Vehicle Related: Poor Cab Quality - Cab/Auto KP

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

Voice/Email Team:

1. Apologize - Inform feedback has been recorded 
2. Report Driver - Reason: “Vehicle not Clean” (How to Report Driver?) - Dispose the call
3. If customer not convinced – Transfer to Escalation Desk – Disposition: Other > Call Transfer > Supervisor

Note: For Select Customers -

Voice Team:-

Raise a ticket (Complaint > Cab quality > Poor Cab Quality) (How to Raise a Ticket?) to Grant a Coupon as a Token of Apology (TOA)

Email Team:-

Mark Offence (How to Report Driver?)  - Grant a Coupon (How to Grant a Coupon?)

Educate customer to use Self Serve in future to raise a complaint (How to use Self-Serve) 

Email Team: 

1. Follow the steps mentioned above.
2. Submit the ticket as the“I am Solving this Ticket” and send an acknowledgement email to the customer. (How to Solve/Escalate the Ticket)

Escalation Team (Only when it is escalated):

1. Convince the customer – As per Ola policy, action will be taken –Please leave a private note if the Offense is already marked.

Disposition: 

For Cabs: Complaint > Cab quality > Poor Cab Quality 

 For Auto KP: Complaint > Vehicle Quality > Poor Vehicle Quality

 Learn: (How to Dispose?)