1
Where do we take action in Bliss?
Global Menu
Left side Bliss vs Right side Bliss
Left - Investigation
Right - Action
Who is TFL and their relation with Uber?
Transport for London - regulates the private hire and licensed black taxi market in London.
How to contact Uber phone support?
through application
contact the direct number
Sample Uber One spiel.
3 Reasons for clicking New Account.
Enumerate the statuses under the Resolver.
Closed
Open
Awaiting Reply
Switch to Phone/Messaging
Trip Statuses!
Completed
Requester Cancelled
Failed
- System initiated cancellation
- Driver initiated cancellation
Each teammate should provide a Vehicle product with description.
UberX - 4 persons
UberXL - 6 persons
Green - electric vehicle
Lux - most expensive product in London
warm - handshake method
cold - transfer right away
Provide and dissect the components of the proper hold procedure.
Ask for permission
Provide the timeframe
Let them know the reason for the hold
When do we provide the Uber One spiel and skip this spiel?
After verification - any concern as long as it has an Uber One badge.
Calling about cancellation or transfer concerns.
Amazing! Instant 200 for your team!
+200
General inquiry vs Account specific
General - website
Account specific - Bliss
Types of Payment Methods
Visa, Mastercard, AMex
Google Pay, Apple Pay, Paypal
Cash
Where do we escalate tickets?
Lost Item
ASR
IIT
IRT
L3
Each teammate should provide 2 complaint and non-complaint Legal Language. Stock knowledge only!
cancel - unfulfilled
Uber driver - driver
Uber rider - rider
Uber trip - trip
accept - confirm
Easy peasy. Provide 1 Safety category and 1 keyword related to it for each teammate.
Sexual Assault
Vehicle Crash or Claim
Theft or Robbery
Sexual Misconduct
Physical Altercation
Verbal Altercation
Substance Abuse
Inappropriate Post-Trip Contact / Media Upload
Health / Self-Harm
Law Enforcement / Regulatory
Potential Safety Concern
Dangerous Driving
When does the rider acquire arrears on their account?
- Insufficient balance
- There’s a set up with a bank before the payment proceeds, they’ll ask for permission if they allow the payment to proceed
What is Chargeback?
A chargeback is the reversal of a prior credit or debit card sale transaction directly from the bank.
Minor Restriction vs Major Restriction
Minor
- payment method banned or restricted
Major
- account restricted
Enumerate the 15 departments we are most likely to deal with.
Driver Phone
Driver Messaging
Driver L3
Rider Phone
Rider Messaging
Rider L3
ASR
Lost Item
IIT
IRT
Eater
Courier
Restaurant
Direct - KFC
Direct - Mcdonalds
We can provide the Call Flow parts! Each teammate should participate.
Opening spiel
Empathy / Acknowledgement Statement
Issue identification
Resolution
Additional Assistance
Recap
Survey spiel
Closing spiel
Tsk, basic! Call Verification flow for 3 scenarios! 3 teammates will participate to answer.
Name
Number
Email Address
PU and DO of the last trip
In-app rating
Discuss the Unable to Request uKnowledge
+500