Phones - Grubhub Guide

QA - Interactive Walktrhough

Start

This interactive guide will help you though the journey to achieve the QA Excellence ! Good Luck !

Main Content :

Choose your call driver !

1. Order not received.

2. Incorrect Order.

QA Overall Evaluation Guidelines

GH Order not Received resolution guide

GH Incorrect Order resolution guide

QA Guidelines

Order not received

Expand !

Go to the Main content

1. Greeting

2. Acknowledgment

3. Contact Verification

QA Score

1. Greeting statement. Agent’s name, Department’s name, assistance offering.2. Plus membership should be acknowledge as soon as you identify it.

Compliance Critical !Remember that not complying this will cause instantly a QA Score of 0% Important: Theses particular criteria applies in the complete flowRudeness/condescending/inappropriate behavior or tone -100 %Non-Work Related Content Captured - 100%

Order not received

Choose your aux !

Go to the Main content

1. Greeting

cHAT

2. Acknowledgment

3. Contact Verification

QA Score

Calls

Structure: (Hi, Good morning, Thank you for contacting etc.) Agent name, Company name, Call recording notice, Reason for call.

Greeting

Structure Examples:1. Hi, this is [Name] from Customer Care. How may I help you today?Membership Acknowledgement:2. We appreciate you being a Plus member!

Outbound Call

Structure:Greeting statement, Agent name, Department name, Call Recording Disclosure, Confirm diners first name, Reason of Call, Apologize, Offer Assistance.EX: Hi, this is [Name] from Customer Care, in a recorded line. I’m I speaking with [Diners First Name Only]... I’m calling you because out chat droop and your order not being delivered. We are sorry about it. I am here to help you with that!

Click to open additional information!

Compliance Critical !Remember that not complying this will cause instantly a QA Score of 0% Disclosed confidential information - 100 %Call recording not disclosed - 100%

Order not received

Go to the Main content

1. Greeting

2. Acknowledgment

3. Contact Verification

QA Score

13%

1. Greeting statement. Agent’s name, Department’s name, assistance offering.2. Plus membership should be acknowledge as soon as you identify it.

1. Acknowledgment of the pain point or each new request made by the customer.2. Positively engage the caller.3. Keep a genuine and conversational tone throughout the Call.4. Address the customer’s emotional state when applicable 5. Acknowledge the diner’s pain point as soon as possible.

Order not received

Choose your aux !

Go to the Main content

1. Greeting

2. Acknowledgment

3. Contact Verification

cHAT

QA Score

Calls

Structure: (Hi, Good morning, Thank you for contacting etc.) Agent name, Company name, Call recording notice, Reason for call.

Acknowledgement

Some good examples :)I am sorry that you have to go through this experience. I am here to make things better for you. Kindly give me a minute to check on our resources.I understand how frustrating this experience can be. Kindly give mea moment to get the options to resolve this.We understand the hassle that this has caused you.Bad practices :(Use statements as “Ok”, “I see” or “No worries”.

Order not received

Collapse !

Go to the Main content

1. Greeting

2. Acknowledgment

3. Contact Verification

QA Score

23%

1. Greeting statement. Agent’s name, Department’s name, assistance offering.2. Plus membership should be acknowledge as soon as you identify it.

Next section

If Account Information Auto-populates in the Ticket: Ask the requester for their full name and make sure it matches.

Compliance Critical !Remember that not complying this will cause instantly a QA Score of 0% Disclosed confidential information - 100 %

Order not received

Choose your aux !

Go to the Main content

1. Greeting

2. Acknowledgment

3. Contact Verification

cHAT

QA Score

Structure: (Hi, Good morning, Thank you for contacting etc.) Agent name, Company name, Call recording notice, Reason for call.

Calls

Contact Verification

If Account Information Auto-populates in the Ticket: Ask the requester for their full name and make sure it matches. EX: May I have your name, please?If Account Information DID NOT Auto-populated in the ticket: Ask for the account phone number. If no account pulls up, ask for the email address. If no account pulls up, ask for an order number.?EX: May I have the phone number/email related to the account, please?

