PKT_CS_Apr'23_1st Fortnight

If captain agrees that he didn't had the change to return, what will be the agent response to captain?

• Inform captain that we are debiting the amount & refunding to customer

• Informed captain that after swiping drop he has an option in APP to return the change from his wallet

• All of the above

Customer complaint is that the captain didn't returned change Rs.6, what will be the disposition for the scenario?

• Out of Change

• Paid/Collected Extra

• None of the above

Customer raised concern that the 'Captain was fined by RTO due to no or less papers', what will be the resolution?

• Apologize with customer & inform that we are taking feedback

• Credit customer 20 coins as service gesture

• Call the captain & inform him to keep all the papers handy

• All of the above

Customer raised concern that the 'Captain was fined due to traveling in no entry', what will be the disposition for the scenario?

• Traffic Fine - Captain & Customer not wearing helmet

• Traffic Fine - Customer not wearing helmet_helmet not provided

• Traffic Fine - No or less papers

• None of the above

Customer left his wallet in auto & requesting support to get it return(captain confirmed that he found the item in auto & he will return to customer). What will be the disposition?

• Item Missing - Non Live_Bike ride_Information provided

• Item Missing - Non Live_Auto ride_Information provided

• Order Not delivered - Bike_CR_Customer to pay

• None of the above

Customer left his baggage in the auto & captain confirms that no baggage found. What will be the resolution?

• Inform that we had confirm with captain & captain doen't have the item

• Rapido will not be responsible for the same

• All of the above

• None of the above

Customer complains that the captain demanded extra, what is the resolution?

• Apologize & take feedback

• Credit 20 coins as service gesture

• All of the above

A customer complaints the Customer Support that captain did not follow the route suggested by him. Here what are we supposed to do do as a Customer Support executive:

• Check the map followed in the order page.

• Apologize the customer

• Inform customer that we have taken the feedback and are collecting such feedbacks to make our maps more accurate.

• All of the above

Are we calling captain in the GPS/ Navigation Issue?

• Yes

• No

Should we validate the screenshot shared by the customer prior refunding the amount?

• Yes

• No