MAJOR CONCERNS we SUPPORT / PRIORITY

ACCOUNTS, PAYMENTS and TRIPS

BLUE, GOLD, PLATINUM
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thank you for bringing this into our attention

thank you for asking

thank you for having interest

EMPATHY STATEMENTS
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I understand how you feel

Thanks for reaching about this

I sincerely apologized for your experience

I appreciate your presence

I'm truly sorry to hear about your experience

I understand how frustrating that must have been. 

I would feel the same way if that happened to me.
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Drivers/ earners/ independent business people
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IVR verification
name and DOB
*if they were able to provide the corrrect 
verification, internal notes will show CALLER VERIFICATION SUCCESS

VERIFICATION FAILED

Ask their full name and DOB. 

If the driver failed or provided the incorrect info,  Unfortunately, some of the information that you provide doesn't match what we have on file.
and then ASK THE DRIVERS LICENSE NUMBER.

+ sign on drivers account, search document, view drivers license, 
ask for drivers license number. 
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"Caller verification FAILED"

*Give the Driver 2 chances to ID themselves

*Unfortunately, since I am unable to verify the account, I will not be able to discuss any account of trip details."