Click to open additional information!

Order not received

Expand !

Go to the Main content

4. Probing Questions

QA Score

63%

Make probing questions to determine the diner is actually contacting due to order not received.

Previous sECTION

Expand

Order not received

Choose your aux !

Go to the Main content

4. Probing Questions

cHAT

QA Score

Make probing questions to determine the diner is actually contacting due to order not received.

Expand

Probing Questions

Make probing questions to determine the diner is actually contacting due to order not received. EX: Just to confirm, did you received anything at all? Note: If the diner got something it might be Incorrect Order/Item or Missing Item. Note: If the diner contacted out of the first 48 hours from the Original ETA, apologize for not receiving the order and inform diner we are unable to refund as they did not contact us within 48 hours from the ETA.For GHD & For self Delivery:Note: Ask for the full address, including city, state, zip code and any apartment number or building name. DO NOT provide the information but ask for it.EX: May I have the complete delivery address, including the city, state, and zip code, as well as the associated phone number for your order?

Calls

Order not received

Expand !

Go to the Main content

4. Probing Questions

QA Score

63%

Make probing questions to determine the diner is actually contacting due to order not received. For GHD: If contact information is correct, ask the diner to check the Drop-off Photo and ask to take look for the order on the outside of their location or the specified location from delivery instructions. If information is incorrect, ask the diner to to look on the specified location from delivery instructions or outside of their location.For Self Delivery: Ask the diner to to look on the specified location from delivery instructions or outside of their location.

Collapse

Order not received

Go to the Main content

4. Probing Questions

QA Score

83%

Make probing questions to determine the diner is actually contacting due to order not received.

5. Resolution

Expand

1.Identifying the issue 2. Using all available resources 3. Providing correct resolution 4. How to educate our Diner

Compliance Critical !Remember that not complying this will cause instantly a QA Score of 0% Took action on account without account holder's authorization - 100 % Provided another party's information (driver, diner, restaurant) - 100 % Provided internal Grubhub-Seamless information - 100 % Encouraged customer to violate terms of service - 100 % No action taken - 100 %

Order not received

Choose your aux !

Go to the Main content

4. Probing Questions

cHAT

QA Score

Make probing questions to determine the diner is actually contacting due to order not received.

Expand

RCGN Script

Calls

OB Redelivery

Diner Found the order

Contact information is incorrect / Diner did not find the order / Not Eligible for Redelivery

Refund Spiel

Concession for Sup Approval

Contact information is incorrect / Diner did not find the order / Eligible for Redelivery

Diner found the order / Contact information is incorrect

Contact information is correct / Diner did not find the order / Not Eligible for Redelivery

Contact information is correct / Diner did not find the order / Eligible for Redelivery

More than 48 hours

Due new updates it's not necessary to request approval, only request it if there is no good response after offering the 3rd concession

Follow the Compass East flow

After telling the two lines, and beginning the call with the restaurant don't forget about telling the call recording disclaimer

RCGN Script: Great to hear you were able to find your order! Just to confirm, are we all set for today?

Follow the Compass East flow

Educate diner

RCGN Script: Unfortunately, we can't issue a refund for this order because it's been more than 48 hours since the delivery ETA. We apologize for the inconvenience. In the future if there's an issue, try to reach out to us as soon as possible.

Order not received

Go to the Main content

4. Probing Questions

QA Score

83%

Make probing questions to determine the diner is actually contacting due to order not received.

5. Resolution

Collapse

1.Identifying the issue If the diner was able to find the order, no further action is needed. / If the diner was unable to find the order, proceed with step 3. Providing Correct Resolution.2. Using all available resources RCGN Compass East 3. Providing correct resolution Check if redelivery is available (Only GHD) and offer it in case it is. / If redelivery is not available or the diner rejects it, check if refund or Grubhub Credit options is available. / If diner prefers original form of payment, issue the refund and provide the required details. 4. How to educate our DinerEducate the diner in case the address/phone number is incorrect.

Order not receieved

Choose your aux !

