CC Material

Compliance Criticals

Index

Types of Compliace Critical

What is a compliance critical?

Let's Practice!

You may wonder what it is

Any small action that violates GrubHub’s policies or may generate a business impact towards the company or the customers and their overall experience with GrubHub.

Policy Violation

Interaction Violation

Information Disclosure

Rudeness

Interaction Violation

Call Recording NOT disclosed

Non-Work related Content

The more focused we are, the better the customer service is!

A Simple statement saves lives

Policy Violation

Account Changes

Encouraging customers to Policy Violation

If it ain´t mine i ain´t changing it without permission

Not everybody has good intentions, huh?

Information Disclosure

GrubHub/Seamless Info disclosure

Third Party´s info disclosure

Confidential information disclosure

Watch out with the number of details Old Sport!

Uh oh, we don´t wanna go there

We work with real people, in real places with real information

Professionalism

Rudeness

Wise people say we shall treat people how we want to be treated!

Practice Time!

02

Got an idea?

Let the communication flow!

With Genially templates, you can include visual resources to wow your audience. You can also highlight a particular sentence or piece of information so that it sticks in your audience’s minds, or even embed external content to surprise them: Whatever you like! Do you need more reasons to create dynamic content? No problem! 90% of the information we assimilate is received through sight and, what’s more, we retain 42% more information when the content moves.

• Generate experiences with your content.
• It’s got the Wow effect. Very Wow.
• Make sure your audience remembers the message.

Call Recording Disclosure

Businesses are required to inform customers that their calls are being recorded, providing clear and concise notification, whether live or recorded, ensures transparency and compliance with legal requirements.

It Can be as simple as a:

• This is XXXX from GrubHub Customer Care on a recorded line, i’m calling you back due to the chat/call got disconnected

Got an idea?

Let the communication flow!

With Genially templates, you can include visual resources to wow your audience. You can also highlight a particular sentence or piece of information so that it sticks in your audience’s minds, or even embed external content to surprise them: Whatever you like! Do you need more reasons to create dynamic content? No problem! 90% of the information we assimilate is received through sight and, what’s more, we retain 42% more information when the content moves.

• Generate experiences with your content.
• It’s got the Wow effect. Very Wow.
• Make sure your audience remembers the message.

Third Party's info disclosure

Personally Identifiable Information was disclosed to a party that would not have access to the information normally or the information was disclosed in an inappropriate way according to policy.

Example:

• Giving a GHD driver the diner's address via SMS.

Confidential Information Closure

“Confidential information was disclosed to a party that should not have access to the information or confidential information was disclosed without verifying the customer.

Example:

• Providing restaurant financial information to people who are not Associated Contacts or GFR Admin users.

Screen capture

Remember our screens are constantly being monitored by our Staff but also the Client for quality and training purposes. We must avoid at all costs having open:

• Google games
• Inappropriate websites
• Personal social media or anything related.

RUDENESS / CONDESCENDING / INAPPROPRIATE BEHAVIOR OR TONE

Professionalism is really important in this business but also in LIFE, remember we must treat others how we want to be treated and we may face frustrated customers, after all, we are dealing with FOOD, who isnt pissed when it comes to Food arriving cold or not arriving at all?

Things we must avoid at all costs:

• Not responding at all.
• Yelling at customers when they are frustrated.
• Deliberately hanging up on a frustrated customer

Taking acction without Acc

When required by policy, we did not verify we were speaking to an account holder before making changes to an account.

Example:

• The caller is talking about the restaurant owner's account but we did not verify if the caller was listed as an account holder before making changes.

GrubHub/Seamless Info disclosure

Provided information to a third party that is confidential to Grubhub-Seamless.

Examples:

• Providing an average of how much compensation our organization issues yearly to diners, copying and pasting pages of information from the wiki, and emailing it to a diner.

Encouraging customer to Violate Terms of Service

Teaching the customer how to use our policies to get more compensation or explaining how to bypass fraud detection.

• Avoid implying we can compensate the customer for X or Y if GrubHub fails to deliver on time or the items were cold.