Podcast
Questions and Answers
Which department is in charge of accepting/rejecting the initial Driver flags?
Which department is in charge of accepting/rejecting the initial Driver flags?
- Destination Leads (DLs)
- Driver Recruiters (DRs)
- Support
- Driver Operations Teams in cooperation (DRs for specific flags, DLs for other specific flags) (correct)
Which department is in charge of flag appeals (after they have already been approved initially)
Which department is in charge of flag appeals (after they have already been approved initially)
- Destination Leads (DLs)
- Driver Recruiters (DRs)
- Support (correct)
- DRs for specific flags, DLs for other specific flags
A Driver department member Direct Messages you to ask about an appeal you handled. What do you do?
A Driver department member Direct Messages you to ask about an appeal you handled. What do you do?
- Answer them
- Ask them to contact your supervisor
- Provide some general details about the case but if the person continues, ask them to contact your supervisor (correct)
- Nothing, ignore them and block them on slack
A driver reaches out to you and appeals a DNS flag. You do the investigation, and realize that he left 5 minutes earlier than the end of the waiting time. What do you do?
A driver reaches out to you and appeals a DNS flag. You do the investigation, and realize that he left 5 minutes earlier than the end of the waiting time. What do you do?
A driver reaches out to you and disputes a Non-Welcomer flag. He says that even though he did not inform the support department of the non-welcomer, he did inform the traveller about this, well ahead of time. You check the chat history and indeed the driver informed the customer 24 hours prior. What do you do?
A driver reaches out to you and disputes a Non-Welcomer flag. He says that even though he did not inform the support department of the non-welcomer, he did inform the traveller about this, well ahead of time. You check the chat history and indeed the driver informed the customer 24 hours prior. What do you do?
A driver accidently received a Y16-Driver responsible from offline review yellow flag, and reaches out to you because he does not understand what this is or why he got it?
A driver accidently received a Y16-Driver responsible from offline review yellow flag, and reaches out to you because he does not understand what this is or why he got it?
You receive an email from a driver who is rude and abusive towards you, you have at no point used rude words or have been rude to the driver yourself. What do you do?
You receive an email from a driver who is rude and abusive towards you, you have at no point used rude words or have been rude to the driver yourself. What do you do?
I received a ticket, in the ticket i have a customer who is threatening to leave a social media review. How do you proceed?
I received a ticket, in the ticket i have a customer who is threatening to leave a social media review. How do you proceed?
I have a complaint that i have escalated to a supervisor, it has been more than 24 hours since i heard back from him, what do you do?
I have a complaint that i have escalated to a supervisor, it has been more than 24 hours since i heard back from him, what do you do?
When adding a complaint into the complaint file, what are the most important things we need to pay attention to?
When adding a complaint into the complaint file, what are the most important things we need to pay attention to?