Go to the Main content

cHAT

4. Probing Questions

Previous sECTION

Next section

Calls

QA Score

Make probing questions to determine the diner is actually contacting due to order not received.

Expand

Resolution

Providing Correct Resolution1. Check if redelivery is available (Only GHD) and offer it in case it is. EX: I apologize for this inconvenience, [Diner Name]. We may be able to redeliver this order in an estimated [] minutes. Is that something you would like?2. If redelivery is not available or the diner rejects it, check if refund or Grubhub Credit options is available.EX: We apologize for the inconvenience. There are two different options when it comes to getting a full refund. We can issue your refund as Grubhub credit, which is available to use immediately on your next order. Or, we can issue a refund to your original payment method, which can take a day or two to process. Which refund method do you want?3. If diner prefers original form of payment, issue the refund and provide the required details.EX: I have canceled your order. The amount refunded will return to your original form(s) of payment. Most refunds are processed within 24 hours, depending on your bank. You can reference your order details within the app at any time and you’ll also receive a confirmation email. We will also send you a discount code for $10 off via email that can be applied to future orders within the next 30 days. Is there anything else I can help you with?4. If the diner prefers a Grubhub Credit, issue the credit and provide the required details.I have canceled your order. The amount refunded will be applied to your account as Grubhub credit. This credit is available immediately at checkout and expires in 90 days. You can reference your order details within the app at any time and you’ll also receive a confirmation email. We will also send you a discount code for $[Concession Amount] off via email that can be applied to future orders within the next 30 days.

Compliance Critical !By avoiding any of these steps your QA Score will have - 20%

Order not received

Collapse !

Go to the Main content

4. Probing Questions

QA Score

100%

Make probing questions to determine the diner is actually contacting due to order not received.

5. Resolution

1.Identifying the issue 2. Using all available resources 3. Providing correct resolution 4. How to educate our Diner

6. Closing

1..Offer further assistance2. Pre closing message3. Closing message4. Closing Notes

Additional Standards

Order not received

Choose your aux !

Go to the Main content

4. Probing Questions

QA Score

cHAT

Make probing questions to determine the diner is actually contacting due to order not received.

Expand

Closing

1. Offer further assistance1. Offer further assistance after providing the final resolution. 2. If the diner asks another question after offering further assistance, this answer would be the new final resolution, therefore, we should offer further assistance again.2. Send closing message1. The closing message should include a survey offer, and a farewells closing message.2. DO NOT refer your self on first person when offering the survey.3. Closing Notes Internal Notes / Logging SummaryLogging Transaction PCR & SCR should be Check Status/ Order Not Received Who did we speak with: Name of the dinerWhat was their issue: Order Not ReceivedWhat action did we takeWho did we speak with: Name of the restaurant representativeWhat was discussed

Calls

Click to open additional information!

Incorrect Order

Expand !

Go to the Main content

1. Greeting

2. Acknowledgment

3. Contact Verification

QA Score

1. Greeting statement. Agent’s name, Department’s name, assistance offering.2. Plus membership should be acknowledge as soon as you identify it.

Incorrect Order

Go to the Main content

1. Greeting

2. Acknowledgment

3. Contact Verification

QA Score

13%

1. Greeting statement. Agent’s name, Department’s name, assistance offering.2. Plus membership should be acknowledge as soon as you identify it.

Incorrect Order

Collapse !

Go to the Main content

1. Greeting

2. Acknowledgment

3. Contact Verification

QA Score

23%

1. Greeting statement. Agent’s name, Department’s name, assistance offering.2. Plus membership should be acknowledge as soon as you identify it.

Next section

If Account Information Auto-populates in the Ticket: Ask the requester for their full name and make sure it matches.

Compliance Critical !Remember that not complying this will cause instantly a QA Score of 0% Disclosed confidential information - 100 %

Incorrect Order

Expand !

Go to the Main content

4. Probing Questions

QA Score

63%

Previous sECTION

Ask the diner for more details on what was incorrect about their order.

