensures the most accurate pickup and drop-off points. However, you can also call our hotline at 19670, and we will gladly assist you.)
Referral Code
The customer will be able to use the referral program through the app. He/She can invite his/her friends and family to use London Cab.
The Customer who sent the referral code (Referrer)
Will receive a 25% discount valid for 30 days if the referee uses the referral code during sign-up and completes their first ride.
The Customer who received the referral code (Referee)
Will get a 25% discount valid for 30 days if they used the referral code during sign-up and complete their first ride.
To know more on how to use the referral code from the app, check the "Customer App" guid.
If the customer signed up without using the referral code and inquires about how to use it, kindly inform them that the code is valid only during the sign-up process. However, they can use "Welcome30" on their first ride instead
This is Applicable to all in-city rides
Non-English-speaking customer
Non-English-speaking customer
If you receive a message from the customer in a different language, translate the message to understand the inquiry and respond with the relevant information in English.
Ex: The customer here was asking (Can I change the app to German?)
Reply: We would like to inform you that the app language is set to English; however, we are here to assist you with anything you may need.
Airport Promo Code
Airport Promo Code
If any promo code is available for airport rides, it applies exclusively to one-way airport rides unless explicitly stated otherwise as 'airport-round trip.
The Customer Is Requesting A Ride With A Pick Up Or Drop Off Outside Of Our Coverage Zone As An Exception
Such an exception cannot be accommodated at the time being and you should use the below reply to the customer
English Reply
We sincerely apologize for being unable to accommodate your ride request as it is outside our coverage zone. We regret any inconvenience this may have caused.
If you have any questions or require further assistance, please don't hesitate to contact us. We appreciate your understanding and thank you for considering our services."
Arabic Reply
نعتذر عن عدم قدرتنا على تلبية طلب رحلتك نظرًا لكونه خارج منطقة تغطيتنا. نأسف على أي إزعاج قد يكون قد تسببنا فيه.
إذا كان لديك أي استفسارات أو تحتاج إلى مساعدة إضافية، فلا تتردد في الاتصال بنا. نقدر تفهمك ونشكرك على اهتمامك بخدماتنا.
It's important to note that we do not cover specific areas due to business, safety, or strategic reasons.
Following the correct closing script
Offer further assistance after addressing all the customer’s inquiries.
If the customer responds with "Thank you," send the closure immediately.
If the customer replies with another inquiry, address the customer’s inquiry and then offer further assistance again.
If the customer does not respond, wait for 2 minutes before sending the closing script.
Sending the closing script in less than 2 minutes is considered an End User Critical error and will result in the transaction being scored as 0%.
Customer Contacts
Ask the customer if they would like to be contacted at the same mobile number and email as in the previous ticket, or if they prefer different contact information.
Confirmation Question for the Customer:
Would you like to be contacted at the same phone number and email address?
Note: If the customer does not respond to the question within 2 minutes, inform him that "You can reach out again if you wish to update your contact details."
Limo Availability
Limo Availability
We no longer check availability for limo bookings if the request falls within the safe time frame (24 hours or more in advance). For more information, please refer to the Limo Guidelines
In- City Modification Rules
These rules apply to both (Mobile & Call Center) bookings
The main rules are:
If the date is less than 60 minutes of the ride time, customer can't modify Pickup Date, Time & Location.
If the Payment Methods is Credit, the Pickup & Drop off Location can't be modified.
The table below applies to both channels, call center and Customer App, except for the 'To Customer' status, where modifications cannot be made from the Customer App. In this case you can modify the ride from your end without providing a modification steps through the App.
Inform the customer with the following: "I can see that the driver is on the way to you; however, I have made the modification on my end. Let me know if you need further assistance".
After checking the above rules, please follow the below rule depending on the ride type and status
Notes:
To take the action to modify the Pickup and/or drop off click here
Changing payment method is not available the only way is to cancel and rebook if the customer approves take the action but take into consideration the cancellation policy and weather or not the cancellation is within the safe time.
If the customer requests to modify the pickup or drop-off location to a specific airport terminal, you can leave a comment with the terminal number in the comment section.
Limo Modification
The Limo Ride can not be modified form the customer from the customer app, it only can be done from our side.
If the customer requested to modify the pickup time /Location or the Dropoff location out of the same (within 24 hrs of the pickup time),please check availability with the operations teams through the call center.
