New - Githubissues

Pacifist94 commented 5 years ago

Issue

Pacifist94 commented 5 years ago

Ratings & Reviews - Customer Care - Wiki

ReDelivery Policy for all GHD markets - Customer Care - Wiki

Restaurant Targeted Promotions - Customer Care - Wiki

Talking Points for GHD Delivery Partner Issues - Customer Care - Wiki

Tapingo Orders - Customer Care - Wiki

Technology_Site Issues Disposition - Customer Care - Wiki

Text Messaging - Customer Care - Wiki

Tickets - Customer Care - Wiki

Pacifist94 commented 5 years ago

Hello this is jane with Seam less How can i help ou with | Thank you for calling about your yelp|Eat24|Tapingo| , now powered by Grubhub

Pacifist94 commented 5 years ago

Mandatory Empathy| Aknolgedment assure of help avoid (Perfect, Ok, Don worry, No problem, Awesome, Excellent, Great)

Pacifist94 commented 5 years ago

sorry when is our fault sorry X

Pacifist94 commented 5 years ago

Leave the correct Reason code

-No need to call for missing item -Set expectations regarding to holds (2 ypes of holds) when calling someone else when checking info

Pacifist94 commented 5 years ago

Thanks for calling.Please stay on the line for a brief survey.

Pacifist94 commented 5 years ago

When customer requests a call back instead of wait a sms the interaction ends "Thanks for calling.Please stay on the line for a brief survey."

Pacifist94 commented 5 years ago

Refresh caller with what i'm doing , avoid asking info that we already have... 2 minutes hold

Pacifist94 commented 5 years ago

50% (Cusomer Critical) Follow policy, Escalate unnecessarily. 20% (Business Critical) requester up part needs to be updated, Provided wrong amount 30% (Customer Affecting Non Critical Accuracy) Grammar mistakes | Empathy | Internal Jargon |Ticket 100% (Critical Fail) Provide LastName, Telefono, Address of customer to Restaurant or Driver. the only thing we can provided is Apt number, Gate or Building # Mistreat,
Abreviations |restaurant = rest resto

Pacifist94 commented 5 years ago

Helpful Tip

Customize templates to make your customer relations more personable.

First contact texts should include a greeting and the brand name

Food Never Arrived/Check Status Texts Option: Hey there! Sorry to hear your order is running late. Please let us know if you have not yet received this order. Thank you for using (INSERT BRAND NAME).

Option: So sorry for the delay. I'm contacting (RESTAURANT) now. I'll have an update momentarily. Please let me know if the order arrives.

Option: Your order is out for delivery and should be arriving within the next (NUMBER) minutes. I've sent over some Free Grub for the inconvenience. Sorry again!

Option: Sorry it took awhile for your food to arrive. I've sent over some Free Grub for the troubles. Thanks for using (INSERT BRAND NAME)!

Option: Hey there! Sorry that your order arrived late. I sent over some Free Grub for the inconvenience. Please let us know if you need further assistance.

Delivery Attempt Text Hey there! (RESTAURANT) is attempting to deliver your order. Please call them at (NUMBER). Thanks for using (INSERT BRAND NAME) !

Change to Delivery Hey there! (INSERT BRAND NAME) here. Your order has been changed to delivery and will arrive around (XX:XX) AM/PM ish. Happy eating!

Change to Delivery - Delivery Fee (INSERT BRAND NAME) here! Your order has been changed to delivery and will arrive at (XX:XX) AM/PM ish. The adjusted total is (AMOUNT). Happy eating!

Change to Pickup (INSERT BRAND NAME) here! Your order has been changed to pickup and will be ready at (XX:XX) AM/PMish. Happy eating!

Bounced Email Text Hey there! The email we sent you was returned to sender. Please update the email address on your account when you get a chance. Thanks (INSERT BRAND NAME)!

Hey there! The email address linked to your (INSERT BRAND NAME) account is invalid. Please update the email address when you get a chance. Thanks for using (INSERT BRAND NAME)!

Cancel Order Text - Prepaid Hey there! Your order with (RESTAURANT) has been canceled. Please check your email for more information. Sorry for the inconvenience. -(INSERT BRAND NAME)

Cancel Order Text - Cash Hey there! Your order with (RESTAURANT) has been canceled. Please check your email for more information. Sorry for the inconvenience. -(INSERT BRAND NAME)

Missing Item Refund Text Hey there! The missing (ITEM) has been refunded. So sorry for the inconvenience. Thanks for using (INSERT BRAND NAME)!

Missing Item Delivery Text (INSERT BRAND NAME) here! The (MISSING ITEM) will be delivered to you in (NUMBER) minutes. Sorry for the trouble!

Food Quality Refund Text Hey there! It’s (INSERT BRAND NAME). The (ITEM) has been refunded. Sorry for the inconvenience!

Future/Delayed Order Confirmed Text (INSERT BRAND NAME) here! Your order with (RESTAURANT) will be delivered at (XX:XX) AM/PM. Happy eating!

Adding a Tip Text Hey there! The tip has been added to your (RESTAURANT) order. Please call Customer Care at 877-585-1085 if you have any questions. Thanks for using (INSERT BRAND NAME)!

Attempt to reach the Driver Grubhub here! Grubhub is attempting to get an updated ETA for [Diner's First Name]'s order from [Restaurant Name] but can't reach you by phone. Please contact the diner as soon as possible to let them know what time the order is expected to be delivered. Thanks!

Confirming order was delivered Hello! Grubhub here. We've been told your order was delivered. Please let us know if you have questions.

Pacifist94 commented 5 years ago

1) What are Driver Care’s hours of operation? Driver Care opens at 8a CST and closes at 1a CST. Please do not transfer any calls to Driver Care before and/or after hours of operation.

The Driver Care Slack room is open during the following hours: 10a CST - 1a CST. Any post made before and or after hours of operation will not be acknowledged and will be unanswered.

2) Application Status for Delivery Partners How should new Delivery Partners find out more about their application status and or update information on their application?

Delivery Partner hopefuls have to contact the Driver Recruitment department to check the progress of their application, as well as updating any information that has already been submitted. The Driver Recruitment department does not have a phone line and must be contacted via email, deliverypartners@grubhub.com

3) Inactive Delivery Partners Who should inactive Delivery Partners contact when they’ve been made inactive and aren’t sure what to do?

Delivery Partners should contact the Driver Recruitment department at driverinfo@grubhub.com for status inquiries.

4) Updating Car/Insurance Information What should a Delivery Partner do if she/he is needing to update car and insurance information?

Delivery Partners should contact the Driver Recruitment department at driverinfo@grubhub.com to update car and insurance information.

5) Customer updates address after order has been placed What should I do if the customer updates their address after the order has already been placed?

Please see the GHD process here: Live Order Issues#OrderCannotBeDelivered-DeliveryInformationIncorrect

Delivery Partners are not contractually obligated to go to an address that is not on the original order.

If a Delivery Partner does not want to travel to the updated address for the order, please advise the diner to place the order again with the correct address.

If the Delivery Partner is willing to drive to the updated address please transfer the call to Driver Care so that the Delivery Partner can be compensated appropriately.

6) Another driver picked up my order. Now what? What should I do if a driver calls in stating that another driver picked up the order?

Procedure: Call the diner to confirm that the order was delivered, if the order was delivered, then warm transfer the driver to Driver Care for further assistance.

If the diner did not receive the order, ask if the diner is willing to wait additional time, if yes, ask the restaurant to remake the order so that the assigned driver can complete the delivery. If diner does not want to wait please cancel the order on GH.

If no other driver found, look up recent orders for that restaurant. If another driver picked up at the same time, call that driver to see if they have other order.

If another driver confirms they have picked up the order, notify driver, and transfer them to Driver Care.

If driver doesn't answer, call the diner see if order has been delivered

If order has been delivered, notify driver to mark order as delivered and apologize for the inconvenience.