Incorrect Order

Go to the Main content

4. Probing Questions

QA Score

83%

Ask the diner for more details on what was incorrect abouttheir order.

5. Resolution

1.Identifying the issue 2. Using all available resources 3. Providing correct resolution 4. How to educate our Diner

Order not received

Choose your aux !

Go to the Main content

4. Probing Questions

cHAT

QA Score

Make probing questions to determine the diner is actually contacting due to order not received.

Expand

RCGN Script

Calls

Resolution - GHD (Including JIT) and SD

Resolution - Self Delivery

Resolution - Cash

Resolution - Guest Orders

Resolution - PnP

Resolution - Pickup

Refund Spiel

Concession for Sup Approval

Due new updates it's not necessary to request approval, only request it if there is no good response after offering the 3rd concession

Follow the Compass East flow

Verbiage: 💬/concession guest order “This order was placed outside of the GH Platform and we do not have access to apply credit on behalf of a third party website. My apologies for the inconvenience.”

Incorrect Order

Collapse !

Go to the Main content

4. Probing Questions

QA Score

100%

Ask the diner for more details on what was incorrect abouttheir order.

5. Resolution

1.Identifying the issue 2. Using all available resources 3. Providing correct resolution 4. How to educate our Diner

6. Closing

1..Offer further assistance2. Pre closing message3. Closing message4. Closing Notes

Additional Standards

Closing

Closing Notes:1. Internal Notes/ Logging Summary 2. Logging Transaction PCR & SCR should be Problem with food/ Incorrect order. Inbound:3. Who did we speak with: Diner’s name4. What was their issue: Incorrect Order 5. What action did we take: Refund incorrect order and give all the details to the diner. Outbound:1. Who did we speak with: Driver’s name 2. What was discussed: Asked the driver if he/she had the correct order. Driver confirmed that he/she did not have the diner’s order.

Acknowledgement

Aditional Standards

1. Transfer Procedure - (2%)2. Technical Grammar mistakes - (3%)3. Using Profesional Wording - (3%)4. Unnecessary Extra Actions - (5%)5. Dead Air - (2%)6. Interrumptions (3%)7. Hold Times (2%)8. Logging Transaction Fields (10%)

To avoid grammar errors you can use the RCGN templates.

Order Number, Requester, QA Form (Customer Care), Primary and Secondary Contact Reasons, Adjustment Descriptions.

Contact Verification

Click to open additional information!

RCGN Script

Further AssistanceIs there anything else I can assist you with?Standard ClosingIt was a pleasure to assist you! thank you for calling, please stay on the line for a brief two-question survey after the call.Pre-Closing MessageAre you still with me?No response + Survey + ClosingI haven't heard from you in a while, so I'm going to go ahead and end this call. please stay on the line for a brief two-question survey after the call.

Aditional Standards

To avoid grammar errors you can use the RCGN templates.

Order Number, Requester, QA Form (Customer Care), Primary and Secondary Contact Reasons, Adjustment Descriptions.

We apologize for the trouble. We understand the hassle you had to go through and to make up for the inconvenience I will issue a promo code you can use for your future order. You will be receiving an email with the details. I have sent you an email with (amount) in GrubHub credit to use on future orders within the next 30 days. Your credit will be available at checkout. I want to do what I can to make this right for you. To further compensate you for the inconvenience, I can increase the credit to XX. How does that sound?

Probing Questions

Ask the diner for more details on what was incorrect about their order.EX:May I ask how the order was incorrect? Did you receive someone else’s order? Which items did you receive instead?

RCGN Script

PROBINGDid you receive a part of the order? May I have the complete delivery address, including the city, state, and zip code, as well as the associated phone number for your order? Have you checked your premises to see if your order may have been placed somewhere? Have you checked outside the door or any possible drop-off locations?TRANSITIONThank you for the confirmation. Please give me one moment to check on our options. Thank you! Thank you for extending your patience. I am still working on this.TRANSFER DUE TO ESCALATIONBefore I transfer you over, is there anything else I can assist you with? Allow me to transfer you to a supervisor on duty, who will be able to assist you further on this matter

1. Ask diner for more details on what was incorrect about their order 2. All items on the order were incorrectDiner received someone else’s order (labeled with someone else’s name, or from another restaurant)3. Refund on Restaurant

Great to hear you were able to find your order! We just found out that the phone number doesn't seem to match the one we have on file. Rest assured that a refund will be processed and the order cancelled. We are happy to inform you that you can have your details updated using our mobile app and/or the GrubHub website. Just to confirm, are we all set for today?

