NEW GHC Formative 3

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NEW GHC Formative 3

Make sure to answer al the 15 questions following the KB guidelines.

Your Name *

Your Phone number (Same one as Yesterday)
*

Your Wave # *

Trainer Name *

Customer is complaining about the rider's rude behavior, we will: *

1 point

Apologize to cst for the bad experience - send the case to Complaints t2

Apologize to cst for the bad experience - send the case to Complaints t3

Inform cst s/he will be contacted within 10/15 min & send a ticket via the Jira Link - DON'T mention any compensation

If the customer complained from one of our riders then the correct CD will be:
*

1 point

Post Delivery → Rider Issue → Inappropriate behavior

Across Journey → Feedback → Negative

Both are correct

Customer is complaining that the driver didn't return the change back for his/her TGO order - we will:
*

1 point

Call the rider (if moving, no call & consider unreachable) - check order status - if rider claims he delivered the change & amount is more than the compensation scheme, send to tier3

Call the rider (if moving, no call & consider unreachable) - check order status - if rider claims he delivered the change & amount is more than the compensation scheme, send to tier2

Call the rider (if moving, no call & consider unreachable) - check order status - if rider claims he delivered the change & amount is more than the compensation scheme, send to refund & validation

Customer is complaining that the driver didn't return the change back for his/her TMP order - we will:
*

1 point

Call rst - if RNA & amount is within the compensation scheme, customer's flag is green or orange, we will compensate and if the mount is showing 0, no action will be taken

Call rst - if RNA & amount is within the compensation scheme, customer's flag is green or orange, we will compensate and if the mount is showing 0, send to R&V

None of the answers is correct

We need to full refund a customer for order paid by credit card - when calling, cst is unreachable - we will: *

1 point

Refund the amount as TC - except Oman, will be refunded to the source [meaning, if paid bank will be refunded bank & if TC, will be refunded TC]

None of the answers is correct

Not take any action as the CST didn't answer

Subway KW - cst is complaining about a missing item - we will: *

1 point

We will send an email to helpdeskteam

We will send an email to cms team

We will fill out ClickUp tool Form using KFG - SLA will be within 4 to 5 Mins & check the reply & if took more than SLA after reminder, will inform customer that we have sent to KFG to speed up the process and work on the request

We can see the Apple pay payment method in Oman from 1VU only & the refund SLA for it is 3 working days *

1 point

False

True

Customer contacted us saying TGO rider is sending him flirting or sexual messages or content - we will:
*

1 point

Apologize - ask customer for a screenshot of the conversation (If possible) - inform that he/she will be contacted within 10/15 min - send Jira ticket

Apologize - ask customer for a screenshot of the conversation (If possible) - send case to Complaints T3

Apologize - ask customer to send screenshot of the conversation to customer care email

Customer said s/he recorded a video of talabat rider eating the order, we will:

*

1 point

Send Jira Ticket as a critical case & inform CST s/he will be contacted within 10 to 15 min

Send to Escalation team & inform CST s/he will be contacted within 1 hour via email or phone call

Apologize and add compensation

CST noticed mistakes on talabat mart menu on the application, and contacted us informing these mistakes
*

1 point

Call the Store to submit ticket from vendor portal to coordination team

Call The Store to Edit the Error From Vendor Portal

Thank the CST for Raising the issue, and inform him that the case will be transferred to concerned team and fill out T-Mart Content Form

If we call RST to raise any complain and RST give us another branch number permanent to be contacted on, we should: *

1 point

Inform RST to submit ticket from vendor portal to coordination team - Call the number & document it in the comment

Inform RST to call Partner support

there is no correct answer

Customer paid the order via cash and insisted to get the refund via cash, so we will send the case to R&V *

1 point

True

False

When sending to KFG, we will add our talabat email in the requester field in the form *

1 point

False

True

I HOP is one of KFG restaurant and we contact them via Form reflecting in Workspace *

1 point

False

True

Shopper is a web-based tool that provides insights into order flow store and pickers performance for NFV & tMart orders *

1 point

True

False

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