PKT - May 2nd Week

Customer complaints captain is using mobile and not know following the route map? What's the disposition

• Quality Issue (Captain Side)>Behaviour issue

• Quality Issue (Captain Side)>Distracted Driving

• Quality Issue (Captain Side)>Navigation Usage

• None of the above

Customer claiming for collected extra for offline ride? What an agent should do

• Agent should go ahead and refund the extra collected

• Agent should raise ticket for further investigation

• Agent should deny and educate the customer related to offline ride

Customer concern I am not able to login? What's the solution process

• Agent should educate to clear cache/data and retry.

• Agent should captain/customer account with same number and proceed

• Agent should Agent should captain/customer account with same number, get the error and proceed

• Agent should captain/customer account with same number, do IMEI clear and inform the customer

Powerpass benefits applicable to?

• Works for all Rapido Services

• Works for Link and Auto rides

• Works for Link only

Customer asking does Rapido services at 11pm? What's the disposition?

• Rapido Operations>Service Availability

• Rapido Operations>Operational timing

• Rapido Operations>Rapido services

Customer claims Rapido fares are high comparing to others?

• Tech Issue>Excess Fare

• Customer Wrong Claim>Excess Fare

• General Enquiry>Price high

• All of the above

Where CS agent can find location offer details T&C?

• Can see from order details and coupon applied

• Can see in dashboard page

• Both 1 & 2

• None of the above

Captain asked to change the payment to customer after ride. In turn customer raised concern. What's the disposition?

• Quality Issue (Captain Side)>Captain denied duty

• Quality Issue (Captain Side)>Denied Wallet Ride

• Quality Issue (Captain Side)>Behaviour issue

Customer paid Rs. 50 for bill amount of Rs. 46. Captain went off. Complaint raised on captain. Disposition should be

• Quality Issue (Captain Side)>Collected extra

• Quality Issue (Captain Side)>Demanded extra

• Quality Issue (Captain Side)>Out of change

Customer said hi and no bot in picture. And went unresponsive. Disposition should be?

• General Enquiry>Chat drop off

• General Enquiry>Others

• General Enquiry>No content