We started launching the VIP SOPs in UAE only.
We started launching the New Customers SOPs in UAE only and we will follow the same VIP SOPs but without the additional compensation (20 AED) as the new customer will enjoy the same compensation amount as the normal customers (10 AED only).
We will start following the VIP SOPs for any tPro Kuwait Ordering/Food Complaints without additional compensation.
New Customers: we need to add "Welcome to talabat" in our scripts.
FYI: New Customers have less than 4 orders in their order history.
tPro VIP Customers: We need to add "tPro Customer" in our scripts.
Restaurant & Rider Call trials: 3 times within 2 mins.
Compensation process:
VIP Customer
We will use the normal compensation reasons (Missing Item - Main, Wrong Item-Main, etc....).
The customer will get the VIP Compensation "10 AED" automatically through the system since the customer is flagged to be a VIP Customer on 1VU & BOA.
We will inform the customer that he will get 20 AED added to his Voucher Wallet.
New Customer:
We will use the normal compensation reasons (Missing Item - Main, Wrong Item-Main, etc....).
New Customers will get the same compensation amounts as the normal customers (10 AED) without the additional amount.
We will inform the customer that he will get 10 AED added to his voucher wallet.
tPro Kuwait VIP Customer:
We will use the normal compensation reasons (Missing Item - Main, Wrong Item-Main, etc....).
tPro Kuwait Customers will get the same compensation amounts as the normal customers (0.5 KD) without the additional amount.
We will inform the customer that he will get 0.5 KD added to his voucher wallet.
For follow up cases, we will fill out this form.
VIP Following Up on Existing Case: If the customer contacted us for the 2nd time and the case was already submitted on the Follow Up Form, No need to fill out the form again try to solve the customer's issue and we succeeded, we will leave a clear comment that the case has been handled, and the correct CD will be Following Up on existing case, if the customer contacted us for a different issue, then the CD will be based on the root cause.
If the VIP customer was already compensated, no need to apply the compensation again and inform the customer that he/she was already compensated.