Provided internal Grubhub-Seamless information
Took action on account without account holder's authorization
Encouraged customer to violate terms of service
Rudeness/condescending/inappropriate behavior or tone
COMPLIANCE CRITICAL
Disclosed confidential information
No action taken
Call recording not disclosed
Provided another party's information
How will we be evaluated?
How QA Evaluation Works
If marked-down under this Category: - Score will reduce to 0% immediately (Auto-Fail) - Constant follow-up from QA/Coach - Disciplinary Measures depending on the severity
Remember, we have 3 types of evaluations: - Maestro QA Assigned - Second Audit (Manually Assigned) - PCAD (Client Evaluation) All 3 types of evaluations have the same standards and measures.
Follow the Policies
Do Not encourage the customer to override the existing policies. Example: Teaching the customer how to use our policies to get more compensation or explaining how to bypass fraud detection.
Remember:- You are the guardian of our Customers' information - We cannot always "satisfy" the customer's requests. - Sticking to policies is the key to mantain a company.
Verify the Caller/Chatter
Before taking any action on account (Diner/Restaurant), make sure to proper verify the customer. ◘ Follow the Policies below.
Disclosed Confidential Information
Always verify the person you are speaking with after giving any piece of sensitive infomation such as:• Financial Information • Credit Card Details • Phone Number • Email Address
Disclose Legal Statements
Call recording statements are a MUST in the US.Failure to do so can carry: • Legal Threats for GH • Legal Threats for you and for Foundever When to say it: Outbound Call: Before talking to a person. Third Party: During a call when the caller passes the phone to another person
Be Professional
We know customers can be diffcult to handle, but remember, this is a professional environment. Avoid behaviors like: • Cursing • Yelling • Insulting • Hanging up on the customer. • Be condescendent
Instead, use this best practices: • Create a connection • Be empathetic • Acknowledge the pain points
Rudeness/Condescending/Inappropriate Behavior or Tone
On a call/chat, avoid the following behaviors:• Cursing • Yelling • Insulting • Hanging up on the customer Instead, do the following if the customer gets mad: • Calm the customer • Inform them we are here to help • Keep responding • Be empathetic • Use proper acknowledgement statements
Think on what you do
Not performing any actions when having the resources to do so can carry severe problems. Examples: • Not assisting the customer • Disconnect the calls/chats • Inform that you do not have a solution when you have it • Mishandle your tools
If you have an issue or if unsure on what to do: • Report to your coach • Ask for assistance DO NOT PUT YOUR JOB AT RISK
What can I share?
Be careful with the information you provide!
• Not all people can have access to certain pieces of information, such as:- Name on the Account - Email address - Physical address(es) - Phone number - Credit card or bank information - Order history, etc.
Click here for more details.
Took action on account without account holder's authorization
When required by policy, we did not verify we were speaking to an account holder before making changes to an account.
CCare: https://support.grubhub.com/hc/en-us/articles/4408502058260-PII-How-to-Verify-a-Contact
RCare/Accounting: https://support.grubhub.com/hc/en-us/articles/360039860652-Verifying-Accounts-Confidentiality
Think as a Company...
Do not provide any kind of internal information. Some examples are: • How much compensation our organization issues yearly to diners • Copying and pasting pages of information from the wiki • Copy, paste and send information about policies/procedures • Information found on Zendesk, SalesForce, GFR.
Be careful on what you share
We are the guardians of our customers' information. Avoid sharing sensitive information that can place at risk our customers (diners/restaurants), such as: • Financial Information • Refund Details • Card Details, etc. Make sure to follow a proper verification process prior to disclosing any piece of information.
COMPLIANCE CRITICAL
QA Grubhub Bogotá
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Transcript
Provided internal Grubhub-Seamless information
Took action on account without account holder's authorization
Encouraged customer to violate terms of service
Rudeness/condescending/inappropriate behavior or tone
COMPLIANCE CRITICAL
Disclosed confidential information
No action taken
Call recording not disclosed
Provided another party's information
How will we be evaluated?
How QA Evaluation Works
If marked-down under this Category: - Score will reduce to 0% immediately (Auto-Fail) - Constant follow-up from QA/Coach - Disciplinary Measures depending on the severity
Remember, we have 3 types of evaluations: - Maestro QA Assigned - Second Audit (Manually Assigned) - PCAD (Client Evaluation) All 3 types of evaluations have the same standards and measures.
Follow the Policies
Do Not encourage the customer to override the existing policies. Example: Teaching the customer how to use our policies to get more compensation or explaining how to bypass fraud detection.
Remember:- You are the guardian of our Customers' information - We cannot always "satisfy" the customer's requests. - Sticking to policies is the key to mantain a company.
Verify the Caller/Chatter
Before taking any action on account (Diner/Restaurant), make sure to proper verify the customer. ◘ Follow the Policies below.
Disclosed Confidential Information
Always verify the person you are speaking with after giving any piece of sensitive infomation such as:• Financial Information • Credit Card Details • Phone Number • Email Address
Disclose Legal Statements
Call recording statements are a MUST in the US.Failure to do so can carry: • Legal Threats for GH • Legal Threats for you and for Foundever When to say it: Outbound Call: Before talking to a person. Third Party: During a call when the caller passes the phone to another person
Be Professional
We know customers can be diffcult to handle, but remember, this is a professional environment. Avoid behaviors like: • Cursing • Yelling • Insulting • Hanging up on the customer. • Be condescendent
Instead, use this best practices: • Create a connection • Be empathetic • Acknowledge the pain points
Rudeness/Condescending/Inappropriate Behavior or Tone
On a call/chat, avoid the following behaviors:• Cursing • Yelling • Insulting • Hanging up on the customer Instead, do the following if the customer gets mad: • Calm the customer • Inform them we are here to help • Keep responding • Be empathetic • Use proper acknowledgement statements
Think on what you do
Not performing any actions when having the resources to do so can carry severe problems. Examples: • Not assisting the customer • Disconnect the calls/chats • Inform that you do not have a solution when you have it • Mishandle your tools
If you have an issue or if unsure on what to do: • Report to your coach • Ask for assistance DO NOT PUT YOUR JOB AT RISK
What can I share?
Be careful with the information you provide!
• Not all people can have access to certain pieces of information, such as:- Name on the Account - Email address - Physical address(es) - Phone number - Credit card or bank information - Order history, etc.
Click here for more details.
Took action on account without account holder's authorization
When required by policy, we did not verify we were speaking to an account holder before making changes to an account.
CCare: https://support.grubhub.com/hc/en-us/articles/4408502058260-PII-How-to-Verify-a-Contact
RCare/Accounting: https://support.grubhub.com/hc/en-us/articles/360039860652-Verifying-Accounts-Confidentiality
Think as a Company...
Do not provide any kind of internal information. Some examples are: • How much compensation our organization issues yearly to diners • Copying and pasting pages of information from the wiki • Copy, paste and send information about policies/procedures • Information found on Zendesk, SalesForce, GFR.
Be careful on what you share
We are the guardians of our customers' information. Avoid sharing sensitive information that can place at risk our customers (diners/restaurants), such as: • Financial Information • Refund Details • Card Details, etc. Make sure to follow a proper verification process prior to disclosing any piece of information.