Customer Service Team Functions

Loading Contract Bookings - Contract bookings will need to be loaded directly into Coach Manager (CM) - Salesforce is not connected to the Contracts section of CM.
Each contract may need to be set up slightly differently depending on the client’s operating/invoicing requirements.

  1. Allocating the operator: operator allocation needs to be made against each travel date/vehicle by using the allocation wizard.
  1. Additional information: Any itinerary/timetables will need to be added as PDF and important notes for the drivers to be loaded separately.
  1. Allocating the vehicles: vehicle allocation needs to be made against each travel date by using the allocation wizard.
  1. Allocating the travel dates: There are two ways of entering dates that you want the contract to run depending on how many dates you have to enter.
  1. Basic Hire Details: Details of the hire will need to be loaded. Dates, times, pickup, destination details, customer references and passengers number.

New Bookings- customer accepts their quotation online. This automatically updates into Coach Manager (CM) and creates a case in Salesforce for Customer Care to action. The following must be updated/checked within CM.

  1. Travel dates: If the return journey takes place in a different month to the outbound journey, the hire must be split so that the outbound and return are two separate bookings. This is to support finance reporting.
  1. Pick up & destination: both must include the postcode and town. The instructions section should contain the full addresses.
  1. Journey type: Check that within CM either single journey or vehicle to stay has been ticked and all timing sections have been completed on both the base and operations tabs.
  1. Check the vehicle tab within CM: make sure that the size of vehicle allocated is larger than the number of passengers included on the base tab.
  1. CM PH top bar: make sure that the 'Base' matches the 'Vehicle ID' and 'Start/finish base' on the Operations tab

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  1. Extra tab in CM: If there are Crossings, Food/Drink, Tickets etc listed these need to be booked/organised. See separate process for each requirement. (If unable to organise at time of tidying booking, ensure you create a 'Task' within Salesforce to revisit).

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  1. Producing a Credit Note/ Refund Request on Salesforce (SF): Create a New Credit Note & Payment Request. Fill in the mandatory fields. Once saved this will show you the case that you have created. Further fields will need to be completed based on the type of case (Refund/Credit note).
  1. Processing the cancellation on Coach Manager (CM): Once we have received authorisation from the Senior team member. You will then need to process the cancellation on Coach Manager (CM). Cancel the booking first and apply the refund charges in the "Extras" tab as per our T's & C's.
    If the booking is for a NON CREDIT CUSTOMER raise the credit note.
  1. Authorisation for cancellation: The cancellation request will be in the Customer Care Support case list. The Senior member of the team that the booking sits with will need to authorise the cancellation before the Customer Care Team can process the cancellation.
  1. Notification of cancellation : This will come into Salesforce from the Account Manager or we will ask the customer to send the cancellation in writing into cancellation@thekingsferry.co.uk
  1. Authorisation for Credit note/ Refund request. All Credit Notes must be authorised by a Senior team member.
    All refunds must be authorised by a Senior team member and a Manager.
  1. Information required for refund: Depending on the type of refund you will either need to provide the customers bank details in description or attach on letter head paper.

  1. Pricing: Vehicle and Pricing need to have details entered separately. Vehicles pricing will be for KF info and Pricing will be for the customers info.



    Any references that need to be shown on the invoice will be pulled from the data entered into Client ref 1, 2 and description

  1. If the booking is being carried out by KF, Clarkes, Luckett's etc and is travelling within the next 7 days you must let the correct operations department know of the cancellation.

If the booking is allocated to a Connections Operator you will need to send an email to the operator cancelling this booking, copying in Service Delivery.

Taking payments over the phone.

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  1. Taking payments for Clarkes bookings: If we are taking payment for a Clarkes booking there is a different Sage Pay link to use. The payment then needs to be allocated to the booking manually.
  1. Taking payment off of CM: We can also take card payment via the Sage Pay link or the PDQ machine.
    If a payment is being taken via one of these methods then the payment needs to be allocated to the booking manually on the private hire or on sales ledger.
    If the PDQ machine is used a spreadsheet needs to be filed in to keep track of the payment.
  1. Taking payment on Coach Manager: Payment to be taken via the Financial tab on the booking or Sales Ledger depending on whether a invoice has already been raised.
  1. Recognising the customers booking: The customer will need to provide an invoice number, private hire ID, quotation ID or Client ID for the Customer Care team to locate the booking

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  1. Existing customer queries: Updates to bookings, finalising details, taking payments, providing allocated driver details.

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Phone Enquiries - Customer Care are responsible for answering all phone calls that come into these phone lines.

  1. Drivers/Operators: Drivers/Operators will call to discuss upcoming bookings that they are allocated to. Providing the driver and vehicle details. To speak to Operations or Service Delivery.
  1. Intercompany calls: Luckett's (Holidays), Morton's, Solent, Coliseum, Worthing, Stewarts, Woods, Clarkes and NETS/NX.
  1. Other: Lost property calls for all depots.

Additional Support given to Sales Team and Service Delivery

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  1. Sales: NETS Inbox - Filter out the intercompany emails and forward the Kingsferry and Clarkes emails to the correct departments for them to action.
  1. Sales: Outstanding balances report- Contacting customers who haven't paid for hires that have already travelled or for upcoming travel dates.

Incident Alerts - The Customer Care Team will need to triage all incident alerts.

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  1. All incident alerts need to be read by a member of the Customer Care Team.
  1. All mandatory fields will need to be filled in for reporting.
  1. If an incident alert requires more detail you will need to post it back to the person who submitted the original alert.
  1. If there has been a problem and there needs to be an investigation that will relate back to a complaint this will need to be sent onto the correct team for an update.
  1. Incident alert needs to be linked to the private hire booking via Salesforce.

Commuter

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  1. Commuter Queries: To be actioned via Salesforce, daily.
  1. Ticket Refund: Calculate the ticket refunds daily off of the refund spreadsheet.

1 .Tweetdeck: Check Tweetdeck and respond to any customer communication.

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Complaints - Customer Care will Triage and action all complaints.

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  1. All complaints should be received in writing to quality@thekingsferry.co.uk which will go into the Customer Care Complaints list.
  1. An automated email is then sent from Salesforce describing the time frame of response.
  1. Customer care team will then investigate the complaint.
  1. A response will be given to the customer with an explanation and also a refund/gesture of goodwill which would of been discussed and agreed with the Account Manager.
  1. If a refund/gesture of goodwill has been agreed CM will be updated.
  1. A credit note will need to be produced from CM and a credit note/refund case will need to be made on Salesforce.

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  1. Sales: Taking payments
  1. Service Delivery: Reporting - Amazon Operator Invoice Approval.

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  1. Scheduling: A vehicle needs to be scheduled via the scheduling screen so that the sales team can have a visual on the current availability.

Cancellation - Customer will notify their Account Manager/Customer Care Team. Cancellation charges will be discussed and system altered to show the booking cancellation and charges.

  1. Accounts payable
  1. Chasing the customer for their invoice address/Contact number/ Lead passenger details.
  1. CM PH top bar: Check that Booking Type is correct: private hire bookings are usually either UK Day or Inbetweens.

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