Voice/Email Team:
- Inform the Customer - Booking was confirmed post his acceptance of peak pricing charges only
- Empathise & Educate - If he was unaware
- Educate the customer on Ola share feature – Inform that he can get discounts upto 50% on the total bill
Script for Upselling Ola Share service: Sir / Mam, I would like to recommend our Ola Share Service in which you should be able to avail upto 50% discount on your rides, which would be economical. (In case if Hotspot is available in the customer location, then inform the features of Hotspot – No pick-ups on the route, Co-riders from same location, Rides @ up to 50% off) For this, you will have to just tap the Ola Share option in the app and proceed with the booking. Like our other valuable customers who shared tremendous positive response, we are sure that you would also experience the same.
Customer is convinced:
Disposition - Complaint > Billing Issue > Issue with Pricing & Select Type of Pricing (Peak Pricing, Dynamic Pricing, Differential Pricing or Others) (How to Dispose?)
Customer is not convinced:
- Transfer to Escalation Desk - Solve ticket - Other > Call transfer > Supervisor
- Unable to transfer - Raise a ticket - TAT "Within 48 hours" - Complaint > Billing Issue > Issue with Pricing & Select Type of Pricing (Peak Pricing, Dynamic Pricing, Differential Pricing or Others) (How to Raise a Ticket?)
Refer KB Article: Peak Pricing Explanation
Ticketing Team (only when ticket is escalated):
- As per Ola policy, refund can't be initiated
- Solve ticket - Complaint > Billing Issue > Issue with Pricing & Select Type of Pricing (Peak Pricing, Dynamic Pricing, Differential Pricing or Others) (How to Solve/Escalate the Ticket)
Escalation Team (only when a call is escalated):
- As per Ola policy, refund can't be initiated & leave an internal note
Disposition: Complaint > Billing Issue > Issue with Pricing & Select Type of Pricing (Peak Pricing, Dynamic Pricing, Differential Pricing or Others) (How to Dispose?)
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