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Meeting Point SOP, Meeting Point SOP, Customer is on time, Customer is…
Meeting Point SOP
Calls
Follow the process outlined next, as is.
Emails
It can be hard to judge if a case is genuine or not while on email. So we need to check what happened with this tour on a bigger scale.
- Check how many other customers we had for this tour and if they faced any issues.
- You can also check #customer-love channel to see if they have given us any reviews for the tour after 24-48 hours.
- If there was a genuine issue, follow SP orders or give the customer a complete refund.
- If we can't find any issues, apologise to the customer and give them HO credits or a coupon and say that's the best we can do.
Chats
Follow the process outlined next, as is.
RO
When meeting point emails are seen on Open, follow these steps. Check when the customer sent the email and when their tour is for.
- If their tour just started, put a ping on the #callback channel, so that someone from CE can give a call to the customer immediately.
- If it's been a few minutes since the tour started, put the ping on #callback channel so CE can still try to salvage it.
- If the email was sent after the tour, call the SP to get clarity and DO NOT send repetitive emails that drag on for days.
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Customer is on time
- Reach out to the on-ground contact
We have contact details.
- Place the customer on hold.
- Call the on-ground contact immediately.
- Describe the issue and ask if you can add the customer to a conference call, so that they can guide the customer to the meeting point.
- Do not end the call until the customer meets the guide.
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- Cross check the meeting point with them.
- Say out loud the meeting point we see in the voucher and check if the location on the map is same as to the address given.
(check both addresses - at the top and bottom) + use landmarks to make it more understandable
- Re-iterate the details to identify the guide.
Customer is late
By less than 5 minutes
- Cross check the meeting point with them.
- Say out loud the meeting point we see in the voucher and check if the location on the map is same as to the address given.
- Re-iterate the details to identify the guide.
- Try to put the customer on a conference call with the SP.
- If the SP answers and you're able to, wait on line till the customer joins the tour.
- If the on ground contact does not answer and there's no way the customer can join the tour, follow the alternatives.
By more than 10 minutes
- Depending on the SP, see if they offer rescheduling of tours at an extra cost. Book that for them.
- We can try booking them a ticket only experience at a reduced price.
- We can give them a partial refund based on DSS.
Customer is early
- Cross check the meeting point with them.
- Say out loud the meeting point we see in the voucher and check if the location on the map is same as to the address given.
- Re-iterate the details to identify the guide.
- Confirm that they have the on-gorund contact to directly reach out to the SP.
- Assure them that there is time for their tour to start and they should see the guide within 5 to 10 minutes.
- Tell them to reach out to us again, if there’s no development in 15 minutes.