RCGN Script

ACKNOWLEDGMENT1. I’m very sorry about the experience you had today. I can definitely help you! 2. I understand this is not the experience we want you to go through. Let me make things right for you.3. We understand the hassle that this has caused you. We'll be happy to work this out for you. Kindly give me a minute to check on this

1. Ask Diner the PWF probing questions 2. Direct the Diner to the Restaurant for compensation3. If the Restaurant will not compensate, transfer to DET to issue concessions for the amount of the item or order.

RCGN Script

PROBINGMay I ask how the order was incorrect? May I know what was wrong with your order?Can you describe the item(s) you received?Were any of the items the same as what you originally ordered?How did what you received differ from what you ordered?If concern is around special instructions:Can you please specify which special instructions were not followed?TRANSITIONThank you for the confirmation. Please give me one moment to check on our options. Thank you! Thank you for extending your patience. I am still working on this.TRANSFER DUE TO ESCALATIONBefore I transfer you over, is there anything else I can assist you with? Allow me to transfer you to a supervisor on duty, who will be able to assist you further on this matter

RCGN Script

ANONYMOUS USER VERIFICATION:1. May I please have your full name and the phone number associated with your order?If with the previous information doesn't show results: 2. May I have the order number? 3. May I have the email address associated with your order?

I am sorry you had to go through this hassle today (diner). We just found out that the phone number/address doesn't seem to match the one we have on file. We are happy to inform you that you can have your details updated using our mobile app and/or the GrubHub website. To make things right, we may be able to redeliver this order in (estimated time). Is that something you would like?

1. Ask Diner the PWF probing questions 2. Confirm order number3. Call Driver 2 times max.Ask if they have the correct order and if they are willing go back to the Diner with the correct order4.1 Yes, Driver has the correct order and will go back to DinerVERBALLY provide the complete delivery address to the driver.4.2 No, Driver does not have correct orderRefund on RestaurantDo NOT issue concessions If diner pushes back, use provided verbiage 4.3 Driver has correct order, but can't deliver itRefund on GrubhubDo NOT issue concessions If diner pushes back, use provided verbiage4.4 Can not reach Driver after 2 attemptsRefund on RestaurantDo NOT issue concessions If diner pushes back, use provided verbiage

RCGN Script

StandardThank you for contacting Customer Care. My name is Agen't Name. How may I help you today?Plus MemberHello! Thank you for contacting Customer Care! My name is Agen't Name, and I will be happy to assist you. Thank you for being a Plus member. How may I help you today?

1. Ask Diner the PWF probing questions 2. Refund entire order on Restaurant3. Notate what was incorrect

RCGN Script

QA - Guidelines

Customer Experience 1. No customer-facing technical writing mistakes 2. Using professional wording 3. Not using internal jargon 4. Clear and easy to understand 5. Not Interrupting the Customer 6. Not Overly Repetitive 7. Displaying interest and willingness to help (acknowledgement) 8. Following hold and/or transfer procedure 9. Significant delay between responses 10. Workflow efficiency 11. Greeting 12. Asking if further assistance is needed 13. Offering the survey 14. Offering the survey in unbiased manner 15. Using appropriate closing 16. Took action on account without account holder's authorization 17. Rudeness/condescending/inappropriate behavior or tone 18. Disclosed confidential information 19. Provided another party's information (driver, diner, restaurant) 20. Provided internal Grubhub-Seamless information 21. Encouraged customer to violate terms of service 22. No action taken 23. Call recording not disclosed 24. Non-Work Related Content Captured