If order has not been delivered, ask restaurant to remake the food. If the restaurant agrees to remake the order, update the ETA accordingly in Compass and inform driver about the remake. Issue a ticket to Restaurant Care for a credit inquiry to pay for the remade order. If the restaurant does not agree to remake the order, you will need to cancel the order and inform the driver. Will driver be paid for this order? If the drivers asks, transfer to Driver Care.

Suggested verbiage/procedure:

"We apologize for the inconvenience, I will reach out to driver ops and see if they can assign you an order nearby"

"By accepting the trip offer, you can still qualify for the hourly minimum and the acceptance does benefit your acceptance rate/ranking"

7) Driver payment for canceled orders A driver has called in about a canceled order that they accepted. Will they be paid for this order?

No. Our policy is that drivers are paid based on orders being delivered. In a case where an order has to be canceled before delivery is completed, we don't provide compensation for a non-completed order.

Suggested verbiage/procedure:

"We apologize for the inconvenience, I will reach out to driver ops and see if they can assign you an order nearby"

"By accepting the trip offer, you can still qualify for the hourly minimum and the acceptance does benefit your acceptance rate/ranking"

8) No Delivery Partner assigned to order The order that I’m assisting with does not have a Delivery Partner assigned, what should I do?

Driver Care Specialists do not dispatch orders. Assignment requests made via Slack are only forwarded to the market dispatcher but there is no guarantee that the order will be assigned right away. Furthermore, the only time order assignment requests should be made is if and only if, the order is late to the diner or 5 min from being late

9) The order that I’m assisting with was marked as delivered and is now late getting to the diner, what should I do? Please check all Zendesk/Compass tickets regarding the order to be sure that there are no “Diner didn’t answer” tickets.

If there is a diner didn’t answer ticket, please compensate the diner per policy

If there is not, please call the driver for any/all information regarding the order (drivers are the only ones with information about what happened on the road/ to the order). Compensate diner accordingly

If you are unable to contact the driver, please compensate the diner per policy

10) Why does it always take so long for my Driver Care Slack post to be replied to? The Driver Care Slack room is worked by one person at a time.

Please be patient while waiting for a response and please include as much information possible in your post e.i. Order numbers, city and state and if there was any action taken on your behalf. Please do as much as you can on your own.

Driver Care can only provide estimated times of arrival based on the distance of the Delivery Partner’s current location in the order lookup tool, all specialists in all of our Care departments should have access to this tool.

This is also true for order assignment request. Driver Care can only provide estimated times of when the order may be dispatched but cannot immediately assign an order to a Delivery Partner.

11) The order that I’m assisting with has been canceled but there are no notes in Zendesk indicating why. Some orders (those of which without any notes) that are canceled/refunded are not done by Driver Care Specialists. Typically these orders are canceled by the dispatcher of the market.

12) How do our Delivery Partners schedule themselves to work? Delivery Partners have the ability to select/schedule and “drop” blocks for themselves in the Grubhub Delivery App. Blocks are released Thursday - Saturday at 10a local time of the market. Delivery Partners schedule blocks based on their order acceptance rate, attendance rate, and how often they do/do not “drop” blocks. If you receive a call regarding scheduling please transfer the call to Driver Care.

13) The Delivery Partner is calling in for an order reassignment, how do I reassign their order(s)? Delivery Partners have the ability to unassign orders themselves in the Grubhub Delivery App. If they would like to attempt to reassign it without penalty, transfer them to Driver Care.

Beginning May 14th: Delivery partners will no longer have the ability to unassign orders themselves. Please transfer these contacts to Driver Care. (Between 1am and 8am, if a driver is requesting to have an order unassigned, please reach out to @nightcarehelp via Slack.)

14) The restaurant I am speaking to needs to: cancel an order, is having tablet issues, wants to be blacked out/paused, and or has a missing item. Should I reach out to Driver Care via Slack? No, you do not need to reach out to Driver Care for these reasons. Please handle these issues as you would any other restaurant on the Grubhub website. These are issues that can be resolved by any member of Care and Driver Case does not need to be informed.

15) The Delivery Partner is asking for the Grubhub Delivery App link, what should I do? Please find a pre-approved email to send to the Delivery Partner below:

Here is the link for the app.

http://driver.grubhub.com/download

If you have an iPhone, the app only works on iOS8 or higher. Also, in order for this link to work effectively you must open this e-mail in Apple Mail.

To make it trusted on iOS9: Go to Settings > Tap General > Scroll down and tap Profile (or Device Manager) > Tap GrubHub, Inc > Tap Trust "GrubHub, Inc." > Tap Trust > Exit out of Settings > Open the app

If you use Android, the app only work for version 4.0 (version 2.3 is not supported), you'll want to make sure your phone settings are set up to allow for apps that are downloaded outside of the Play Store.

To make it trusted on Androids: Go to Settings > Security / Device Administration. Please select "Unknown Sources" to allow for the installation of apps from sources other than the Play Store.

16) When do I reach out to the Driver Care Slack Room?

The following are appropriate situations where Driver Care should be contacted via Slack:

Post in the Driver Care Slack Room when

· It's a GHD order (with issues finding a GHD driver), and the diner is willing to pick up order. Or the restaurant will deliver the food. · Emergency situation where the driver is unable to call and the order needs to be reassigned. · Order has been marked as fulfilled and there was no attempt to pick the order up from the restaurant. · Restaurant refuses to give the order to the driver. · Diner input the wrong address and there is no driver assigned. · Order is past the ETA and the driver is unreachable for an ETA update.

17) Where should driver requests for GHD orders go? You should check the Delivery Tab in Compass East to confirm that the order has been sent to dispatch. All GHD orders will be assigned once drivers become available. This should be communicated to the diner.

If the order has not been sent, then you should message Driver Care in Slack.

Suggested Verbiage:

When checking the status of an order: "Let me check on the status of your order and see if it's been dispatched to a driver."

  If the order has been sent to dispatch, but no driver assigned: "Your order has been sent over to our dispatch team and your order will be assigned a driver once one becomes available."

  If order has not been sent to dispatch: "Let me reach out to one of our Driver Care Specialists to check on the status of your order."

18.) How do I escalate a serious incident with a delivery partner (including Non-GHD restaurants)?

If the incident needs to be escalated: Please warm transfer the contact immediately to CXT for issues regarding the following:

Restaurant or Diner complaints of

Theft

Including theft of customer food/orders

Food or money from restaurant

Items from customer’s residence

Escalated Altercations - violence or threats of violence

Harassment (Sexual or otherwise)

Unwanted repeated texts or phone calls to the customer from drivers

Stalking restaurant employees

Drivers performing deliveries under the influence of drugs/alcohol

Drinking alcohol at a restaurant while waiting for delivery

Issues of Fraud

Drivers marking multiple orders delivered within a few minutes of acceptance (3 or more consecutively)

19.) What do I do if a Driver needs a Block Adjustment? If we need to make a block adjustment for a driver, please use the "Transfer to Driver Payment" macro.

This will send the ticket to the Driver Payment queue.

Please let the delivery partner know that the adjustment will be made by our Driver Care department.

20.) What happens when a driver needs to see diner info after they've marked an order as delivered? Address safety and security concerns, the most recent release of the Driver app (version 3.9) restricts the display of diners' personal information once a GHD driver has marked an order as delivered.

Above: (1) before marking as delivered, the diner's personal information is visible. (2) After marking the order as delivered, the diner's last name, street address, and phone number are obscured.

After the order is marked as delivered, the diner's phone number will be replaced with the number to Driver Care. Boston employee drivers will be directed to the Boston office: 617-607-3354.

Resolution Steps:

Partners:

Post a request in your home channel in Slack. Include the @dcare tag, driver name, market name, and order number.

Example: "@dcare Driver- John Smith - NJ Cherryhill Market- Order 123456789010- was marked delivered prematurely, please send the order back to the driver."

