Notes

CALLS
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CONCESSIONS FOR DELAY:
0-15 minutes: No Free Grub
16-45 minutes: 10% or $5 for First Time Diners in Free Grub
46+ minutes: 20% or $10 for First Time Diners in Free Grub
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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:
---------------------------------CALLER DISCONNECTED---------------------------------------
Who did we speak with: Unknown
What was their issue: The caller disconnected the call.
What action did we take: Called back, I got no answer and could not leave any voicemail.

Outbound call notes (if an outbound call was made): Yes
Name of the person you spoke with: Unknown
Provide a description of what was discussed: Called back, I got no answer and could not leave any voicemail.

----------------------ORDER NOT RECEIVED (CONTACT-FREE DELIVERY) [GHD AND SD]------------------
Who did we speak with: NAME
What was their issue: Order not received.
What action did we take: Inform the diner that the order was marked as a contact-free delivery. Ask them to check at the drop-off location and ask the diner to check outside of their door or in the lobby of their building.
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A) The diner has checked these locations and confirms that the order is still not there:
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A1) The order is GHD: Cancel the order on Grubhub. Give diner 20% in Free Grub.
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A2) The order is Self Delivery: Cancel the order on the restaurant. Give diner 20% in Free Grub.

----------------------ORDER NOT RECEIVED (MISSED DELIVERY) [GHD]------------------
Who did we speak with: NAME
What was their issue: Order not received.
What action did we take: There is evidence that the driver tried to deliver. Explain the situation and offer a concession up to 50% off their next order.
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A) The diner still requests a refund after the concession offer, issue a cancellation on Grubhub for the entire order. Give diner 20% in Free Grub
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B) Diner accepted the concessions. Granted it.

-------------------------------CHECK STATUS [GHD]-------------------------------
Who did we speak with: NAME
What was their issue: The order is late.
What action did we take: Look up status on Delivery Status Map in Compass.
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A) The map provides enough information, change ETA to MINUTES and grant diner concessions according to the delay on this order.
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B) The map doesn't provide enough information, call the Driver for an ETA, change ETA to MINUTES and grant diner concessions according to the delay on this order.
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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 for an ETA.

-------------------------------CHECK STATUS (SD)-------------------------------
Who did we speak with: NAME
What was their issue: The order is late.
What action did we take: Called the restaurant to get the updated ETA.
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A) They answered so change the ETA to MINUTES. Grant diner a PROMOCODE% in concessions.
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B) The restaurant does not answer, asked the diner if they prefer to wait for the order or to cancel it.
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B1) Diner wants to wait, policy does not say anything about changing the ETA or giving any concessions.
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B2) Diner wants to cancel so called the restaurant to ask to cancel the order and refund it on them.
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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: Called the restaurant to get the updated ETA.

----------------------------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 [GHD]--------------------------
Who did we speak with: NAME
What was their issue: Switch order to delivery.
What action did we take: Let the diner know that we cannot switch pick-up orders for GHD restaurants to delivery. Ask the diner if they would prefer to pickup.
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A) Yes, let the diner know they can pick up the order at the restaurant.
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B) No, the diner wants to cancel, call the restaurant to see if the food has been made:
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B1) The food has been made: issue the diner 20% in concessions and do not cancel the order.
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B2) Food has not been made: cancel the order on the restaurant.
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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 to see if the food has been made.

----------------------------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