Driver Related: Driver Denied Duty

Voice/Email Team:

Ola City Taxi/Ola Rental

Case1: Ride is scheduled

Outcall the Driver (Based on Scenario)

1. Driver Contactable - Check the cab status & communicate to the customer – Dispose the call as “Complaint > Ride Delayed > Cab Arrival Delay”  
2. Driver not Contactable  - Apologize and ask customer to wait or to cancel and book a new cab - Dispose the call as “Complaint > Driver Related > Driver Denied Duty”
3. Driver Denied Duty - Reallot the cab with reason 'Driver Denied Duty' (How to Reallot?) – Report Driver: Reason: Driver Denied Duty (How to Report Driver?) - Dispose the call as “Complaint > Driver Related > Driver Denied Duty”

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

Script: To guide to Self-serve: “Sir, I understand that the driver didn’t come for the booking and I apologise for the inconvenience caused. You can register your complaint on the self-serve section on the App itself and we will take appropriate action against the driver to avoid this from happening again. You will also get a detail of the action taken and an acknowledgement of your concern, by email/SMS. In the meantime, please go ahead and book another cab from the variety of categories that we have and we will ensure to provide you a great travelling experience”

Know: How to Dispose?

Case2: Ride is Cancelled 

1. Check on CRM to know the reason of cancellation 

* Select the cancelled CRN - To check the Cancel Reason in Summary tab 

2. Apologize – Inform to make a fresh booking 

3. If Driver is at fault - Report Driver: Reason: Driver Denied Duty (How to Report Driver?) - Dispose the call as “Complaint > Driver Related > Driver Denied Duty”

Educate customer to use Self Serve in future to raise a complaint (How to use Self-Serve) - Use Script mentioned above

Ola Share/Auto KP/Ola Outstation

Case1: Ride is scheduled

1. Apologize – Request customer to Cancel & make a fresh booking (How to Cancel the Booking?) – Dispose the call (as per scenario) as “Complaint > Driver Related > Driver Denied Duty” or “Complaint > Ride Delayed > Cab Arrival Delay” (How to Dispose?)
2. Educate customer to use Self Serve in future to raise a complaint (How to use Self-Serve) - Use Script mentioned above

Case2: Ride is Cancelled(Reason: Driver Denied Duty)

1. Apologize – Inform to make a fresh booking – Report Driver: Reason: Driver Denied Duty (How to Report Driver?)- Dispose the call (as per scenario) as “Complaint > Driver Related > Driver Denied Duty” or “Complaint > Ride Delayed > Cab Arrival Delay” (How to Dispose?)
2. Educate customer to use Self Serve in future to raise a complaint (How to use Self-Serve) - Use Script mentioned above

Email Team: 

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