Food Issues
If a diner received a burger without fish instead of a fish burger and the UMAMI page doesn't have a burger without fish. Which policy should you follow?
Missing Item.
If the caller has a charge on his/her bank statement for 49.99 that she does not recognize and does not have an account with us. Which policy should you follow?
Unknown Charges.
Diner is calling in because her order is not outside her door and is marked as delivered. Which are the 3 questions that you are OBLIGATED to ask to resolve the issue.
PHONE NUMBER. DELIVERY ADDRESS. DROP-OFF LOCATION.
After the customer mentions a complain. What's the next thing you MUST say.
Empathy statement.
If a diner calls in to inform that her driver left the food on the floor and now has flies on it.
Food Damaged
If the diner is having problems using a gift card. And checking the account you see that there's no gift card linked to the account. Which policy should you follow?
Active Gift Card Issue.
If the diner comes in to a chat saying that her order is missing and you ask for the 3 questions, but she only answers 1 of the 3 questions, and after that, the chat is dropped. What should you do?
Call the diner back. If the diner doesn't answer you CAN NOT cancel without confirming all the information.
If a restaurant calls in to complain about an order being refunded on them for food quality, and they are not agree with the refund. What should you do after checking that the order was refunded on them?
Apply the Credit request Macro and escalate the ticket to Restaurant Care.
If the diner had only 1 missing item out of 4 and wants a full refund. What should you do if the diner is insisting for a full refund after advising them that the refund for the item is all you can do?
If a diner has a charge on his/her bank statement for 49.99 Checking the account you found the order but she doesn't recognize it or knows anyone who may have placed that order. Which policy should you follow?
Account take over (ATO)
What's the name for the "supervisors department" on chats when transferring a diner.
Senior Specialist.
When you make an outbound call, what's the verbiage that you CAN NOT forget to say.
The call is being recorded. *because is a critical error
If the diner ordered 5 items but 1 cheese burger with specific modifiers, and selected no onion. She's complaining that her burger came with onion. Which policy should you follow?
Incorrect Item.
Diner is contacting us because it's been 10 business days and the refund still not showing on his/her bank. Which policy should you follow?
Refund Inquiry (Macro +5)
If the diner comes into a chat with 1 missing item out of 7 items ordered, And after a minute or so, she leaves the chat. What should you do?
Apply the refund for the missing item (there is no need to call the diner)
If a person calls in because is having problems with his/her driver application process. What should you do.
Apply the Pre-Live Driver Macro (NEVER TRANSFER A PRE DRIVER TO DCARE.)