If the modification is available as per the operation team, please modify the booking based on the following guidelines of location modification.
If the customer requested to modify the Pickup or the Dropoff location, please follow the below:
If the new location is in the same area of the original one, leave the booking as it it and just leave a comment with the new detailed address
If the new location is far away from the original one, Cancel the original booking and rebook with the new location.
If the new location is in the same city it means the ride type is a Safe ride not Limo, and in this case you need to cancel the original booking and reissue a new one.
Please check the Payfort in case of cancelling the booking to take the proper action upon
Handling Urgent Cases
For Chat Team Support, the cases listed below are considered urgent and should be handled with a special process:
If the customer was frustrated and did not agree with the provided solution.
If the customer requested a call instead of continuing the chat.
If the customer requested an escalation or supervisor call and the issue cannot be resolved via chat.
Emergency situations such as safety issues, accidents, car breakdowns during the ride, harassment, or social media cases.
Please follow these steps:
Inform the customer that a member of our concerned team will contact them immediately.
Refer the case back to the call center for proper action and escalation.
Create a complaint in Freshdesk, including all relevant details of the incident.
Payment Issues & Payfort
Cancellation Guidelines
The customer can cancel his/her ride at different times however depending on the time of cancellation a cancellation fee might be applied as follows
When The Customer Cancels within the safe time the following will happen:
If the Payment method was a bank card the amount will be refunded to the customer's bank account within 5 working days depending on the customer's bank
If Loyalty Point or Balance was used this will be returned back to the customer's account
The used voucher will not be returned to the customer
You should ask the customer for the cancellation reason, add this reason as a comment to the ticket and choose the contact reason accordingly.
Ex: Could you kindly provide the reason for your cancellation? Your feedback is important to us and will help us improve our service.
If the customer refused to mention a reason just add "The customer refused to provide a reason".
You can cancel any ride with following status only (Open, Assigned, To Customer, At Customer, Standby).
Don't Cancel a ride with status "On the Way".
CAC Promos
To check the promotional conditions that are not included in the promo sheet and start with the formula "CXD", please search for the promo in Freshdesk.
Availability Scripts
Unavailability
We apologize for the inconvenience, but due to high demand, our cars are currently unavailable. We are unable to take requests at this time, so please try again later. We greatly appreciate your patience and understanding.
Airport Transfers
We apologize for the inconvenience, but due to high demand, our cars are currently unavailable. We understand how important it is to get to the airport on time, but we are unable to take requests at this time, so please try again later. We greatly appreciate your patience and understanding.
Hourly packages
We apologize for the inconvenience, but due to high demand, our cars are currently unavailable for Hourly Packages. We are unable to take requests at this time, so please try again later. We greatly appreciate your patience and understanding.
Change Account No.
Don't ever never advise the customer to delete the account.
Advise the customer that he/she can create a new account with the other number.
Greeting Scripts
In cases where the customer's concern is clear enough, please ensure the response does not include "How may I assist you?".
Arabic: أهلاً ####، شكراً لتواصلك بلندن كاب. معاك #### موجود لمساعدتك
English: Hello ####, thank you for contacting London Cab Egypt. My name is #### I will be assisting you today.
Adjust the first part of the greeting based on the customer’s message.
Do
Ex1: Good morning ####, thank you for contacting London Cab Egypt. My name is #### I will be assisting you today
ُEx2: "مساء الخير ####، شكراً لتواصلك بلندن كاب. معاك #### موجود لمساعدتك"
ُEx3:"وعليكم السلام ####، شكراً لتواصلك بلندن كاب. معاك #### موجود لمساعدتك"
Don't
Payfort
Authorized: The estimated fare that has been held on the customer's payment method during the booking process. This amount is a temporary hold and might differ from the final charge.
Captured: The actual amount that is charged and deducted from the customer’s account after the ride, reflecting the final fare based on the completed trip.
Bulk Messages
Stop replying in bulk messages, especially when providing actions that can be done through the app (how to book, cancel, modify, etc.) or other similar replies
Example for Correct Message
Example for Incorrect Message
Ticket Description
The ticket description should be concise and indicative of the chat scenario to provide a clear summary of the interaction.
Example for Incorrect ticket Discerption
Example for Correct ticket discerption
Example for Incorrect ticket Discerption
Example for Correct ticket discerption
The customer wanted to know the price of a ride from Madinaty to Cairo Airport
Using the correct language, grammar, sentence structure, and punctuation.
