ID&V Procedure Quiz part 2

For outbound calls No pre-recorded messages are currently given, which means we must tell people that our calls are recorded for training and quality purposes. If the third party does not wish to have the call recorded, you will need to end the call. True or False?

• True

• False

Before transferring a call to a colleague what you should do?

• Advise if ID&V has been passed

• Provide the Booking Id and the customer query

• No need to do anything just transfer the call

• Inform the customer language

The person receiving the call must always ask the person transferring the call if appropriate data protection checks have been completed with the caller before the transfer takes place. True or False?

• True

• False

ID&V checks no need to be completed each time a call is transferred or each time a customer calls. True or False?

• True

• False

If you are transferring a call, before the call transfer takes place what kind of memo you should leave?

• A memo with the Booking ID

• A memo with the Booking ID and customer query

• A memo stating “ID&V COMPLETE”.

• None of the above

For calls transferred from any department outside of Rides CS a full ID&V process must be completed even if they have previously passed ID&V with the person transferring the call. True or False?

• True

• False

The Identifiers that are not accepted are the following

• Passenger name and email address

• Passenger phone number and email address

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

• Pick-up date and Passenger name

If a customer is contacting us regarding multiple Bookings what should we do?

• ID&V needs to be checked against each booking, however if information was provided that is repeated on the other bookings, we do not need to ask these questions again

• Just pass ID&V in the first Booking

• Pass ID&V in every Booking even though the information provided is repeated

• None of the above

When the customer contact us for multiple Bookings If one of the identifiers does not match the other booking(s), you will need to verify additional information from the list of accepted checks until you have verified 3 pieces of information. True or False?

• True

• False

When Travel Agents, Personal Assistants and other representatives contact us what should we do?

• Request 3 pieces of information

• We will still need to comply with GDPR and confirm the information with the Main Passenger. We can still converse via the correct email address

• Request an email from the email address in the Booking

• None of the above