Notes

CALLS
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Who did we speak with:
What was their issue:
What action did we take:
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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---------------------------------------
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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.
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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.
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-----------------------------GHOSTCALL-------------------------------
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Who did we speak with: Unknown
What was their issue: Ghost call
What action did we take: Stay on the line. For at least 30 seconds, actively attempt to engage the caller with this suggested verbiage: “Hello, thanks for calling customer care. My name is Hugo. How can I help you?, “Hello, can you please make sure you are not on mute?”, “Is anyone on the call? Can you hear me?”, “Hello, is anyone there?”. The caller does not respond after the 30 seconds of active attempts to engage, use the following farewell verbiage and then end the call:
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“I'm sorry, I cannot hear you. If you can hear me, please call us back at (877) 815-8527 and we will be more than happy to assist you. I apologize for the inconvenience. Have a nice day.”
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----------------------ORDERISDUPLICATED[GHD&SD]------------------
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Who did we speak with: NAME
What was their issue: Order NUMBER and order NUMBER are duplicated.
What action did we take: Cancel the order NUMBER on Grubhub since it is confirmed already.
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----------------------ORDERUNWANTED(CHANGEOFPLANS)[GHD&SD]------------------
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Who did we speak with: NAME
What was their issue: Order Unwanted - Change of Plans
What action did we take: Check to see if the order has been confirmed by the restaurant in Compass East.
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A) It is confirmed. Explain to the diner we unable to cancel the order. Do NOT issue concessions.
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B) It is not confirmed. Contact the restaurant to see if the food has been made:
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B1) YES - We cannot cancel the order. Do NOT issue Free Grub. Let the diner know about the resolution after calling the restaurant.
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B2) NO - Cancel the order on the Restaurant. Let the diner know about the resolution after calling the restaurant.
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C) The restaurant doesn't answer, refund on the restaurant. Let the diner know about the resolution after calling 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: Contact the restaurant to see if the food has been made.
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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: Let the diner know about the resolution after calling the restaurant.
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----------------------ORDERNOTRECEIVED[GHD]------------------
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Who did we speak with: NAME
What was their issue: Order not received.
What action did we take: I don't see evidence that the driver contacted care for the delivery attempt. Check the current time. Was the order marked delivered within the last 30 minutes?
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A) YES - Contact the driver to find out if they are able to return to diner and deliver the order.
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A1) The driver is able to return, let the diner know that the driver is on their way back.
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A2) The driver is unable to return, apologize and issue a cancellation on Grubhub for the entire order. Give diner 20% in concessions.
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B) NO - The order is GHD: Cancel the order on Grubhub. The policy does not say I should issue concessions.
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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: Contact the driver to find out if they are able to return to the diner and deliver the order.
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----------------------ORDERNOTRECEIVED(CONTACTFREEDELIVERY)[GHD&SD]------------------
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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.
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B) The diner has checked these locations and found the food.
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----------------------ORDERNOTRECEIVED(MISSEDDELIVERY)[GHD]------------------
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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.
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-------------------------------CHECKSTATUS[GHD]-------------------------------
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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.
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-------------------------------CHECKSTATUS(SD)-------------------------------
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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 concessions according to the delay on this order.
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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.
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----------------------------MISSINGITEMS[GHD]--------------------------
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Who did we speak with: NAME
What was their issue: The order is missing the:
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What action did we take: Refund it on the restaurant as a line item adjustment.
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----------------------------MISSINGITEMS[SD]--------------------------
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Who did we speak with: NAME
What was their issue: The order is missing the:
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What action did we take: Refund it on the restaurant-
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----------------------------MISSINGITEMS(JIT)--------------------------
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Who did we speak with: NAME
What was their issue: The order is missing the:
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What action did we take: Refund it on the restaurant.
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----------------------------INCORRECTORDER[GHD]--------------------------
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Who did we speak with: NAME
What was their issue: The driver delivered the incorrect order.
