ID&V Procedure Quizz

For Inbound & Outbound Customer Calls the priority is to get: Passenger’s full name, booking/trip reference and pick up date or time. True or false?

• True

• False

Before confirming ID&V you should **not** ask if the caller is the Main Passenger on the booking, just need to ask the 3 pieces of information and it will be passed as soon the person on the phone provide the information. True or False?

• True

• False

If the caller is not the main passenger, check with the Main Passenger whether the caller is authorised to speak on their behalf. If the caller is neither of these then you cannot disclose or change any element of the booking. ID&V checks must have been completed with them before you go on to speak with their nominated person. True or False?

• True

• False

If the Main Passenger added in the Comment Section that they have nominated an alternative person to speak on their behalf, you cannot complete ID&V or continue the conversation with the nominated person. True or False?

• True

• False

If booking reference or pick up date/time cannot be obtained, which other piece of information you should confirm?

• Number of Passengers

• Driver details

• Pick-up / drop off location

When calling the customer (outbound call) you can use the customer’s first name. True or False?

• True

• False

Before making any changes to bookings, please check that the customers email is the same as the one used when the booking was made. In addition, you will need to confirm 2 of the following.

• Booking/Trip ID and Pick-up / Drop off location (if the email is correct you just need 2 identifiers)

• Amount of passengers and Return trip or single (not the booking/trip ID)

• Supplier or driver name and Last 4 digits of the card used on the booking

If the customer is contacting you from a different email address than the one on the booking, what would you do?

• Send ID&V fail macro

• Ask customer to contact us from the email in the Booking

• If three others identifiers are provided you can fulfill the query, if not reply to the email requesting 3 pieces of information

• Full-fill customer query

If the customer has a typo in their email, (examples: .con instead of .com, yaho.co.uk instead of yahoo.co.uk) and email you from the right email what would you do?

• Amend the email in the Booking

• Amend the email in the Booking and fulfil customer query

• Confirm 3 pieces of information before amend the email in the Booking then fulfil customer query

• Send ID&V fail macro

When contacting the customer per a request received from a third person party, you can add the Booking ID in the title of the email. True or False?

• True

• False