Notes

Mishandle Reasons Explained
Cold Transfer
Cold transferred call or cold transferred chat that is not a Post-Escalation Survey transfer.

Refund/Upcharge/Concessions (was "Unwarranted Refund/FG")
◦ Provided refund or concession to a diner that was not warranted/not authorized.
◦ Refunded from the wrong source (Rest/GH).
◦ Should have refunded or offered concessions but did not.
◦ Upcharged something that shouldn't have been upcharged (i.e. price change reported by rest).
◦ Upcharged or refunded the incorrect amount.

Did Not Request Escalation/Not XT (was "Did Not Request Escalation")
◦ Self-escalated - Rep passed along to CXT out of frustration and/or did not want to discuss issue with diner anymore.
◦ Rep sent something to CXT that should be sent to RCare, DCare, or another department.
◦ Rep should have consulted their leadership instead of transferring to CXT.
◦ Rep sent something to CXT that can be handled by CCare (password resets, driver complaints).

Tone/Soft Skills
◦ Rudeness, dismissiveness, demanding statements, apathy, defensiveness, unprofessional statements.
◦ Rep was unhelpful/unengaged.
◦ Rep disconnected chat or call prematurely, Rep rushed diner off the phone/off chat.
◦ Communication gap
- Rep did not fully explain situation or process (authorization holds, promo terms).
- Rep did not understand the situation or what the diner was trying to convey (think "lost in translation" or when rep may have jumped to a conclusion instead of asking clarifying questions).
- Rep gave inaccurate or incomplete information to the diner.
◦ Note: If severe, please reach out to leadership through AZ-Chi Slack channel for more immediate coaching for the representative.

Follow-Through Issue
◦ Rep did not do something that needed to be done to resolve issue(s) completely.
- Cancelled order because Rest is closed, but did not take restaurant offline.
- Did not follow-up or close the loop with all parties involved (i.e. call rest when diner cancelled duplicate order).
- Did not send concession, cancel, process adjustment, or send follow up text/email as promised.

Incomplete info/Macro not utilized
◦ The ticket is sent to CXT without sufficient information needed.
- This would include notes or ID’s (diner ID, rest ID, order ID) being incomplete or sufficient.
- Unknown charge info not included (macro not used/completed).
- Follow-up email or phone number was not provided.
- Important Note: it is a tip to add a macro when escalating but not a requirement per Wiki.

Policy/Procedure/Research Gap
◦ Rep missed a step in procedure.
◦ Rep did not follow policy or Rep did not understand the policy.
◦ Rep did not fully research the issue, ticket history, diner history.
◦ Rep did not fully troubleshoot issue before involving CXT.

Ticket Shared Incorrectly
◦ Ticket was shared incorrectly with Tapingo.
◦ Ticket should have been shared with Tapingo.

Non-eligible Redelivery Request
◦ A redelivery was offered but it does not meet the redelivery requirements.
◦ A redelivery was offered but the restaurant is closed.
◦ A redelivery was offered for a Self-Delivery restaurant.