Note: if the request is sent while D Care is closed, verbally provide the new address to the driver.

For DCare:

Post in Slack for Market Dispatch to resend order/trip offer. If there's no response after 2 minutes, DCare will resend in DispatchTool. Then, let the driver know know that we aren't able to provide that info and will have to cancel the order.

Please advise drivers to not prematurely mark orders as delivered.

What happens with the Masked phone number doesn't work for drivers? Due to recent security changes to the Driver app, when a GHD driver uses the call function within the app to contact a diner, a new virtual number will be provided.

If the phone masking system is unable to provide a virtual number at that time, the driver will be connected to a pre-recorded message.

The recording says:

“Please hang up and attempt to call the diner again. You may also attempt to ring the doorbell, knock, or buzz the appropriate unit.

If you are calling from a phone number that is different from the one saved in your profile, please return to your app and update your phone number. These numbers must match.

If you have already made multiple attempts to contact the diner with no response, please contact Care by clicking the "Diner did not Answer" link in the App. Thank You.” (end of recording).

The call is disconnected at the end of the recording.

If you receive a call from a driver attempting to contact a diner:

Let the driver know that you can contact the diner on their behalf for the delivery attempt.
Place the driver on hold, then call the diner and relay any relevant information.
Disposition the ticket as:

DCare, use "Driver App Issues > Virtual Number Unavailable" and CCare, use "Order Information > Virtual Number Unavailable"

*Note- if the delivery is not successful, D Care should use "Live Order Issues > Diner did not answer", C Care should use "Order Cannot be Delivered > Diner did not answer".

What happens if the Restaurant refuses to give the order to the Delivery Partner because they do not have a thermal bag?

If the Restaurant or Driver contacts us because they do not have a thermal bag for the order, please reach out to the DCare Slack room to have the order reassigned. If Driver Care is closed for the night, you will need to cancel the order on Grubhub. Then, transfer the ticket to Driver Care in Compass so that DCare can follow up with the driver specialist about the issue.

Driver Tip Display Pilot

With our next driver app release on July 10, we'll be testing removing the tip amount from the order details screen. As a result, drivers may call in and ask about the tip amount. Effective immediately, DO NOT give the tip amount via phone, text, chat, or email.

Drivers will still be able see the order’s earnings total on the order offer screen before they accept the order (below left). This is how much they get paid for the order. This figure is based on the order’s mileage, tip, and delivery fee.

The new feature we are testing: drivers will no longer be able to see the tip listed separately from the earnings total on the order details screen (below right).

If a Grubhub Delivery driver calls in and asks what the tip amount on an order is, let them know they can check their Daily Pay Summary which is emailed to them the following day.

Suggested verbiage:

“We're sorry, at this time we are unable to provide the tip information. Please check your daily pay summary which will be emailed to you tomorrow”

If a GHD driver wants to unassign an order, let them know it will impact their pay rate, and then post the request in Slack by tagging @dcare and including the order number and request per normal protocol.

Contacts about this issue should be dispositioned with the primary contact reason code GHD Driver Tip Inquiry.

What do I do if a Driver needs a Mileage Adjustment? If we need to make a mileage adjustment for a driver, please use the "Transfer to Driver Payment" macro.

This will send the ticket to the Driver Payment queue.

Please let the delivery partner know that the adjustment will be made by our Driver Care department.

What do I do if a driver cannot mark their order as delivered? Confirm the driver delivered the order. Send a text (or email if the diner is opted out of text messages) to the diner to confirm they received the order. Use the following message: "Hello! Grubhub here. We've been told your order was delivered. Please let us know if you have questions."

Contact DCare via Slack using @dcare during DCare hours and use the below template. If after DCare hours, please send a message via Slack to @nightcarehelp. Include the order number, region name, and your request.

e.g. “@nightcarehelp order xxxxxxxxxx-xxxxxxx, IL Chicago (Loop), driver cannot mark the order as delivered.”

Can’t mark order arrived? If a driver contacts us because they are having trouble marking an order as arrived after arriving at a restaurant to pick up an order:

Contact DCare via Slack using @dcare and use the below template.

If after DCare hours, please send a message in your Slack channel to @nightcarehelp. Include the order number, region name, and your request.

e.g. “@nightcarehelp order xxxxxxxxxx-xxxxxxx, IL Chicago (Loop), driver cannot mark the order as arrived.”

Pacifist94 commented 5 years ago

Check Status Disposition Compromised Diner Accounts/Blocked Orders/Non-Diner Unknown Charges Diner Charges/Account Question Disposition Live Order Issues Order Information Disposition Order Total Modifications Disposition Problem with Food Disposition - as of 11/5 Promotion/Code Issues Technology/Site Issues Disposition

Pacifist94 commented 5 years ago

Check Status Disposition Compromised Diner Accounts/Blocked Orders/Non-Diner Unknown Charges Diner Charges/Account Question Disposition Live Order Issues Driver Care FAQ Talking Points for GHD Delivery Partner Issues Order Information Disposition Order Total Modifications Disposition Problem with Food Disposition - as of 11/5 Promotion/Code Issues Examples of Grubhub Promotions Examples of Seamless Promotions Restaurant Targeted Promotions Yummy Rummy Check Yummy Rummy Prize Winners

Pacifist94 commented 5 years ago

Chat Shortcuts - Customer Care http://master.rf.gd/Chat%20Shortcuts%20-%20Customer%20Care%20-%20Wiki.html

Check Yummy Rummy Prize Winners - Customer Care http://master.rf.gd/Check%20Yummy%20Rummy%20Prize%20Winners%20-%20Customer%20Care%20-%20Wiki.html

Compromised Diner Accounts_Blocked Orders_Non-Diner Unknown Charges - Customer Care http://master.rf.gd/Compromised%20Diner%20Accounts_Blocked%20Orders_Non-Diner%20Unknown%20Charges%20-%20Customer%20Care%20-%20Wiki.html

Concessions - Customer Care http://master.rf.gd/Concessions%20-%20Customer%20Care%20-%20Wiki.html

Corporate_Catering Order Chat_Phone Transfer - Customer Care http://master.rf.gd/Corporate_Catering%20Order%20Chat_Phone%20Transfer%20-%20Customer%20Care%20-%20Wiki.html

Customer Care Reason Code Guide - Customer Care http://master.rf.gd/Customer%20Care%20Reason%20Code%20Guide%20-%20Customer%20Care%20-%20Wiki.html

Customer Experience Team Escalations - Customer Care http://master.rf.gd/Customer%20Experience%20Team%20Escalations%20-%20Customer%20Care%20-%20Wiki.html

Diner Accounts - Customer Care http://master.rf.gd/Diner%20Accounts%20-%20Customer%20Care%20-%20Wiki.html

Diner Charges_Account Question Disposition - Customer Care http://master.rf.gd/Diner%20Charges_Account%20Question%20Disposition%20-%20Customer%20Care%20-%20Wiki.html

Emails - Customer Care http://master.rf.gd/Emails%20-%20Customer%20Care%20-%20Wiki.html

Examples of Seamless Promotions - Customer Care http://master.rf.gd/Examples%20of%20Seamless%20Promotions%20-%20Customer%20Care%20-%20Wiki.html

Facebook Login (Web and Native mobile apps) and Ordering - Customer Care http://master.rf.gd/Facebook%20Login%20(Web%20and%20Native%20mobile%20apps)%20and%20Ordering%20-%20Customer%20Care%20-%20Wiki.html

Foodler FAQ - Customer Care http://master.rf.gd/Foodler%20FAQ%20-%20Customer%20Care%20-%20Wiki.html

GFR Delivery Estimate Survey Pilot Test - Customer Care http://master.rf.gd/GFR%20Delivery%20Estimate%20Survey%20Pilot%20Test%20-%20Customer%20Care%20-%20Wiki.html