What action did we take: Call the driver, ask if they are near the diner's delivery address. Ask if they have the correct order with them.
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A) answer yes to both, ask if he can go back and complete the delivery with the correct order; tell diner when the driver is coming back with the correct order.
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B) the driver does not have the correct order; refund the order on the restaurant
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C) I cannot reach the driver or the driver has the correct order but will not return to deliver the food; refund the order on GH.
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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, ask if they are near the diner's delivery address. Ask if they have the correct order with them.
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----------------------------INCORRECTORDER[SD]--------------------------
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Who did we speak with: NAME
What was their issue: The driver delivered the incorrect order.
What action did we take: Issue a refund for the entire order on the restaurant. NOTE of what was incorrect about the order:
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----------------------------INCORRECTORDER[PLACE&PAY]--------------------------
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Who did we speak with: NAME
What was their issue: The driver delivered the incorrect order.
What action did we take: The entire order is incorrect, refund the entire order on Grubhub.
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I cannot refund the rest of the order, this message keeps appearing even if a try to refund just some cents: Start recheckout has encountered an error. Please refresh and try again. More Info: No additional info available, sorry GH request id: d95f9a80-82cd-11eb-98fd-7195d0461642. I canceled the order on GH so it can be fully refunded to the customer as promised.
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----------------------------QUALITYISSUE[GH&SD]--------------------------
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Who did we speak with: NAME
What was their issue: There is a quality issue that affects these items:
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What action did we take: Process a refund for the affected items on the restaurant.
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----------------------------FOODPOISONINGCLAIM[GHD&SD]--------------------------
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Who did we speak with: NAME
What was their issue: Food poisoning claim
What action did we take: Apologize for the incident. Let the diner know that they may contact their local health department, let them know we will follow up with the restaurant and get back to them with an update and offer a full refund for the experience they had. Call the restaurant. Tell the restaurant about the issue. Ask the restaurant what type of resolution they would like to provide.
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A) Restaurant wants to follow up with diner directly: Ask the restaurant when the diner should expect to hear from them.
Contact the diner and inform them when the restaurant will be contacting them directly. Issue the refund on Grubhub.
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A1) The diner wants more from Grubhub, offer up to 20% in concessions for "the inconvenience".
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B) Restaurant wants to refund the diner: Clarify the refund amount with the restaurant. Refund that amount in Compass on the Restaurant. Follow up with the diner and let them know about the refund from the restaurant.
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C) Restaurant wants to refund the diner and follow up: Clarify the refund amount with the restaurant. Refund that amount in Compass on the Restaurant. Ask the restaurant when the diner should expect to hear from them.
Contact the diner and inform them when the restaurant will be contacting them directly. Also let the diner know about the refund.
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D) Restaurant wants neither to refund nor to follow up: Contact the diner and let the diner know we have issued a full refund for their order. Refund the Order on Grubhub.
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D1) The diner wants more from Grubhub, offer up to 20% in concessions for "the inconvenience".
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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. Tell the restaurant about the issue. Ask the restaurant what type of resolution they would like to provide.
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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: Let the diner know the resolution after calling the restaurant.
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----------------------------SPECIAL INSTRUCTIONS ISSUE (GHD and SD)--------------------------
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Who did we speak with: NAME
What was their issue: Special Instructions Issue
What action did we take: The diner was not charged extra by the restaurant for the special instruction, but it was not followed: Issue 10% in concessions
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----------------------------DINER DOES NOT ANSWER (SD)--------------------------
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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
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----------------------------SWITCH ORDER TO DELIVERY [GHD]--------------------------
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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.
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----------------------------SWITCH ORDER TO DELIVERY (SD)--------------------------
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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 - Did not text diner the new confirmation, I have her on the line, 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.
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----------------------------CHANGE DELIVERY ADDRESS [GHD]--------------------------
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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.
