Make a Connection
What should you include in your greeting?
Appreciate for calling, your name, branding, and offer assistance.
What questions could you use to confirm access?
Ask for a phone number, name, restaurant, restaurant's phone number.
What is the procedure to know the ETA with a GHD if the order is already late?
Look up status on Map in Compass. If the map doesn't provide enough information, please call the Driver for an ETA. Also, for JIT (Just in Time) restaurants, check to see if the status says "Food being prepared." If so, please let the diner know that the food is being prepared and provide an ETA. Use the Check Status Button to send the diner an updated ETA based on what the driver says.
If the Driver doesn't answer: Send the Driver a text message asking them to call the Diner ASAP with an ETA.
Let the Diner know (i) they should expect a call or text from the Driver, and (ii) if they don't receive a call from the driver within 15 min, please contact Care. Using the Check Status tool, enter 16 minutes to update the ETA and grant $5 in concessions to the diner.
This tool is used to update the ETA and to let the diner know that the food is on its way.
Check Status button
How do you close a call?
Offering additional assistance and mentioning the survey
Give me an example of how to open a Eat24 call.
“Thanks for calling Eat24, now powered by Grubhub. My name is ___, what can I help you with?"
Give three examples of genuine empathy statements.
Sorry for your trouble.
I will be more than happy to assist you.
Sorry for the inconvenience.
This is not the experience that we want you to have.
How do you solve an issue if the diner is not answering?
Call the diner and If the diner does not answer - leave a voice message about the attempted delivery. Make sure to send a text message & email to the Diner alerting them of the delivery by clicking on the diner did not answer button.
What amount of concession would you provide if we know the customer will receive their order 45 minutes late?
$5 concession or 10% off
Fill in the blank:
“I just _____ to the _______, and he is stating that he already picked up your _____, and that he will be _______ in the next ______ minutes.
Spoke, Driver, Order, Arriving or There, X amount.
Introducing yourself and asking for the customer's name is the best way to start the call.
Truth or False?
False.
We should always offer assistance first
A diner calls in and expresses that he is really frustrated since he did not receive the complete order and that he will be calling the triple B. What do you need to do in this case?
Transfer to CXT
Which are the contact back options that we can give our diners when we need to come back with the resolution, and which two options have to give?
Hold, callback, text, or email. Hold and callback have to be mentioned.
What are the benefits of using the check status button?
We send a notification to the diner, it automatically generates the amount of concession you should give, and update the most recent ETA.
.
How do you mention the survey?
"Please stay on the line for a brief survey."
Mention two examples to offer assistance.
Some examples are:
“How can I help you today?”
”How can I assist you today?”
”What can I do for you today?”
How do you change the requester field?
Next to date you click in change
Mention at least 2 reasons why we need to escalate a driver complain to CXT.
Stole from the diner
Stole money from the restaurant
Stole items from the diner
Threatened violence
Harassed the diner or restaurant employee (sexual or otherwise)
Driver is under the influence of drugs or alcohol
Where can you find the latest communications of GH as well the promotions that we have?
CareComm and Marketing Campaigns
Give an example of how you would sell the value of the concession that you will be providing.
Open answer.