Gift Cards - Customer Care http://master.rf.gd/Gift%20Cards%20-%20Customer%20Care%20-%20Wiki.html

Grubhub Acquisitions - Customer Care http://master.rf.gd/Grubhub%20Acquisitions%20-%20Customer%20Care%20-%20Wiki.html

Grubhub restaurants on Eat24 platform - Customer Care http://master.rf.gd/Grubhub%20restaurants%20on%20Eat24%20platform%20-%20Customer%20Care%20-%20Wiki.html

Grubhub_Seamless_Eat 24_Yelp Refund Policy - as of 11_5 - Customer Care http://master.rf.gd/Grubhub_Seamless_Eat%2024_Yelp%20Refund%20Policy%20-%20as%20of%2011_5%20-%20Customer%20Care%20-%20Wiki.html

Live Order Issues - Customer Care http://master.rf.gd/Live%20Order%20Issues%20-%20Customer%20Care%20-%20Wiki.html

Marketing Campaigns - Customer Care http://master.rf.gd/Marketing%20Campaigns%20-%20Customer%20Care%20-%20Wiki.html

Order Adjustments - Customer Care http://master.rf.gd/Order%20Adjustments%20-%20Customer%20Care%20-%20Wiki.html

Order Total Modifications Disposition - Customer Care http://master.rf.gd/Order%20Total%20Modifications%20Disposition%20-%20Customer%20Care%20-%20Wiki.html

OrderUp FAQ - Customer Care http://master.rf.gd/OrderUp%20FAQ%20-%20Customer%20Care%20-%20Wiki.html

Partner Leadership Refund Approval $40 - Customer Care http://master.rf.gd/Partner%20Leadership%20Refund%20Approval%20$40%20-%20Customer%20Care%20-%20Wiki.html

Partner QA Form - Care All http://master.rf.gd/Partner%20QA%20Form%20-%20Care%20All%20-%20Wiki.html

Ratings & Reviews - Customer Care http://master.rf.gd/Ratings%20&%20Reviews%20-%20Customer%20Care%20-%20Wiki.html

ReDelivery Policy for all GHD markets - Customer Care http://master.rf.gd/ReDelivery%20Policy%20for%20all%20GHD%20markets%20-%20Customer%20Care%20-%20Wiki.html

Restaurant Chains Refund Policy - Customer Care http://master.rf.gd/Restaurant%20Chains%20Refund%20Policy%20-%20Customer%20Care%20-%20Wiki.html

Restaurant Targeted Promotions - Customer Care http://master.rf.gd/Restaurant%20Targeted%20Promotions%20-%20Customer%20Care%20-%20Wiki.html

Sales Tax - Customer Care http://master.rf.gd/Sales%20Tax%20-%20Customer%20Care%20-%20Wiki.html

Sales Tax Exemption - Customer Care http://master.rf.gd/Sales%20Tax%20Exemption%20-%20Customer%20Care%20-%20Wiki.html

Standard Procedures for Chat - Customer Care http://master.rf.gd/Standard%20Procedures%20for%20Chat%20-%20Customer%20Care%20-%20Wiki.html

Talking Points for GHD Delivery Partner Issues - Customer Care http://master.rf.gd/Talking%20Points%20for%20GHD%20Delivery%20Partner%20Issues%20-%20Customer%20Care%20-%20Wiki.html

Tapingo Orders - Customer Care http://master.rf.gd/Tapingo%20Orders%20-%20Customer%20Care%20-%20Wiki.html

Technology_Site Issues Disposition - Customer Care http://master.rf.gd/Technology_Site%20Issues%20Disposition%20-%20Customer%20Care%20-%20Wiki.html

Text Messaging - Customer Care http://master.rf.gd/Text%20Messaging%20-%20Customer%20Care%20-%20Wiki.html

Tickets - Customer Care http://master.rf.gd/Tickets%20-%20Customer%20Care%20-%20Wiki.html

Ways to Order on Grubhub Processes & Features - Customer Care http://master.rf.gd/Ways%20to%20Order%20on%20Grubhub%20Processes%20&%20Features%20-%20Customer%20Care%20-%20Wiki.html

Pacifist94 commented 5 years ago

Check Status Disposition Order Information Disposition Problem with Food Disposition - as of 11/5 Promotion/Code Issues

Pacifist94 commented 5 years ago

https://rise.articulate.com/share/VMHzrsu-X7-SyNS77PG6O8U3VBhjvaYU#

Pacifist94 commented 5 years ago

https://www.surveymonkey.com/r/quiz/results?sm=tocbkqO4gZdaJ0dV7xbOmdtY5LcXdT7k5Zvur_2FdnxClT5X_2FeHTKeRbjZMlF3Wk_2BIoTj_2F9RK9RrNFBF6fY9Qz6wni_2B0HhiTBCfxyV_2FGNO58Serh_2BTd7hTnmLZaM5sUYVNcd79uLk1SDzRdR57p4Y770xd3v5iZAqR_2F3x_2FPG7u9FIEJr1y_2BVPstLOAXTAcmVbEssTeukBpTVAbLSXRVxxrSe5gIWZpusHis1SRT2TJFByNTWhmXxWkXGRXD2wY1v6PkIxE_2BFW7scndT74EU4FrJRvFMlH_2BFBlWSIXolrNuKFu7YK0Ed_2BiNnSXevc_2FkNlA9G7Z9XkTBU2e1OHutA68vZ967IPE5utZCxoWjaOui6wHHMdwuZlZ5u5tZITh11B_2Fw

Pacifist94 commented 5 years ago

Kitchen Tool to Update Restaurant info such as menus, Sections Prices (no more than changes)

Weekly Hours to update Schedule, as how long , if more than 5 days , transfer to RCare If Permanent we can do it and if only for 1 day Custom Hour/Create custom hour and select date

If you type "Delivery Close" The restaurant will only allow pick up orders. (Only if Self Delivery)

Pacifist94 commented 5 years ago

https://www.surveymonkey.com/r/quiz/results?sm=J4LLFyu1DKuovmuQGFCsLYN2BZrYk6haiVUfpcMeBM7_2BdrdmSg0UvbUX1Ze0R2VMUIdiujyNZsWQc2gFebttVIl_2FQ5199_2BZZ6IQZlUexPI7cnIn1AhPILiQvsK2uCHABEjDTlDVJ9y_2BH3fsshWy3BLf45CJFMNemZgzMNtU1rx_2BxOv5aVMuxvRF_2FL6mQBBcy0Bv20gWnhOHmDebH7QBjvle5MXZf0U3WoaZazIFtvP5p3WJOz_2Fhd3547YgMKt9Nmr24aEB_2BUNOlrbrQ18gEIKk3eIIzLxIEZlKEsNRfdtIKPwBC2WKpXN_2FWjSBZARYHJUDq4dEWpxk90eIfVDux_2FxpJDSQ1ZglHZVl1fuYj9_2F3Dl8UMsmiUedwNOzqfpYMLJ

Pacifist94 commented 5 years ago

5/9 sp.jhernandez4@grubhub.com

sp.jhernandez4 Grubhub#1.

Pacifist94 commented 5 years ago

http://freetexthost.com/vie12xsdaa

Pacifist94 commented 5 years ago

Thanks for calling Grubhub about your yelp order, How can I help you?