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----------------------------CHANGE DELIVERY ADDRESS [SD]--------------------------
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Who did we speak with: NAME
What was their issue: Change the delivery address to:
What action did we take: Call the restaurant and see if they are able to deliver to the updated address.
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A) Is the restaurant able to deliver to the updated diner address?
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--- A1) YES - Text diner the new confirmation.
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--- A2) NO - Ask the diner if they would prefer to pick up or cancel.
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--- A2.1) The customer wants to cancel, cancel the order for the customer on Grubhub.
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B) The restaurant doesn't answer, cancel the order on the restaurant and encourage the diner to reorder.
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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 updated address // Inform the restaurant of the diner's decision.
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----------------------------RESTAURANTISCLOSED(PICKUP)--------------------------
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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
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----------------------------ORDERISLATE(PICKUP)--------------------------
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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
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----------------------------RESTAURANTISCLOSED[GHD&SD]--------------------------
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Who did we speak with: NAME
What was their issue: Diner called the restaurant and they are closed.
What action did we take: Confirm if the restaurant is closed for the day or out of business. Do this by attempting to call the restaurant twice, and then the primary contact, the restaurant doesn't answer. Set the restaurant to "Stop Taking Orders." (They are set already). Inform the diner that the restaurant is closed and that the order needs to be canceled. The restaurant did not answer to approve a free delivery for tomorrow. Cancel the order on the restaurant in Compass. (Do NOT issue FG)
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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 or out of business. Do this by attempting to call the restaurant twice, and then the primary contact, the restaurant doesn't answer.
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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: Inform the diner that the restaurant is closed and that the order needs to be canceled.
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--------------------------ITEM ADDED TO ORDER [GHD AND SD]----------------------------
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Who did we speak with: NAME
What was their issue: The diner wants to add an item to the order.
What action did we take: Check the restaurant's menu to see if the item is available and if there are any price-modifying options, the order is not a pre-order, the customer is calling so call the restaurant to verify that the item can be added to the order before it is sent for delivery. Let the customer know about what the restaurant said and send the diner a confirmation text.
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A) Do the changes as a line item adjustment.
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Outbound call notes (if an outbound call was made): Restaurant.
Name of the person you spoke with: NAME AT TIME
Provide a description of what was discussed: Call the restaurant to verify that the item can be added to the order before it is sent for delivery
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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: Let the customer know about what the restaurant said.
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TEXT MESSAGE: Hello there! Grubhub here. We have adjusted your order successfully. Thanks for using Grubhub. Hugo B.
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--------------------------ORDER REFUND CONFIRMATION----------------------------
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Who did we speak with: NAME
What was their issue: Order refund confirmation.
What action did we take: Inform why the order was canceled and about the refund process.
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--------------------------RESTAURANT'S CREDIT REQUEST----------------------------
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Who did we speak with: NAME
What was their issue: The order has been adjusted and they paid for the refund, they are not fine with the refund made on them.
What action did we take: Add a credit for the restaurant and let them know.
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Previous ticket: TICKET
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--------------------------UPCHARGE FOR SPECIAL INSTRUCTIONS----------------------------
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Who did we speak with: NAME
What was their issue: We need to upcharge the order for special instructions for $AMOUNT
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What action did we take: Ask the restaurant for the details of the additional charge: which item is being modified and what the amount of the additional charge is.
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A) The amount is below $6, use the order adjustment process for communication to the diner.
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--- A1) The order adjustment fail; Do a credit to the restaurant.
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B) The additional charge is an increase of more than $6 of the grand total; call the diner to authorize the charge.
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--- B1) The diner authorizes the extra charge; Process the adjustment, including the reason for the additional charge and the name of the representative I spoke with. Ask the restaurant if they would like an updated copy of the order, and resend the order if necessary.
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--- B2) The diner does not answer, proceed with the additional charge; Process the adjustment, including the reason for the additional charge and the name of the representative I spoke with. Ask the restaurant if they would like an updated copy of the order, and resend the order if necessary.
