Notes

CALLS

I cannot grant concessions (My supervisor has escalated this already so it can be fixed)
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Asked my manager to grant the concession.

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Calls
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Who did we speak with:
What was their issue:
What action did we take:

Outbound call notes (if an outbound call was made):
Name of the person you spoke with:
Provide a description of what was discussed:
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----------------------------DINER DOES NOT ANSWER (SD)--------------------------
Who did we speak with: NAME
What was their issue: Diner does not answer
What action did we take: Confirm the address that the driver is trying to deliver to is correct and that any delivery instructions left were followed by the driver. Call the diner from the number listed in Compass. Send a text message and email to the Diner, alerting of an attempted delivery.
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A) the Diner Responds: Let the Diner know that the driver is outside attempting to make the delivery.
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B) the Diner Does Not Respond: Left a voicemail letting the diner Diner know the driver is attempting to deliver their food.
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Let the restaurant know the resolution
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A1) Diner Answered: Proceed with delivery
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B1) Diner Did Not Answer: Ask if they can wait 5-10 minutes for the diner to call the driver back. Let the driver know that if they do not hear back from the diner after this time frame, they can mark the order as delivered and proceed to their next delivery.
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C1) Non Cash Order: Let the restaurant know that they have been paid
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C2) Cash Order: Request the restaurant to contact Grubhub to confirm the order was not delivered.
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Outbound call notes (if an outbound call was made): Diner
Name of the person you spoke with: NAME
Provide a description of what was discussed: Call the diner from the number listed in Compass. Send a text message and email to the diner, alerting of an attempted delivery.
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Outbound call notes (if an outbound call was made): Restaurant
Name of the person you spoke with: NAME
Provide a description of what was discussed: Let the restaurant know the resolution

----------------------------SWITCH ORDER TO DELIVERY (SD)--------------------------
Who did we speak with: *NAME*
What was their issue: Switch order to delivery. ADDRESS:
What action did we take: Call the restaurant and see if they are able to deliver to the diner's address. Is the restaurant able to deliver to the updated diner address?:
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A) YES - Text diner the new confirmation, apply applicable charges
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B) NO - Ask the Diner if they would prefer to pickup or cancel. They want to cancel and the food has been made, issue them a $10 concession and do not refund the order.
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Outbound call notes (if an outbound call was made): Restaurant
Name of the person you spoke with: *NAME*
Provide a description of what was discussed: Call the restaurant and see if they are able to deliver to the diner's address.

----------------------------CHANGE DELIVERY ADDRESS--------------------------

Who did we speak with: *NAME*
What was their issue: Change the delivery address to:
What action did we take: Call the driver and ask if he can deliver this to the updated address.
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A) YES - The Delivery Partner is willing to drive to the updated address, use the "Transfer/Reassign::Transfer to GH Delivery Mileage Update".
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B) NO - Cancel the order on GH and let the diner know he can replace it with the correct address.
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C) Driver does not answer. Cancel the order on Grubhub and let the diner know that they can re-order.
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D) Driver is not assigned, let the diner know that the order has not been assigned a driver yet. Once a driver is assigned, the diner can text or call the driver with their updated delivery information. Let the diner know if they run into any issues to contact us. If the diner would prefer to cancel, cancel the order on Grubhub
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Outbound call notes (if an outbound call was made): Driver
Name of the person you spoke with: *NAME*
Provide a description of what was discussed: Call the driver and ask if he can deliver this to the updated address.

----------------------------RESTAURANT IS CLOSED (PICKUP ORDER)--------------------------

Who did we speak with: *NAME*
What was their issue: Diner arrives at the restaurant to get a pick-up order. The restaurant is closed for the day.
What action did we take: Check the Hours of Operation for the Restaurant;
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*A)* It is past the restaurant’s closing time: Cancel the order on the Restaurant in Compass Do NOT issue FG. Let the diner know that the order has been canceled.
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*B)* The restaurant should still be open: Ask the diner if they are still on-site; Confirm if the restaurant is closed for the day by attempting to call the restaurant twice, and then the primary contact; the restaurant doesn't answer, cancel the order on them.
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Outbound call notes (if an outbound call was made): Restaurant
Name of the person you spoke with: NONE
Provide a description of what was discussed: Confirm if the restaurant is closed for the day by attempting to call the restaurant twice, and then the primary contact

----------------------------RESTAURANT IS CLOSED (PICKUP ORDER)--------------------------

Who did we speak with: *NAME*
What was their issue: The order is late.
What action did we take: Call the restaurant and check on the order.
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*A)* They answered so change ETA to *MINUTES* and let the diner know.
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*B)* They did not answer so ask the diner if they would prefer to wait or cancel.
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Outbound call notes (if an outbound call was made): Restaurant
Name of the person you spoke with: *NAME*
Provide a description of what was discussed: Call the restaurant and check on the order

Ticket #136665850 $50.