Issue:

Sorry | Apologize|
Specific Concern
Assure of help

Pacifist94 commented 5 years ago

https://www.surveymonkey.com/r/quiz/results?sm=LTP91K0ob1yRkE5cHk3jh135NtaaPMqHq2DU_2BdaVqrrYcAROr0hspWVq89O0E5p5QdlRzt5tFg6CBhqXaPyXq9iHY_2BDDKQ_2F0poWJoT3oHpz7U2e2LEMZ0WxGodAgiXh9

Pacifist94 commented 5 years ago

https://adfs.startek.com/adfs/ls/idpinitiatedsignon

Pacifist94 commented 5 years ago

Skip to end of metadata Created by Unknown User (kduffy), last modified by Irma Cruz on Feb 03, 2016 Go to start of metadata We interviewed Care Specialists Billy Walsh, Jamie McDonald, Nyla Hussain, Alex Costabile, Laura Wing, Veronica Wilson, and Briana Cottrell, who all express exceptional empathy to our Diners and Restaurants. Here are their tricks and tips:

What calls do you find the most difficult? How do you deal with them? I first allow the customer to vent, then apologize and offer an option to the customer to try to further contact the restaurant’s management or offer to cancel and refund order. -Veronica Wilson, SM CCare

I find calls between language barriers some of the most difficult to work. In these cases, simply remain patient, speak slowly, speak plainly, and repeat yourself as many times as necessary. For those harder cases, I highly recommend using google translate. -Alex Costabile, GH CCare

The most difficult of calls come from customer's who think we can do everything. We know we try hard, but we also know we aren't preparing the food, delivering the food, or process a refund. Sometimes it's hard to explain to customer's that we aren't the restaurant, bank and sometimes even the cops. -Laura Wing, GH CCare

All calls regardless of the issue can be difficult if we don’t take the proper steps to identify and isolate the root of the issue. Listen more, and let them know you've got their back. More often than not, restaurant owners or diners can be highly charged right off the bat, due to our high call queue time and ultimately shunned because as soon as they express negative emotion we tend to write them off, or dismiss the severity because we are not put in the same predicament. The only thing you can ultimately control is the quality of service you give we each and every time. Calling Customer Service is never forecasted as a enjoyable experience.. you’re awesome- whoever called in is lucky to have you! Shine bright like a diamond and work it. -Nyla Hussain, RCare

The most difficult often occur when I make what I feel is a decision that follow’s Policy and Procedure, and the customer is still very unsatisfied and essentially the call becomes an escalation. It took some time to learn how to deal with this, as we are told as Reps that we should be empowered by our decisions, only to have a Manager or whomever takes the call do the complete opposite. What I’ve learned is that, as we are dealing with Customer Service, there are moments when we do need to make judgement calls based on the resolution needed by our customers and partners. Learning this has made taking challenging calls much easier to resolve, and often times I can de-escalate a call now. -Jamie McDonald, SML CCare

The most difficult calls I’ve encountered have been with customers/restaurants that refuse to accept that you’re trying to help. They call in with their issue and it is the most important and only issue to them. In these situations, I always try to remember that while they may be uncooperative in the moment, they’ve got an independent point of view that I have not personally experienced, and I try to empathize with that. Even if at the end of the call the customer still isn’t cooperative and chooses to sometimes berate or make me feel lousy, I try and put it behind me after the conversation has ended and accept that it IS my job to deal with even the most angry customers (Obviously abuse isn’t tolerated, but there is a fine line sometimes). Accepting that these calls are in fact “part of the job” is the key to embracing the victories that come from turning those previously nasty calls into positive interactions by the end. -Billy Walsh, GH RCare

If we have someone struggling with empathy - what tips would you give them to help them get through difficult calls? Smile. It's such cheesy advice, but it does really work. Even if you are not feeling it, over animating myself physically affects my voice. But that works both ways so if I'm trying to sound sincere and I'm rolling my eyes you'll get an insincere tone. -Briana Cottrell, GH CCare

In order to show empathy on calls you have to listen and understand the concern of the caller. Restate the reason for calling to let the caller know heard concern and you are there to help. -Veronica Wilson, SML CCare

I would say that not every caller is the same. You can gauge how upset a diner or restaurant partner is by the tone of their voice, the speed of their words, and other audio cues. Try to see through the issue and be a sounding board for them before anything else. It also helps to have a clear outline for how to resolve their issues, but that comes in time. -Alex Costabile, GH CCare

Slow down and breath. I used to rush everything, always trying to get to the next call instead of really caring about an issue. I learned that this only makes things harder for yourself. Slow down and listen. -Laura Wing, GH CCare

Part of what makes us so awesome, is the non-robotic fun personalities we are allowed to offer! We are not expected to be scripted. Working here is a blast, and the culture is very relaxed and comfortable. Be your lovable self, and make them your ally- not your enemy. Maintain a warm, friendly tone, and you’ll have people who will move mountains and make stuff happen for you (in a great way.) #winning -Nyla Hussain, RCare

Always be nice. All the time. No matter what. We get a mixture of calls and regardless of how it goes, if you keep your attitude and approach positive, all will be well. Active listening. We are resolution based, it can be challenging to remember the issues of a call, take notes and confirm that you understand the issue at hand. Avoid speaking over or at the same time as the answering/calling party. It can be a true challenge when a caller appears to be aggressive and demanding; when this happens I keep in mind that this is not personal, though they may challenge my level of competence as a Rep etc, they are simply in need of a resolution and amidst their own frustration. -Jamie McDonald, SML CCare

Always try and put yourself in the caller’s position. If an angry diner is contacting us because they’ve been waiting for 3 hours to feed their kids dinner and it has yet to arrive, offering $5 in Free Grub may not be the end all/be all, and you have to do your best to put yourself in their shoes and connect with them on their current position. Empathy isn’t simply about apologizing or letting them know “you know where they are coming from”, it’s about connecting with these customers and restaurants on a human level, and doing everything in your power to use that connection and comprehension of their issue to resolve it or at least communicate to them that you ARE doing everything in your power to help. -Billy Walsh, GH Care

How do you calm down someone who is really upset? Thanking them for taking the time to make us aware has worked miracles for me. It empowers the caller. -Briana Cottrell, GH CCare

When handling an irate caller you have to allow them to vent, you also have to let them know you are listening. Never say things such as “Like I Said’, or “You're wrong”. When callers are upset give options to help with the process of having a Seamless experience. If the caller is yelling and screaming you never want to match their tone, we just have to keep calm and even speak in a lower voice. -Veronica Wilson, SML CCare

I do a few things in these cases. First, empathy is very important. It also helps a lot to identify something you have in common with the caller. IE. Explain that you're an employee and also a customer, and that you've had some similar issues and understand why they're upset. If the caller is still aggressive and the call hasn't been escalated yet, calmly and confidently explain that you take all of our customers' concerns very seriously and truly want to help resolve their issues. -Alex Costabile, GH CCare

First and foremost, you apologize. Once you hear out the issue, give the customer every outcome that is possible so that you can assist them to the fullest on how they want their situation handled. Nothing is worse than a customer wanting a refund and you got them the food delivered again. -Laura Wing, GH CCare

People with a sense of humor, have a better sense of life. Why so serious? Make some pop references and turn a negative into a positive. Be professional yet situationally appropriate. -Nyla Hussain, RCare

If I ever have a customer who is upset, if I’ve already tried apologizing, I let them talk and just listen. A lot of the time this is what they need to calm down. If you’re trying to explain something and they are upset, they won’t hear you anyway. Give them the time to speak through their frustration, and then provide them with the most helpful and accurate resolution. It truly helps to put yourself in the shoes of the customer, do what you can to provide a solution for them that reflects what you would want for yourself under the circumstances. -Jamie McDonald, SML RCare

Finding common ground with a customer who is upset can often turn the tides. Again, making that human connection with someone over the phone can take practice, but if you’re able to legitimately express empathy toward the caller and make it clear that their position is understood, they have the same opportunity to empathize with YOUR situation, and realize that you are here to help, and are clearly doing all that you can. With the exception of a “special” few, customers will recognize and appreciate your effort to help, even if you are limited in your options. -Billy Walsh, GH RCare

How do you maintain your tone and energy throughout the entire day from the first contact to the last? Just because the last call wasn't so great, doesn't mean this needs to carry over in the next- or the rest. Take a second to relax, and let it go. Our mantra revolves around consumer (diner)/user (restaurant) experience. We are the best, and therefore we always need to give everyone a unique memorable experience to look back on. -Nyla Hussain, RCare

