Customer Care Scenarios:
Dispose the Call/Ticket basis the scenario:
a) If Customer inquires about Upfront Pricing, then provide the required information and dispose the Call / Ticket as: Query > Billing Inquiry > Inquiry on Upfront Pricing
b) Customer complains that he/she was charged more than what was promised
Scenario 1 - Upfront is Applicable and Honoured
- If Customer is complaining about being charged more than promised – Inform that they have been charged as per what was promised
- Invoice Tab will show only Upfront Column
- Device Issue reason will not be visible in Route Tool
- OM debited and Cash Paid, Driver took extra money, Driver collected extra toll/parking – These scenarios has to be handled as per the defined process
Dispose the Call / Ticket as: Complaint > Billing Issue > Upfront Fares not honoured
Scenario 2 - Upfront is Applicable and Not Honoured
- If Customer is complaining about being charged more than promised – Look at the reason for deviation (hover over 'billing type' in CRM)
- If reason is destination change – Inform the Customer that it is due to change in drop location
- In case of any other reason - Direct customer to Self-Serve Article(Issue with Upfront charged Fare or Driver took long/incorrect route”)
- Invoice Tab will show both Upfront Column and Actual column – Explain the customer accordingly
- OM debited and Cash Paid, Driver took extra money, Driver collected extra toll/parking – These scenarios has to be handled as per the defined process
Dispose the Call / Ticket as: Complaint > Billing Issue > Upfront Fares not honoured
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