(Set 1) True or False
True or False: We need to collect 3 pieces of information to pass the customer with ID&V?
Answer: True
3 pieces of information
-Main Driver's Full Name
-Reference Number/Email Address
-Pick-Up Location
If email address was provided:
-Also get Rental Duration
What are the two LOB's under TBU?
Answer: Cars and Rides
True or False: Customers in Rides can give good, neutral, and bad reviews for Customer Experts.
Answer: False
-Good or Bad (CSAT/DSAT)
Which LOB in TBU does not have a Quality Framework yet
Answer: Rides
What does TBU stands for?
Answer: Trips Business Unit
True or False: B.TBU Knowledgeable is where we can see the process information and the knowledge bank for Rides.
Answer: False
-B.TBU Knowledgeable is for Cars, while in Rides, we have the Help Centre in Zendesk.
What is Ignite used for in Cars and Rides?
Rides: To peg status (Rides, Coaching, EPS Break, EPS Lunch)
Cars: To handle email, live chat and peg status
Intranet has an on-going accuracy error in terms of the passenger capacity.
Answer: True
-This is where they need to check the category of the vehicle provided and sometimes check with the supplier to ensure it meets the customer's capacity requirements
What do we call the email transaction in Rides?(Clue: this also the highest contributor among all the channels)
Answer: Prebook
Channel:
-Phone
-Messaging
-Prebook
What animal was involved in the race during our Cars recap activity?
Answer: Duck
Customer Centrict Quality Framework is set by the client for Cars and Rides
Answer: False
-As of now, only cars has a quality framework
In what specific tab in Intranet do we process customer refund and supplier charge?
Answer: Courtesy Discount Tab
True or False: Basic covers are required for a rented vehicle, and insurance and protections are additional options that customers can add.
Answer: True
Insurance
-Zurich Full Protection Insurance
Protections
-Rental Cover Full Protection
-Rental Cover Extra Cover
In which function in CRBMS do customer experts request a refund if there is a cancellation exception?
Answer: Internal Mailer (IM)
What is the name of my co-trainer who joined the first day?
Answer: Jeff/Jeffrey/Jeffrey Jubinal
The cancellation policy for Cars to receive a full refund is 48 hours before the pick-up time, and the same applies to Rides.
Answer: False
48 hours for Cars, while it varies in Rides
This process is performed when a customer in taxi department experiences a driver no-show, and the customer expert has ensured that the driver and customer will not meet. The customer expert also needs to request an alternative ride in Uber Central for this process.
Answer: Pick-Up Recovery Process
Customer Experts in Cars offer customers Rebooks 24 or 48, as long as the customer books another reservation in exchange for the cancellation and refund of the original booking that is outside the policy.
Answer: True
This is what we call a refund process where the Customer Expert needs to fill out a Google form when the customer has provided them with the local taxi receipt after being advised to take a local taxi due to an issue.
Answer: Goodwill Gesture Refund (GWG)
What kind of background scenery did Manu have during our first day of onboarding?"
Answer: Forest/Mountains
In taxi reservation, we can always amend the following details: Date & time comment section, passenger details, pick-up and drop-off more than 1Km and Flight Number.
Answer: False
-We cannot amend the pick-up or drop-off location that is more than 1Km. Customer expert would need to perform cancel and rebook
In the Intranet Finance Record Tab, what column indicator does CE use to identify if there has been a refund, charge, or payment in the reservation, aside from the name of the action in the system?
(Clue: this is only used internally and never shared to customer or supplier.)
Answer: Tx Ref
Qualifying questions are used to ensure we are up-to-date with the customer's requirements.
Answer: False
-Qualifying Questions (QQ) are used to ensure the customer is ELIGIBLE to book or pick up the vehicle upon arrival at the PU location.
These are regulated products that must comply with regulatory guidelines and non-advised sales. They are also refund products for which the customer would need to make a claim, and the products are distributed differently depending on the country.
Answer: Ancillary Products (Insurance and Protections)
What is the color of my clothes on our first of onboarding?
Answer: Blue/Denim