Resolution

Business Impacts

Resolution

Identifying the issue
Providing correct resolution
Using all available resources
Educating as appropriate
Providing all necessary details

Business Impacts

Financial (Issuing/Offering Warranted Refunds, Upcharges, Concessions, Credits)
Unnecessary Actions (Bounce-Backs, Taking Unnecessary Actions, Requesting Unnecessary Information)
Logging Summary of Contact in Sufficient Detail
Logging Transaction Fields Correctly

1. Ask Diner the PWF probing questions 2. Refund order on Restaurant3. Advise the diner they can reorder

I apologize for the inconvenience. I know this is not what you were expecting and we just found out that the phone number/address doesn't seem to match the one we have on file. We are happy to inform you that you can have your details updated using our mobile app and/or the GrubHub website. To make things right, I will cancel your order, and the refund will be processed.

RCGN Script

1. Ask Diner the PWF probing questions 2. Issue refund for incorrect order on Grubhub

QA - Guidelines

Customer Experience1. No customer-facing technical writing mistakes 2. Using professional wording 3. Not using internal jargon 4. Clear and easy to understand 5. Not Interrupting the Customer 6. Not Overly Repetitive 7. Displaying interest and willingness to help (acknowledgement) 8. Following hold and/or transfer procedure 9. Significant delay between responses 10. Workflow efficiency 11. Greeting 12. Asking if further assistance is needed 13. Offering the survey 14. Offering the survey in unbiased manner 15. Using appropriate closing 16. Took action on account without account holder's authorization 17. Rudeness/condescending/inappropriate behavior or tone 18. Disclosed confidential information 19. Provided another party's information (driver, diner, restaurant) 20. Provided internal Grubhub-Seamless information 21. Encouraged customer to violate terms of service 22. No action taken 23. Call recording not disclosed 24. Non-Work Related Content Captured

Resolution

Business Impacts

Resolution

Identifying the issue
Providing correct resolution
Using all available resources
Educating as appropriate
Providing all necessary details

Business Impacts

Financial (Issuing/Offering Warranted Refunds, Upcharges, Concessions, Credits)
Unnecessary Actions (Bounce-Backs, Taking Unnecessary Actions, Requesting Unnecessary Information)
Logging Summary of Contact in Sufficient Detail
Logging Transaction Fields Correctly

RCGN Script

Please allow me a moment to contact the restaurant and inform them about the redelivery order we processed. Please give a minute or two to inform the restaurant about the redelivery order.

Resolution

1.Identifying the issue: Identify which items are incorrect from the order.EX: May I ask how the order was incorrect? 2. Using all available resources: Open the Item list & Payment in Compass East, and compare if the order details that we have on file are different from what the diner received. 3. Providing correct resolution: Issue refund on the restaurant giving all the details including amount, timeframe and email.Note: Avoid unnecessary actions like calling the driver or the restaurant UNLESS diner asks you to do so. EX: I have adjusted your order. The amount refunded will return to your original form(s) of payment. Most refunds are processed within 24 hours, depending on your bank. You can reference your order details within the app at any time and you’ll also receive a confirmation email.4. How to educate our Diner: If the diner received what we have on our system (according to the item list and payment), we should educate the diner about the items he chose to place.

Compliance Critical !By avoiding any of these steps your QA Score will have - 20%

RCGN Script

Greeting

Structure Examples:1. Hi, this is [Name] from Customer Care. How may I help you today?Membership Acknowledgement:2. We appreciate you being a Plus member!

Click to open additional information!

Compliance Critical !Remember that not complying this will cause instantly a QA Score of 0% Disclosed confidential information - 100 %Call recording not disclosed - 100%

Phones - Grubhub Guide

More creations to inspire you

SLYCE DECK

LET’S GO TO LONDON!

ENERGY KEY ACHIEVEMENTS

HUMAN AND SOCIAL DEVELOPMENT KEY

CULTURAL HERITAGE AND ART KEY ACHIEVEMENTS

DOWNFALLL OF ARAB RULE IN AL-ANDALUS

ABOUT THE EEA GRANTS AND NORWAY

Transcript