10 Questions
Which department is in charge of accepting/rejecting the initial Driver flags?
Driver Operations Teams in cooperation (DRs for specific flags, DLs for other specific flags)
Which department is in charge of flag appeals (after they have already been approved initially)
Support
A Driver department member Direct Messages you to ask about an appeal you handled. What do you do?
Provide some general details about the case but if the person continues, ask them to contact your supervisor
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?
Reject the appeal. The Flag stays
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?
Remove the flag. You are merciful.
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?
Revert and reject the flag and apologize to the driver for the technical error
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?
Issue a Black flag
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 escalate the ticket to a supervisor (T1)
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?
Slack the supervisor and ask for an update
When adding a complaint into the complaint file, what are the most important things we need to pay attention to?
All of the above
This is part 2 of the final certification quiz for joining the Welcome Pickups customer support team! It includes questions from all material you studied throughout your training. Good luck!
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