Driver Related: Driver Behavior

Voice/Email Team:

For City Taxi/Ola Rental/Ola Share/Ola Auto:

Case 1: Physical Abuse/Accident.

1. Transfer to SRT (How to transfer call to SRT/Escalation Desk?) 
2. Dispose: Other > Call Transfer > Supervisor(How to Dispose?)
3. Call doesn’t get connected – Raise a ticket – Complaint > Safety > Unsafe Ride Experience (How to Raise a Ticket?) & Arrange a call back through Floor Supervisor

Case 2: Generic behaviour issue

Script: - “We value your feedback & will ensure, a stringent action is taken against this complaint”.

1. Report Driver: Reason– Unprofessional Behaviour (How to Report Driver?)
2. Educate customer to raise a complaint using Self Serve in future (How to use Self-Serve) 
3. Dispose: Complaint > Driver Related > Driver Behaviour (How to Dispose?)

For Outstation Cabs:-

Case 1: Ride in Progress

1. Transfer the call to SRT (How to transfer call to SRT/Escalation Desk?)
2. Call doesn’t get connected – Raise a ticket – Complaint > Safety > Unsafe Ride Experience (How to Raise a Ticket?) & Arrange a call back through Floor Supervisor

Case 2: Ride Completed

1. Apologize - Report Driver: Reason– Unprofessional Behaviour (How to Report Driver?)
2. Dispose: Complaint > Driver Related > Driver Behaviour (How to Dispose?)

SRT Team: Follow the process as defined