Notes

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

Give diner 20% in Free Grub Ticket #136517392
20% Ticket #136517987
--------------------------------------------------------------------------------------------------------------------------------------------
Calls
--------------------------------------------------------------------------------------------------------------------------------------------
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:
.
----------------------------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.
.
A) the Diner Responds: Let the Diner know that the driver is outside attempting to make the delivery.
.
B) the Diner Does Not Respond: Left a voicemail letting the diner Diner know the driver is attempting to deliver their food.
.
Let the restaurant know the resolution
.
A1) Diner Answered: Proceed with delivery
.
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.
.
C1) Non Cash Order: Let the restaurant know that they have been paid
.
C2) Cash Order: Request the restaurant to contact Grubhub to confirm the order was not delivered.
.
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.
.
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?:
.
A) YES - Text diner the new confirmation, apply applicable charges
.
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.
.
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.