I just keep in mind that the purpose of my position is to help anyone that is on the other end of the phone. I handle every call with the care and commitment that I would expect to receive if I were on the other end of the phone. Lastly, regardless of the call, I remain confident in my ability to rectify and resolve any issue that comes my way. -Jamie McDonald, SML CCare

Pace yourself. Some days you’re ahead, some days you’re behind. There will be busy, crazy days where you get 10 angry callers in a row. Instead of taking the brunt of those calls emotionally/personally, take a minute to decompress and breathe. Always keep in mind that the person on the other line has no idea that you’ve taken 5 angry calls straight, and you need to give them the same amount of support and understanding as the first 5. The trick to always having empathy toward our customers is to maintain that stance throughout the day, which can wear on you if you’re not careful! -Billy Walsh, GH RCare

Please list what you do that makes you so successful? I complete all request to avoid a repeat caller. I allow customer to vent and never cut them off. -Veronica Wilson, SML CCare

Even though quality is no longer a mechanic of the shift bid, CSATS still are. I place an emphasis on quality customer service and the rest works itself out. Stay focused, set goals, meet your goals, and have fun! -Alex Costabile, GH CCare

I try to stay consistent with how I handle my issues. I also am VERY extensive with my notes so that know one questions why I did something on an order. I learned that this helps me stay in the zone without any past distractions. -Laura Wing, GH CCare

You may see me around the office always laughing, it’s the best medicine. I take the feel good vibe, and transition that into my work. Don't go into any call, ticket, or email with a closed mind- outbound or inbound. What makes these people we interact with on the phone any different? Always offer the very best version of yourself. I give everyone a fresh, clean slate. Getting jaded or bitter is easy, but the ball is in your court the whole time. Inflection and tone is EVERYTHING! Give the type of quality service, that leaves you proud and the caller at peace.. which = less inbound contacts. AKA makes us way happier. :) -Nyla Hussain, RCare

I’m a close listener, I use sticky notes--greatest tool, EVER; I keep in mind my personal expectations for customer service when I’m working on ANY issue (this includes partners and diners). I keep up with our Policy and Procedure as much as possible, but also keep in mind that no situation is going to be exactly alike, therefore personal judgement calls--made by keeping our diners, partners, and company in mind--can often provide resolutions as well. I’m also aware that I’m surrounded by peers and management that can assist me if necessary. -Jamie McDonald, SML CCare

Listening is key for me. Making it clear to the customer that you’re listening to what they have to say (no matter how long-winded they can get sometimes!) is very important. I also try to pick up on the customer’s communication methods once the conversation has started. Everyone communicates differently. Some customers expect an apology and a schpeal to make them feel valued and some even expect us to flat out admit the mistakes and own up to it. Others may just want this issue resolved NOW, and you need to listen intently to pick up on these little nuances and do your best to capitalize on them. You can usually tell what kind of communication they are expecting after a few sentences are exchanged. -Billy Walsh, GH RCare

What do you overhear people do most often the causes calls to go downhill? I've noticed that sometimes people are too quick to accuse the caller that they're doing something wrong. "Well, that's what you ordered." "Well, you did order for pickup." "Well, that's what your menu says." "Well, you didn't call us to tell us that the customer didn't answer." I try to stay away from "you" in those human error moments. Keep it vague, "I'm sorry, it does look like that item was selected and ordered. The restaurant did prepared the order correctly, so we can't ask them to send a different item." Or "If this happens again, please let us know." -Briana Cottrell, GH CCare

I over hear reps interpreting callers, telling callers they are wrong and even arguing and getting loud with callers. Telling customers “I Don't Know”. A better way would be let me find out for you. Once the caller thinks you don't know what you are talking about they no longer want to speak with you. -Veronica Wilson, SML CCare

I hear people becoming irritated on call and stooping to the other's level. Do not follow our customers down the road of anger and frustration, it never ends well. There are better ways to project authority and help our customers without resorting to argument. -Alex Costabile, GH CCare Not stay calm. We are all victim to this because it is so easy to just want to hang up the phone. In this case, we have to remember each scenario is new for that person even if it isn't for us. -Laura Wing, GH CCare

“I AM Grubhub!” “SIR, SIR, SIR, SIR..” "MA'AM , IF YOU'D STOP INTERRUPTING ME." Whoa. Lower your battle shield. Working in a kitchen is dedication, and hard work. Let them vent. We tend to cut people off (whether it’s the restaurant, or the diner) in the middle of their thoughts to lay down Thor's hammer, all in the eve of miscommunication. Ultimately, telling them all the things we can’t do, and not all the awesome things we can do. Let's make a promise to our sanity (if not, something else) that we won't waste our time engaging in an argument where there is no real winner. When restaurants make mistakes, don’t chastise them- accept it and teach them preventative measures for the future. Show them you are on their side, and that we are on the same team- their happiness is the most important. They write our checks, you owe them respect & your time. (#realtalk) -Nyla Hussain, RCare

Calls can often go downhill when there is a lack of communication. It is very easy to have something misunderstood on a call, especially when dealing with a caller who is upset. -Jamie McDonald, SML CCare

A lack of patience when presented with a problem can cause a downward spiral rather quickly with our customers. If you aren’t willing to let them get everything vented to you (and many will want to go on for quite a while) and then respond with a respectful tone and positive attitude, you aren’t often going to get positive results. Absorbing the problem and presenting solutions to the best of your position’s ability is the only way to avoid frequent negative calls and angrier customers. More often than not, the customer won’t go out of their way to give you a bad CSAT if you clearly did your best to resolve the issue and connected with them during the conversation. -Billy Walsh, GH RCare

Why do you think empathy is so important? Empathy solves a lot of problems. Blame solves almost none. -Briana Cottrell, GH CCare

Empathy ensures that people contacting us know that they are not just a number they are important and we appreciate their business. -Veronica Wilson, SML CCare

I think being compassionate and having empathy for others is more than just a professional tool. There have been studies on the benefits of empathy; and these studies show that regular displays of empathy are a great way to improve your overall happiness, interpersonal skills, critical thinking skills, etc. Aside from that, I don't think anyone truly enjoys dealing with an apathetic customer service center! -Alex Costabile, GH CCare

It means that we care and that's what makes Grubhub customer care unique- we don't need to sell ourselves when we show it. -Laura Wing, GH CCare

Empathy is really really important, it shows transparency in our operation and sustains our business model. This company is the best at what it does, because we set ourselves apart by being fun, accommodating, and transparent. We are not in the industry to be dishonest. We need to convey pride in our genuity and integrity in every interaction we partake in. Whether we’re worth a million dollars, or a couple of hundred dollars - we are the BEST - and it starts and ends with us. There are a lot of doubters, and naysayers out there that fuel the fire (our teen spirit) by name dropping our competitors - prove them wrong, let them know you got this. Be a friend in need- 24/7, & 366 (on leap year). -Nyla Hussain, RCare

Working in any Customer Service industry, the only way to provide an adequate resolution is by understanding the perspective of the calling/answering party. As we are people, working to help other people, it’s necessary to go in the mindset of what you would want for yourself if you were in their situation. This understanding is key to both the success of us as Reps and also for that of the company.-Jamie McDonald, SML CCare

The definition of empathy is to vicariously experience the feelings/thoughts/attitudes of another. We are in the unique position every time a customer calls with an issue to own and take responsibility for how these negative feelings/attitude can be resolved. If we can find that human connection with our customer, you can make a huge difference from the caller’s perspective, and from yours as well. (ie: It feels freakin’ GOOD to help people!!) -Billy Walsh, GH RCare

How do you apply empathy to chat or email? I show empathy in email(s) by using the person name, and apologizing when needed and also reiterated the reason for the email. Address the concern in the email and not just sending a template. - Veronica Wilson, SML CCare

