CX Agent Handbook
What does “At Cost” mean? “At Cost” means I build in a margin to cover gratuity, credit card fees, any other costs, plus margin of 10-15% percent (th...
Fri, 1 May, 2020 at 2:26 AM
Check channels in Slack Customer-Experience: General updates to a broader rally audience related to confirmed trips, trips kept open past deadline, ma...
Fri, 1 May, 2020 at 2:15 AM
Helpdesk Calls Calls that show the recipient as Helpdesk are those where the caller chose to listen to the phone tree rather than to speak to a live per...
Fri, 1 May, 2020 at 2:18 AM
When processing a refund (per the below policies), it is imperative that you do all of the following: Move the rider’s transaction to PendingRefund (o...
Fri, 1 May, 2020 at 2:19 AM
Hanging Up. It is OK to hang up on riders who are out of line and unwilling to get off the phone. You just need to tell them politely that we need to keep t...
Fri, 1 May, 2020 at 2:20 AM
http://rally.co/rewards Group Discounts If you book 6 or more seats, get $5 off each seat beyond the first 5. (Book 6, save $5; book 7, save $10; e...
Fri, 1 May, 2020 at 2:21 AM
Switching Between Trips Different Time, Same Event: For moving a transaction between trip times on a single event see here. Different City, S...
Fri, 1 May, 2020 at 2:22 AM
When a customer asks us for an event we do not yet have on the site, you will need to reach out directly to Sylvia, who handles our data entry and is based ...
Fri, 1 May, 2020 at 2:23 AM
We should first confirm that person cannot board the bus on her own and simply store her chair in the undercarriage of the bus, where there is plenty of r...
Fri, 1 May, 2020 at 2:24 AM
Payment we accept: Visa Mastercard Discover Paypal Payment we do NOT accept: AmEx Check (unless it’s an absolute must for single-...
Fri, 1 May, 2020 at 2:25 AM