PKT_CYCLE 1 - March'23

Referral - Customer comes and says “How do I refer a person to Rapido?”

• Response should be like - If you’re liking our services and want to refer a person, navigate to the Menu section on your app and Click on Invite Friends to share your referral link. You can check the Total Rewards earned from your referrals on the same page. Feel free to reach out to us for further assistance.

• Response should be like - Uh oh! We are sorry to inform you but in case you missed to use the referral code, you won’t be able to refer to anyone.

Scenario - Female Rider Safety

• Sub tag/ Case form - Safety

• Sub tag/Case form - General Enquiry

FRT stands for

• First Response Time

• Full Response Time

Soft Close is done when

• We are waiting for the customer to provide us with some details like ride id or registered phone number

• We have resolved the issue but we are waiting for the customer to respond to the CSAT survey triggered.

What is order archival?

• Orders/Rides of more than 3 months old will be archived/removed from the customer app. Customers will not be able to view their rides which are 3 or more than 3 months old.

• Order/Rides that have been canceled by the customer or the captain will be removed from the customer app. Customers will only be able to view the rides that they have completed.

Scenario - Captain demanded extra cash, customer did not take the ride.

• Parent tag - Captain Quality

• Parent tag - General

 Scenario - Captain demanded extra cash and customer was forced to pay the same, now customer wants refund.

• Send the First Response and Soft Close

  After he shares his no, ask the exact amount paid to the captain and screenshot if paid through Online mode Confirm with the captain and update the cx

  If amt is less than 50, refund without calling

• Send the First Response and Soft Close

  After he shares his no, ask the exact amount paid to the captain and screenshot is paid through Online Mode

  Call both the Customer and Captain and cross check

  Ask the Captain to refund back the extra amount to t6he customer and send the screenshot

 A customer named Priya came on Twitter and wrote this - “Rapido captains are always charging extra money from their customers. This is very annoying”

 Which one of the following  is a better response?

• We are sorry to have not been able to provide you with the best commute experience, Priya. Please share your registered mobile number and the ride details over to [e-mail],so that we look into this matter and help you out in the best possible way.

• Hi Priya, we are sorry to hear that. Please send us an email at [e-mail] and our team will address the concern further.

What is the term we use when customers use the app to send items?

• Rapido Local

• Rapido Dunzo

While going OFF playmode, it is absolutely necessary to -

• Pause, and then select the reason for going OFF playmode.

• Resolve all the tickets in your bucket and then only you can go OFF playmmode.