When adding empathy to text communication, be mindful that only 7% of a message can be conveyed through words. Our customers are essentially blind, and other text cues are hugely amplified as there is less sensory information for them to observe. You want to be sure to kick up your empathy a couple notches and show some excitement in your text communications. It's hard to mistake overt thoughtfulness and a willingness to help for anything else :) - Alex Costabile, GH CCare

It is always harder to write in empathy, put using words like please and thank you, show that you care about their issue. - Laura Wing, GH CCare

No interaction should ever be a bore. Have fun with it! People will serenade you with youtube videos, (yeah, it can happen to you..hakuna matata.) and joke with you even after being peeved/angry if you can make it more personable. Hotkeys are there to assist, but don’t be afraid to pepper in your awesome personality with your replies. Of course, always remain professional, yet try to mirror the person you’re talking to. Watch for how your answers can be interpreted or misconstrued. Imagine how we feel when we get a vague text message or email from a significant other, or a friend. Even though it’s just wording/sentence structure, it’s all our minds have to go off of. We detect tones through impression. Remain transparent, and engage in genuine concern. Present all possible solutions and you will have a ride or die, repeat customer/vendor for life. -Nyla Hussain, RCare

With email’s, it’s very important to use soft skills/words. Since they can’t hear you, you have to be very mindful of your words. As we do have a variety of amazing templates that can be used as guidelines, I like to add my own, sometimes generic, emphatetic phrases to the templates--both at the beginning and at the end of the email message. Thanking them for their email, apologizing for their experience (if necessary) and ending on a cheerful and helpful note, which is also provided by many of our templates. -Jamie McDonald, SML CCare

Being transparent is one of the most important things we can do when communicating with a customer over chat/email. While digitally we are limited in the amount of empathy that could otherwise be expressed with the tone of our voice and demeanor on the phone, doing our best to relate to the position of the customer via email/chat while not “beating around the bush” and maintaining clarity of WHAT the issue is, and HOW we are going to resolve it. Such impersonal communication methods such as these can often lead to more hostile customers and communication, but taking it with a grain of salt and maintaining an empathetic yet stable position is key. We are in control, and we need to always keep steering until we get the issue going in the right direction! -Billy Walsh, GH RCare

Pacifist94 commented 5 years ago

What is Empathy? As defined by Care's very own Quality Team, Empathy is about seeing experiences from other people’s perspectives. We want diners and restaurants to know we understand, care and want to help them.

Empathy does not involve assigning blame but rather, taking ownership of the issue, putting yourself in their shoes, actively listening, apologizing for the specific situation (as opposed to ending an apology with "that"), and expressing a desire to help. It’s easy to say you’re sorry; sounding sorry takes a little bit more effort. Since tone is everything, sound like you mean it. It is important to specify that an apology does not equal empathy, but being a part of it. If there is a problem, apologize for it, and that the degree of empathy depends on the severity of the problem and how much the customer is upset.

To illustrate more on what empathy is (and is not), feel free to view the video below by renowned novelist and speaker, Dr. Brene Brown. Please note, only watch this video if you are on your lunch or break.

Empathy throughout a Contact Empathy can come in many forms and there are always opportunities throughout a contact (inbound/outbound call, chat, and so on) to sprinkle empathy on a diner or customer.

Check out the modules for Phone Soft Skills and Chat Soft Skills. Additionally, below are a few examples of areas within a contact that you have the opportunity for empathy:

Saying “Please” and “Thank you” Example: “Thank you for calling Grubhub/Seamless, my name is ___, how may I help you today?”

Example: "While I attempt to reach the diner to alert them of their delivery, may I place you on hold? (when returning) "Thank you for holding.”

Example: "Please bare with me one moment as my system is slowly bringing up the order".

Tone Maintain Tone

Keep it slow and steady

Be nice. All of the time. No matter what.

Apologize if/when necessary (EMPATHY)!! Example: “I do apologize for the inconvenience. This is not the experience we want you to have.”

Example: “I’m sorry to hear that; I can definitely help fix this for you.”

Example: “I understand how frustrating that can be, I apologize for the experience.”

Confirm ALL information Ask clarifying questions to show your understanding of their issue. There can be multiple issues that need to be resolved and handling one issue at a time leads to accurate and helpful resolution.

Example: “Just so I got it, you are looking to confirm order ____ and switch it from delivery to pickup per the diner's instructions, correct?"

Show that you are ALWAYS available: Example: “I have processed a refund in the amount of _ for , is there anything else I can do for you today?”

Address down time/work time during a call. Remind the caller that you are still on the line—remember, they cannot see you.

Example: “Bare with me one moment while I look the order up.”

Example: “I apologize in advance for the small amount of dead air, just waiting for my system to pull up the restaurant account.”

Use the diner's name (when appropriate and in a warm tone) as this adds sincerity to your execution. Example: "Hi Justin! Sorry to hear you did not get ranch with your mozzarella sticks! Do you mind holding for a moment while I contact the restaurant and see if we can get that delivered out to you? If you prefer, I could also text you an update as well." Avoid over use of Hotkeys when on Chat. Be aware that chatting creates a different experience than a phone call. Your warm, friendly tone of voice does not come across on Chat so you need to make sure that you convey this in other ways. Avoid relying too heavily on Hotkeys so that the conversation does not sound robotic. Use words and phrases that convey the tone that you would usually use on the phone. Addressing a customer by name at the beginning of the conversation helps, as does a conversational tone and occasional smiley face icon. Empathy during a Difficult Contact Often times, it is hard to be empathetic towards a difficult caller. Remember, diners/restaurants are calling in because they have a frustrating issue and generally not to let us know that their order arrived on-time or as they eat their food, they feel self-actualized and enlightened. The trick is to win over a difficult caller and by winning them over, you can mutually work towards a proper resolution. Below are a few tricks to assist in turning a difficult caller into simply a caller with an issue to be resolved.

• Let the Customer vent—often times, we as Specialists know how to remedy a situation right away and begin cutting the caller off so we can move more quickly move towards a resolution. This usually starts off with "Sir, Sir, Sir, Sir" or "Ma'am, Ma'am, Ma'am, Ma'am" and then followed by "If you would just let me...". The problem is that while you are trying to resolve the issue for the caller, you are not letting them express/vent their feelings. Trying to resolve an issue before letting a caller express their feelings, usually never works. Instead let them vent and express themselves and after these feelings are off their chest, then let them know you were listening to their concerns and how you will move forward with resolution.

• Express Empathy–on a wiki page for Empathy, you bet this would come up (smile) By letting customers know that you understand their frustration, you begin to build a rapport with the them. Here are a few empathic phrases that when applied with sincerity, really express empathy to the customer:

I see what you mean
That must be very upsetting
I understand how frustrating how this must be
I apologize that you have been waiting outside to make a delivery.

• Active Problem Solving–Ask questions that clarify the root of the customer's problem/frustration. When asking questions, be sure to listen to everything they are saying and avoid jumping to conclusions. Remember, upset customers rarely present their issue in a neat little package with a bow and you may have to play detective to make sure you understand their issue in its entirety. The mirroring technique allows you to summarize your understanding of the issue with the customer and then reflect back to them. The customer will then have the chance to confirm your understanding and consequently show them that you are resolving their issue with sincerity.

• Sincerity–while this has been discussed throughout the aforementioned tips, it is important to reiterate. You may have heard the same issue a 1,000 times that day but to the customer, this is their first time dealing with this issue. By being sincere throughout the resolution of the issue, this empowers the customer to trust you are handling the issue and creates customer loyalty to Grubhub Not to mention, this creates a not-so difficult customer.

Empathy with Non-Native Speakers A language barrier is no one's fault. As much as you are trying to communicate effectively with the other person, they are trying to understand what you are saying. It's just hard for everybody. However, we are the one in charge of making the experience pleasant, so, no matter what, apologize for misunderstandings, and always kindly ask people to repeat what they said, if not understood.

Check out the module for Working with Non-Native Speakers and below are quick pointers with working with said callers.

