CS- Process Knowledge Test- Sep'22 First fortnight

Customer complains that captain collected extra Rs.25(Cash), however captain denied the same. What will be the resolution?

• Not to provide any refund or coins

• Credit 25 coins in Rapido wallet

• Refund Rs.25 in Rapido wallet & debit the amount from captain account

• Credit 20 coins as service gesture

Customer complains that captain collected extra Rs.35(Digital payment) & shared the valid screenshot. What will be the resolution?

• Refund Rs.35 in Rapido wallet

• Call the captain & seek the confirmation

• Credit 35 coins

If a customer only mentioned "Hi" & not responded in chat/calls. What will be the disposition?

• Customer side issue

• Chat drop off

• Captain collected extra

• None of the above

How many attempts to be made to a customer for the chat drop-off scenario?

• 2 consecutive attempts

• 1 attempt to be made

• 3 consecutive attempts

Customer complains that captain demanded extra, what will be the first step of an agent?

• Apologize & provide assurance

• Directly provide the resolution

• Without apology directly go with further probing

Select the right statement.

• Can you tell us mode of payment you paid to captain

• Request you to kindly confirm the mode of payment through which you have paid to captain

• Tell me mode of payment

In case of 'Demanded Extra' do we credit coins as a service gesture?

• Yes

• No

If a customer comes to you saying that his mobile number is changed and he wants to update the new number in the Rapido Application. Will you as a chat agent update the new number of the customer on his existing profile dashboard?

• Yes

• No

A customer books a ride and the captain assigned for the ride collects 20 Rs extra from him. As a chat agent under what disposition will you mark the issue of the customer?

• Collected Extra

• Demanded Extra

If a customer is using an alternate number we can only refund the 'Add Money' balance to his WSR. is the statement True or False:-

• True

• False