PKT _ 1st Fortnight _ Jun'23 _ CS

Customer reaches out complaining that the cancellation fee of Rs.30 is added, what resolution should be provided?

• If cancellation fee of Rs.30 is added, then refund Rs.10

• If cancellation fee of Rs.30 is added, then refund Rs.20

• If cancellation fee of Rs.30 is added, then refund Rs.30

Customer is in a ongoing ride & asking to clear the previous due of cancellation charges added - agent refunded the amount. What is the disposition for the scenario?

• Cancellation Charges - Cleared previous due

• Cancellation Charges - Cancellation Charges Refund

Captain took different route - due to which the final fare got increased, for this scenario agent should refund the difference amount.

• True

• False

Customer complains that the CP denied to take the alternate route which customer is guided, what will be the disposition for this scenario?

• Alternate Route/Navigation Issue - Non Live_Alternate Route

• Alternate Route/Navigation Issue - Non Live_Navigation Issue

Captain denied the online payment, what will be the disposition?

• Captain Denied Duty - Post Ride_Cash D_Service Gesture

• Captain Denied Duty - Post Ride_VOC & Info Given

Is it mandatory to credit 20 coins as service gesture, where the captain denied the online payment mode?

• Yes

• No

A customer approaches to you stating that he is facing issue while logging in the app. As a Customer Support executive what are you supposed to do?

• Check if customer has missed out on any latest update.

• Inform customer to login from any other number.

In case of 'unable to Login' disposition - are we supposed to remove IMEI and update the customer on it?

• Yes

• No

Customer says I want to delete my Rapido App forever. Are we going to probe the customer on the reason for it.

• No

• Yes

Will customer get Power-Pass benefit if the account is deleted?

• Yes

• No