Notes

1.-What are the top 10 dispositions specialists use at Grubhub?
-CHECK STATUS
-pROBLEMS WITH FOOD
-ORDER INFORMATION
-PROMOTION/ CODE ISSUES
-TECHNOLOGY/ sITE ISSUES
-DINNER CHARGES / ACCOUNT QUESTIONS
-CALL TRANSFER POLICY
-USING ZENDESK
-GIFTCARDS

2.-What address(link) can you give to restaurants that do not have an account with Grubhub and they would like to sign up?
-restaurant.grubhub.com

3.-What is the $10.00 or less policy?
Check status of the order by using the 'Check Status' tool. If the map does not provide the status of the order, please contact the driver for an ETA. Provide status to diner and offer up to $10 in Free Grub depending on how late order is.

0-15 minutes: No Free Grub
16-45 minutes: $5 Free Grub
46+ minutes: $10 Free Grub

4.-How does the expire concession policy work?
-Concessions is valid for 30 days after it is issued. If a Diner contacts us within 3 days of their Concessions expiring, reissue the original amount given. Note if the Diner frequently requests for expired Concessions to be reinstated, seek assistance from a Lead Manager, or Supervisor.

5.-How do we work with blocked orders and unknown charges?
-https://wiki-ext.grubhub.com/pages/viewpage.action?pageId=29230235

6.-What are our transfer and escalation policies?
-Some calls will require the help of multiple departments to fully assist. If this happens, make sure to do all that can be done by your department, including issuing any refunds or concessions per policy and adding notes to the ticket before transferring to another team. You can transfer by either selecting a Five9 option or by manually entering the phone number or team name. You should always warm transfer calls.

-Warm Transfer: making sure that the person you're transferring to is available to take the call and providing them with a brief description for the reason of the call. When they are ready for the call, click the "Complete Transfer" button. This will connect the caller to that line and leave you free for the next call. Warm transfers are required on every transfer to a different department.

*Escalation Process (Customer Experience Team)
Specialist should escalate to the Customer Experience Team immediately on:
-Any contact where the customer threatens legal action.
-Any contact where the customer mentions contacting: press, legal, GH executives, news media outlets, Better -Business Bureau, and social media.
-Any contact where the customer requests to have their issue escalated to a supervisor/manager.
-Any gift card related contact where we need to reach out to CashStar.
-Any serious driver complaint
-When a diner has not received a refund after 5 business days.

7.-What is the maximum amount of concession we can give a diner
per order?
Specialists are able to give up to $25 in Concessions or up to the dollar amount of the order if under $25, if they find necessary. Meaning that that the total amount of Concessions allowed to give out is $25, not $25 for each specialist handling the issue(s).

8.-What is the name of the company that administers our gift cards?
CashStar

9.-What is the policy on concessions issued for Check Status contacts?
-If the order is late and en route you will use the “Check Status” button to provide the Diner a new ETA and the system will automatically determine the amount of Concessions issued. If the Diner reported the order arrived late, give out the appropriate amount of Concessions accordingly using the "Compensate Diner" button.

10.-Should we set a Burger King restaurant to Stop Taking Orders if they don’t answer about a non-confirmed order?
Yes, If the restaurant doesn't answer:
1. Select "Stop Taking Orders" in Compass for rest of the day
2. Call the Diner and notify them of the cancellation. If the diner does answer, leave a VM, text, and email. Cancel the order.
3. Send the ticket to RCare using the Transfer to Restaurant Care macro.