DRIVER MANUAL. GrabCar

Transcription

1 DRIVER MANUAL GrabCar

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3 CONTENT DRIVER MANUAL A WELCOME TO THE GRAB FAMILY 4 B HOW TO USE THE GRAB APP 6 C MAINTAINING EXCELLENT CUSTOMER SERVICE 10 D INCENTIVES & PAYOUT 13 E GRAB REWARDS 15 F CONTACT DETAILS 16

4 Welcome To The Grab Family A 4 DRIVER MANUAL WELCOME TO THE GRAB FAMILY

5 GRAB MISSIONS DRIVER MANUAL To create the safest transportation platform Safety is our priority. Passengers and partners of Grab should travel with confidence with our service. A To improve the lives of our partners We commit to those who are willing to earn e xtra income and help them pursue a rewarding livelihood by providing the best service to our users. Welcome To The Grab Family To be accessible to all We offer various options to meet everyone s needs and price points. 5

6 DRIVER MANUAL HOW TO USE THE GRAB APP B How To Use The Grab App 6

7 1. Signing In & Going Online Sign in using the Gmail address registered with Grab Tap on the ( ) icon to go online (green) and start receiving bookings. You will also see your Acceptance Rating, Driver Rating, and Cancellation Rating which will help towards earning special incentives. DRIVER MANUAL 2. Accepting Booking The booking screen contains the pick-up address, drop-off address, and the trip fare. You may also see any comments related to the booking such as specific entrance if pick-up from malls. You have 15 seconds to accept the booking by tapping the Green button. If you ignore the job, your acceptance rating will drop and you may miss out on special driver incentives. Promo: If you see the wording PROMO, the passenger will pay you a reduced final fare depending on the promo amount. This amount will be credited back to your Credit Balance. B How To Use The Grab App 7

8 DRIVER MANUAL 3. Passenger Pick-Up Once you accept the booking, you will see the passenger s contact details. Always call your passenger to confirm the address and inform them of the estimated time of arrival. Tap on the ( ) icon to navigate to your pick-up location using Waze or Google Maps. GrabPay: If you see a blue GRABPAY icon (top left corner), DO NOT collect cash from the passenger as it is a credit/debit card transaction - the amount will be reflected in your Cash Wallet. B How To Use The Grab App 4. Confirming Pick-Up Only press Pick-Up once the passenger is in the car as you would not be able to find the passenger s contact details & pick-up location after pressing pick-up. Once you ve picked up the passenger, 20% commission will be deducted from your credit balance. If you need to cancel the job for good reason, tap on the cancel button for options. 8

9 5. Passenger Drop-Off Tap on the ( ) icon to navigate to your destination using Waze or Google Maps. Only press Drop-Off after the passenger leaves your car. 6. e-receipt The e-receipt will show the total of the trip fare, including any promo discounts. Tap on "Tolls and Others" to key in any toll charges incurred during the trip. Tap "Submit and Continue" to send the e-receipt to the passenger s account. DRIVER MANUAL How To Use The Grab App B 9

10 DRIVER MANUAL MAINTAINING EXCELLENT CUSTOMER SERVICE C Maintaining Excellent Customer Service 10

11 5 TIPS TO 5 STARS DRIVER MANUAL Always communicate with your passenger Make a call before picking up the passenger and/or text them to confirm the pick-up and drop-off location as well as to let them know the estimated time of arrival. 4. Put on a smile Greet the passenger with a smile to make them feel welcome. If the passenger is willing, have a friendly conversation otherwise respect the passenger s request for privacy. 5. Keep a clean car and presentable appearance Make sure the car is always clean and comfortable. You must also dress well - do not wear shorts, slippers or sleeveless tops. Do not smoke in the car. C Maintaining Excellent Customer Service Drive safely Use a phone holder. Do not text and drive. Always be alert and obey traffic rules. Do something extra Offer a drink, sweets or a magazine for passengers to enjoy during the ride. If the passenger wants to talk, be courteous. 11

12 DRIVER MANUAL RULES OF CONDUCT In order to ensure that passengers receive the best experience possible, please do not: C Maintaining Excellent Customer Service 1. Tap Pick-Up without 6. a passenger in the car Pick up another passenger while already driving a passenger. Have family members/friends inside the car while on a job. Drive dangerously (not using seatbelts, speeding, running the red light, drunkdriving, etc.) Harass or stalk, including texting/calling the passengers after the trip has ended Be rude or fight with difficult passengers. Please kindly refer it to our Customer Experience Team. Be aggressive or rude against Grab staff including our Customer Experience agents. Cancel 50% or more jobs in a week. Drive another car other than the one registered with Grab or allow another driver to drive using your Grab account. Make fraudulent trips that are completed without actually ferrying a passenger. 12 Any driver who do not follow the rules of conduct may be subject to warning, suspension, and even termination. For a full list, please see here

13 INCENTIVES & PAYOUT DRIVER MANUAL D Incentives & Payout 13

14 DRIVER MANUAL 1. Weekly cycle starts on Monday 12am and ends on Sunday 11.59pm For example, If you start doing trips on Friday and finish off on Sunday before the end of the current cycle, the incentives and any excess credit balance will be cashed out the following week (next cycle). 2. Incentives credit top-up every Wednesday Any incentives earned from trips or referrals will be calculated and credited into your Credit Balance (top amount) each Wednesday. D Incentives & Payout 3. Cash Balance (GrabPay) All credit card (GrabPay) transactions will be reflected in your Cash Balance (inside Menu > Wallet: bottom amount). You may choose to cash out (minimum RM10) to your bank account or transfer it to the Credit Balance. If you cash out by Sunday night of the current cycle, you will get the amount in your next cycle. 4. registered must be the same with Google Playstore In order to view your cash balance and successfully cash out, you will need to sync your with our system. Ensure that the you registered with us is the same you use in your Google Playstore. 5. Final payout on Friday If your Credit Balance exceeds RM150 (see no.3), the extra amount will automatically be cashed out to your bank account by Friday (if non-maybank, by Monday latest). Same goes for your GrabPay manual cash out. 14 For more information on incentives, visit bit.ly/grabcar_incentive

15 GRAB REWARDS Rewarding. Awesome. Grabbers. DRIVER MANUAL Grabbing is rewarding! Grab Rewards is created specially to reward YOU with savings and more. Some of our rewards even helped our Grabbers save over RM200 in a single month! Check out what we have in store for you below: E Grab Rewards Auto Maintenance Living Expenses Lifestyle Personal Development Others For more information on the above rewards, visit grb.to/rewards 15

16 DRIVER MANUAL CONTACT DETAILS F Contact Details 16

17 DRIVER MANUAL 1. CUSTOMER EXPERIENCE (CE) PHONE NUMBER SIGN UP NEW DRIVER 3. RECRUITMENT/ACTIVATION/DOCUMENT UPDATE/ GC+ UPGRADE 4. PAYMENT RELATED 5. GENERAL ENQUIRIES F Contact Details 6. FREQUENTLY ASKED QUESTIONS 7. HOW TO USE THE GRAB APP 8. SECURITY EMERGENCY (ASSAULT/VANDALISM/INJURY)

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