• Speak clearly, slowly and pronounce your words correctly:

Exaggerated pronunciations will not help your listener and may cause more confusion. This does not mean speaking louder. It means pronouncing things correctly. Try really hard to pronounce every letter. (example: twen-ty not tweny)

• When possible, opt for simple words instead of ones that are complex.

The more basic a word is, the better chance it will be understood. It also helps to mirror the language that the person is using: if they are saying customer, don't say diner.

• If asked to repeat something, first repeat it as you said it the first time.

If they are trying to translate your response, changing your words might confuse them further. If your listener still doesn't understand, change a few key words in the sentence. It may be that they couldn't understand one or two of the words. Also, repeat the whole sentence and not just the last couple of words. It's time consuming, but it helps prevent further confusion.

• Be Explicit and Direct:

Say “Yes” or “No”. Do not say: “Uh-huh” or “Uh-uh”. Ask questions or make requests as plainly as possible Even though you might be tempted to speak politely with indirect questions (i.e. Would it be possible to..? or I was wondering if you could..? or If you wouldn't mind terribly to..? etc.), it is best to avoid as many unnecessary collocations as possible. A simple "can you X or Is it Y - followed with a universal "please" and "thank you" should do the trick.

• If at all possible, ask questions in a yes/no format.

This creates easy answers.

• Confirm what you do understand.

Don't let people waste their energy repeating themselves if you do understand them.

• Keep in mind that, on a certain level, they will be "translating" their language to yours.

People who are "translating" between languages in their head often require a bit more time to formulate a response. Give them some time to do this before rephrasing, etc., and try to be comfortable with silence as you wait for them to respond.

Coaching Empathy In terms of what our Quality Team looks for regarding empathy, treat all issues as though no one has ever called about that issue before. Make it sound like it’s a big deal. Keep in mind that the only time anyone contacts us is because something went wrong. Remember, just because it’s a common occurrence for us, doesn’t mean it should sound like a common occurrence to the caller. Don’t get defensive, make excuses or blame anyone else. Avoid undermining the issue by qualifying the apology with words like “if”, “only” and “but”.

The following are good/bad examples from provided by our Quality Team.

Good Example – “I’m so sorry your order was late this evening. Let me find out where it is for you.” Good Example – “I really apologize. We’ll get this straightened out for you. Do you want the missing item delivered or would you prefer a refund?” Good Example Restaurant - “This is the 3rd time I’m calling; you guys have my hours wrong!” Specialists - “I’m so sorry we don’t have your hours correct, let me help you fix this.” Good Example – “That sounds like a terrible experience. Let me make this right.”

Bad Example - “I see your food is ONLY 2 minutes late.” Bad Example - “I’m sorry IF you were offended.” Bad Example Restaurant - “We just called in twice to change the price of pizza and we’re losing money.” Specialists - “What price should it be?”

Really Bad Example – No apology at ALL, especially for common issues like late food.

Pacifist94 commented 5 years ago

Skip to end of metadata Created by Dominique Harris, last modified by Irma Cruz on Feb 03, 2016 Go to start of metadata Here are some great tips for expressing empathy WITHOUT always saying "I'm sorry"

Things to Remember:

Use the person's name, and offer a definitive statement of help. "Jeff, I am happy to help you check on your late order." Acknowledge the situation, and follow up with a statement of help. "I wish your order wasn't running late, but I am happy to get you a status update." Take ownership of the issue, empathize, and move on! When dealing with system issues/outages/features:

“Websites can be difficult to navigate. Especially with so many updates”

“We don’t enjoy being unreliable, it’s not fair to you as our customer”

“We appreciate your patience during this inconvenience.”

“We always appreciate customers who take the time to give us their feedback.”

“I can understand how frustrating it is when your app stops working”

"I totally understand your frustration, we're working on making sure we create a better system for you"

“As much as I'd love to help, your request is beyond what we're able to do for customers at the moment.”

"We're experiencing some growing pains at the moment, and it upset us that it affects you as well."

"This isn't the experience we envisioned for you"

"Thanks for alerting us!"

When dealing with poor food/poor service/general frustration:

“Thanks for notifying us to the about service you have received. What can I do to help fix the situation?”

“I’m sorry you’ve had such a bad experience. I’d like to try and help.”

“I can completely understand. If that happened to me I’d be really upset too. I can imagine how frustrating that must be.”

“What’s happened to you is unacceptable and against company policy. Let me consult a supervisor to see if there is anything extra we can do to help.”

“It’s perfectly understandable that you’re very upset about what’s happened.”

“The same thing happened to me only recently, so I can see why you’re angry. It’s a terrible inconvenience. Let me try and see what I can do to rectify the problem.”

“We don’t like to see our customers upset and inconvenienced. We always strive to create a positive customer experience.”

“I realize how annoying it is to…”

“I cannot imagine how upsetting it is to…”

“I know how confusing it must be when…”

“I’m so sorry to hear that…”

“I hate that you had to make this call today.”

“I’m glad you called today so that we can take care of this right away.”

"Oh no!"

"My goodness!"

"Shucks!"

"I have been there as well"

"On the behalf of Grubhub, I am going to make this better for you"

"We appreciate the feedback"

Pacifist94 commented 5 years ago

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Pacifist94 commented 5 years ago

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Pacifist94 commented 5 years ago

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Pacifist94 commented 5 years ago

https://docs.zoho.com/sheet/open/abxtj52ad33a891ef44a6a244d02b0a638e97/sheets/Hoja1/ranges/C29

Pacifist94 commented 5 years ago

Buster Captcha Solver https://chrome.google.com/webstore/detail/buster-captcha-solver-for/mpbjkejclgfgadiemmefgebjfooflfhl

Pop up blocker for chrome https://chrome.google.com/webstore/detail/pop-up-blocker-for-chrome/bkkbcggnhapdmkeljlodobbkopceiche

Pacifist94 commented 5 years ago

"I understand you are probably very busy right now and it may not be a good time to troubleshoot this issue with you. I think it may be best we keep your restaurant offline for now to prevent missed orders and unhappy customers, and you can contact us at a better time to fix this transmission issue."

"Unfortunately until this transmission issue is repaired we will need to keep your restaurant offline to prevent failed orders and unhappy customers."

Pacifist94 commented 5 years ago

public class MoveByTouch : MonoBehavior{

void Update(){ if(Input.touchCount > 0) { Touch touch = Input.GetTouch(0); Vector3 touchPosition = Camera.main.ScreenToWorldPoint(touch.position); touchPosition.z = 0f; transform.position = touchPosition; } } }

for(int i=0; i < Input.touchCount; i++) { Vector3 touchPosition = Camera.main.ScreenToWorldPoint(Input.touches[i].position); Debug.DrawLine(Vector3.zero, touchPosition, Color.red); //enable Gizmos }

Pacifist94 commented 5 years ago

using UnityEngine; using System.Collections;

public class ExampleClass : MonoBehaviour { public Vector2 startPos; public Vector2 direction; public bool directionChosen; void Update() { // Track a single touch as a direction control. if (Input.touchCount > 0) { Touch touch = Input.GetTouch(0);

        // Handle finger movements based on touch phase.
        switch (touch.phase)
        {
            // Record initial touch position.
            case TouchPhase.Began:
                startPos = touch.position;
                directionChosen = false;
                break;

            // Determine direction by comparing the current touch position with the initial one.
            case TouchPhase.Moved:
                direction = touch.position - startPos;
                break;

            // Report that a direction has been chosen when the finger is lifted.
            case TouchPhase.Ended:
                directionChosen = true;
                break;
        }
    }
    if (directionChosen)
    {
        // Something that uses the chosen direction...
    }
}

}

Pacifist94 commented 5 years ago

No matter who touches as soon as a we get the obj.Gameobject / then if is cancelled we disable the GO or trigger a new animation for Failure

Pacifist94 / 1

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