Writing "E-Cab" incorrectly will result in an error being flagged under the language, grammar, sentence structure, and punctuation attribute, even if it’s just a spelling mistake in the chat.
Requesting specific Driver
If the customer requests a specific driver or the same driver from a previous trip, please collect the necessary details from the customer and leave a comment with their request in the ride's comment section.
Inform the customer that they can also submit such requests by adding a comment to their booking in the future.
Additionally, confirm that the same driver can be assigned to their ride if the driver is available.
Contact Reason
Contact Type 1: I want to modify my booking
Contact Type 2: Add/Modify comment
Contact Type 3: Change comment
If the ride is already booked
Contact Reason
Contact Type 1: I want to book
Choose Contact Type 2 & Contact Type 3 based on the scenario
If the customer requested to book with specific driver
Edit Icon on The App
If the customer asked to modify the ride, please follow the steps below:
Check the Modification Rules:
Check if the customer's request is doable or not depending on the Modification Rules
Ineligibility:
If the booking can't be modified as per the modification rules, educate the customer with the proper solution or policy depending on the reason:
If the time is less than 60 minutes of the ride time, inform the customer that the modification should be done before an hour or more of the pickup time.
If the Payment Methods is Credit, and the customer wants to modify the location before more than hour of the pickup time, ask the customer to cancel the exiting booking and book a new one with the correct location.
Eligibility:
If the booking is eligible for modification but the customer claimed that he can't edit the ride from the application, ask the customer for a screenshot from the ride on the app.
If the screenshot shows that there's an edit icon, inform the customer that he can edit the ride from the "Pen Icon".
Modify the ride on behalf of the customer and provide him/ her with the modification steps from the App
If the booking is eligible for modification and pickup time is more than an hour away while the ride status is "To Customer", Modify the ride as per the customer's request.
Inform the customer with the following: "I can see that the driver is on the way to you; however, I have made the modification on my end. Let me know if you need further assistance".
Don't provide the modification steps through the App.
Lost Item
Lost Item
The Customer Is Complaining That He/She Dropped/Lost An Item With The Driver
A customer will reach out to share that he/she lost an item in one of his/her rides and asking for our support
Ask the customer about the details of the ride.
Get a full description of the item from the customer
Open the "Lost Item Reporting (Responses)" sheet to check if the item is included in the sheet or not and where it is at currently
If you found that item is on the sheet, YOU MUST BE 100% SURE THAT IT'S THE SAME ITEM
Inform the customer that we have found the item and whether it is with the captain or at the Roxy Hub.
Inform the customer that we will follow up with him on how he can receive the item within 2 business days.
If you found that item is not on the sheet
Inform the customer that we will reach out to the driver to check if he found the item or not
Inform the customer that we will follow up within 2 business days
Submit a Freshdesk complaint in both cases with the correct specifications, and ensure you include your investigation comment.
Limo Availability
Always check the available cars with the operations team before booking any rides "regardless the pickup date" after gathering the customer request specifications (Date, Time, One way, Round Trip, Open Day & Car Type).
Welcome 30
The promo code is automatically provided when the customer downloads the app for the first time and cannot be added manually.
Ride Modification
For Chat Team:
If the customer asked how to modify the ride through the App: provide the customer with the modification steps through the App.
If the customer asked you directly to modify the ride: Proceed with the modification from your side and then provide the customer with the modification steps through the App.
If it is not clear from the customer’s question whether he/ she you wants you to modify or if he/ she wants to know how to do it from the App, act according to the below:
If the customer is online in the chat: Ask him / her "Do you want me to modify the ride for you or you want to know how to do it from the App?
If he /she asked you to modify from you side: Proceed with the modification from your side and then provide the customer with the modification steps through the App.
If the customer asked how to modify the ride through the App: provide the customer with the modification steps through the App.
If the customer is offline in the chat:
Proceed with the modification from your side and then provide the customer with the modification steps through the App.
If the customer's Modification request is not clear(Date, Time, Comment, Location): Don't make any changes and provide the customer with the modification steps through the App.
Note:
You have always to check the modification rules first before proceeding with any action or providing the steps.
In case the customer is not eligible for modification according to the modification rules, it's mandatory to educate the customer with modification policy.
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