Vehicle Related: Wi-Fi Issue

For City Taxi/Ola Rental:

Voice/Email Team:

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

Learn: (How to Dispose?)

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)

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) 

Escalation Team (Only when it is escalated):

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

Disposition: Complaint > Cab quality > Wi-Fi Issue (How to Dispose?)