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--- B3) The order adjustment fail; Do a credit to the restaurant.
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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: The additional charge is an increase of more than $6 of the grand total; call the diner to authorize the charge.
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C) It is a cash order; Inform them that we cannot process the adjustment on our end. Calculate the new total of the order, including the adjustment and notify the diner of the adjustment and new total.
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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: Calculate the new total of the order, including the adjustment and notify the diner of the adjustment and new total.
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--------------------------RESTAURANTISCLOSED(PLACE&PAY)----------------------------
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Who did we speak with: NAME
What was their issue: The P&P restaurant is closed.
What action did we take: Issue a cancellation on Grubhub and notify the diner, call the driver to know if the restaurant is temporarily closed and to ask the driver to look for any signage listing the restaurant’s hours, the driver is unreachable. Click “Stop Taking Orders” in Compass East.
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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 to know if the restaurant is temporarily closed and to ask the driver to look for any signage listing the restaurant’s hours, the driver is unreachable.

-------------------DINERREQUESTSTOPICKUPTHEORDERBECAUSEITISTAKINGTOOLONG(GH)---------------
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Who did we speak with: NAME
What was their issue: Diner requests to pick up the order because the delivery is taking too long.
What action did we take: Gather relevant customer information to locate the order.
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A) Restaurant is calling: Send the driver a text with the order number - let them know they do not need to deliver it, and that we will mark the order as delivered. Mark the order as "Fulfilled" for the Driver. Process a refund for the delivery fee $AMOUNT and tip $AMOUNT on Grubhub. Notify the diner about the refund
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B) Diner is calling: Apologize and let the Diner know we will process a refund for the delivery fee and tip, send the Driver a text with the order number and let them know they do not need to deliver it and that we will mark it as fulfilled for them, mark the order as "Fulfilled" for the Driver. Process a refund for the delivery fee $AMOUNT and tip $AMOUNT on Grubhub.
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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: Notify the diner about the refund
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Hello, Grubhub here!
Please do not pick up the order number NUMBER anymore, we've marked it as delivered for you. The customer will pick it up himself.
Thank you!, Hugo B.
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----------------------ORDERUNWANTED(TOOLATE)[GHD]------------------
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Who did we speak with: NAME
What was their issue: Order Unwanted - Too late
What action did we take: Cancel the order and refund the entire order on Grubhub. Grant the customer CONCESSIONS% in concessions.
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----------------------ORDERUNWANTED(TOOLATE)[SD]------------------
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Who did we speak with: NAME
What was their issue: Order Unwanted - Too late
What action did we take: Let the customer know that we will cancel the order and that they will receive their money back. Grant the customer no concessions. Call the Restaurant and ask to cancel and refund the order on the Restaurant.
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A) The restaurant answers, Did the restaurant agree to refund?
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--- A1) YES - Refund on the restaurant and provide the customer with appropriate information on the resolution.
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--- A2) NO -Negotiate with Restaurant to split the refund with Grubhub. Did the Restaurant agree to split the refund?
------ A2.1) YES - Split the refund and provide the customer with appropriate information on the resolution. I refunded $AMOUNT on Grubhub and $AMOUNT on the restaurant.
------ A2.2) NO - Refund the entire order from Grubhub.
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B) The restaurant does not answer, refund 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 and ask to cancel and refund the order on the Restaurant.
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----------------------UPDATERESTAURANT'SHOURS&CANCELORDER------------------
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Who did we speak with: NAME
What was their issue: Update the restaurant's hours (HOURS) and cancel the order that went through, it cannot be delivered.
What action did we take: Update the restaurant's hours as requested and cancel this order on them, grant the diner no concessions, and call the diner to inform about the cancellation and the refund.
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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 to inform about the cancellation and the refund.
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----------------------MISH------------------