Uknowledge
Under Kb OTLTE, what step is Eater is asking what ETD / LAB is?
Step 4
Provide 3 tabs that can be seen in the Workflow section in bliss
(All, status, messages, actions, internal notes)
Under chronicle, it is where we can see the breakdown of receipt, promotions/discounts, or DP tip
(Fare)
OUOP
(one uber one policy)
How many minutes should a DP wait at the delivery location before completion?
(8 minutes)
Under KB Issues with Delivery Partner, what SR we need to send if the delivery person asked for a rating.
-Send SR: Acknowledge - Partner asked for rating
Enumerate 4 chat techniques
(Speedy first response, set expectations, stay engaged, sign off gently)
Delivered by Uber, BYOC and self pick are examples of _________
(fulfillment type)
LERT
(law enforcement and public safety response portal)
How much uber credits you give for elevated/premium cx who's order was cancelled by delivery partner?
$10
What is the first action required if the consumer's order was canceled and they're not a UIP premium/elite consumer?
Check Chronicle to see if the order expired and confirm if the consumer's order was canceled.
Provide 3 ways on how a customer reports an issue
(In app, help.uber.com, phone support, social media, in person, LERT, proactive outreach)
4 adjustment and appeasement status
(normal, blocked, medium, high risk)
MFP
Medium Far past
What is the Threshold for cx to reorder (cancelled order)
(1hr)
What is the internal note that we need to add if the Eater still wants to cancel
After already being told that they will be charged for this order
(#otlte_prelab_cancel_with_charge)
What is the hold time in Chat?
(3 minutes)
It is where we can check the eater's previous orders
(Trip)
FRO
follow-up remediation order
What are the reasons why Merchant couldn't fulfill the orders?
(1. Special instructions 2. item out of stock 3. order came outside operating hours 4. order too big to fulfill 5. orders were pause 6. restaurant closed early)
If the Eater wants to cancel after being offered credit/free cancellation, what is the internal note we need to add?
(#otlte_prelab_cancel_with_charge)
It is a chat technique wherein we need to return to the chat to keep the customer posted in case of delays.
(Stay engaged)
Under the Eater mega widget, it is where we can check if there's an issue with the promotion
(Risk action on user)
What is DP, FD, ETD, LAB & R&A?
(Delivery Person, Food Delivered, Estimated Time of Delivery, Latest Arrival By, Refund and Appeasement)
What actions do we need to do if the merchant confirms item is not available or doesn't pick up? **Restaurant couldn't fulfill order KB**
1. cancel the order in WOK
A. do not charge the eater
B. do not pay the merchant
C. choose that the merchant is requesting to cancel
D. Note: do not use the "None" option in WOK
E. add internal note #MerchantCalledforItemOutofStock
2. Submit as SOLVED