CARMEL'S PROCEDURES FOR CUSTOMER SERVICE
CARMEL'S PROCEDURES FOR CUSTOMER SERVICE
COMPLAINTS:
There are three types of complaints a customer may have about the service:
Driver Complaint- rude behavior, hygiene, lost, late, eating, talking or texting on the phone, demanding tip or taking tip without the passenger consent
Vehicle complaint- dirty, bad condition, AC not on, playing radio loud, smell of smoke, broken seat belt, flat tire, car broke down, car accident
Service complaint- operator/dispatcher/manager, fare dispute, reservation error, tolls,
VOUCHERS/COUPONS
REFUNDS
CREDIT CARD CHARGE
RECEIPTS
LOST & FOUND:
Our Lost & Found department works in two ways; the first way will be when the passengers call customer service and leave a message and we input the information on the excel sheet and then give it to Riki or when Riki is out of the office, we have to do the entire department ourselves.
Lost and Found with customer service:
Write the complaint in the complaint section of the excel sheet
Cut and paste the entire complaint in the Lost and Found section
Call the customer, go to J-Limo in the history box, get the correct information of the reservation and find out which date did they lost the item
Make sure you get a working number that we can return the call once we have information on the item
Than go to the excel sheet and input the call back number, driver's car number and date the item was lost
Press the S key on J-Limo
Change the date, make sure you go back a few month
Type in the telephone number (or whatever information they give you to find the correct reservation)
Once you located it, press V to view the entire reservation
Press ESC Key and go down to customer service
There will be a box that pops...
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