Operation Manual Google Drive Menu 01 – GENERAL OPERATIONS Intro 01.01.01 – INSTRUCTIONS 01.01.02 – MISSION, INTENTIONS, GOALS & VALUES 01.01.03 – VIAE Business Plan CSR 01.02.01 – THE LIMOUSINE BUSINESS 01.02.02 – CLIENT INQUIRES 01.02.03 – OUR TRAVEL SERVICE CLASS Communications 01.03.01 – The Importance of Communications 01.03.02 – Trip Status Update 01.03.03 – Driver:Dispatcher Glossary 01.03.04 – Phonetic Alphabet 01.03.05 – Hour Clock (Military Time) 01.03.06 – Terminology – Our Industry Terms 01.03.07 – System Text & Email Alerts 01.03.08 – Our Emails setup and use 01.03.09 – Ring Central And Tawk.to use Quality 01.04.01 – Quality Control 01.04.02 – Incidents Crisis 01.05.02 – Crisis Operations Reports 01.06.01 – Operations Control & Reports Operation Settings 01.07.01 – Price and Zone Settings 02 – DISPATCHING PROTOCOLS 02.01 – Checklist 02.01.01 – Checklist 02.02 – Dispatch 02.02.01 – How To Monitor Each Trip 02.02.02 – How To Dispatch 02.02.03 – How To Calculate Correct ETA For Drivers 02.02.04 – How To Assign Drivers 02.02.05 – How To Create A New Bid 02.02.06 – How To Edit Or Cancel A Bid 02.02.07 – How To Deal With Drivers Bail Outs 02.02.08 – How To Deal With System Drivers Late Alerts 02.02.09 – Flight Diverted / Untraceable flight 02.03 – Safety 02.03.01 – What Happens When Is A Car Accident? 02.03.02 – How To Handle a Minor Accident? 02.03.03 – What To Do With A Serious Accident? 02.03.04 – Code 10 Driver Start Feeling Tired 02.03.05 – DOT – Regulations 02.04 – System 02.04.01 – How to use our system 03 – RESERVATIONIST PROTOCOLS 03.01 – Checklist 03.01.01 – Checklist 03.02 – Booking 03.02.01 – SCRIPT To Answer The Phone 03.02.02 – How To Book a Trip 03.02.03 – How To Calculate Service Hours, Garage, & Tolls 03.02.04– How to Farm out an affiliate 03.02.05 – Events Protocols For Booking 03.02.06 – Online Booking Accept/Reject 03.03 – Accounts 03.03.01 – How To Create A Passenger Account 03.03.02 – How To Create A Company Account 03.03.03 – How To Create A Booker Account 03.04 – Modifications 03.04.01 – More than 2 Hours – How To Modify A Trip 03.04.02 – Less Than 2 Hours – How To Modify A Trip 03.05 – Cancellations 03.05.01 – How to cancel a reservation 04 – INDEPENDENT OPERATORS 04.01 – Drivers 04.01.01 – What do Passengers need from Chauffeurs? 04.01.02 – Standard Requirements : Dress code 04.01.03 – Chauffeur Demeanor 04.01.04 – Things a Chauffeur Should Carry in the vehicle 04.01.05 – The Trip Process 04.01.06 – Chauffeurs & Vehicles 04.01.07 – Affiliate Work 04.01.08 – Chauffeurs & Service Type 04.01.09 – Chauffeur Safety 04.01.10 – Accepting A Job Offer 04.01.11 – Drivers Sign In, Management & Termination 04.02 – Sub-Drivers 04.02.01 – Sub-Drivers 04.03 – Affiliates 04.03.01 – Affiliate Selection & Management 04.03.02 – How To Create An Affiliate Farm-Out Account 04.03.03 – How To Request A Quote From an Affiliate 04.04 – Agents (Sales) 04.04.01 – Sale Agent 05 – BILLING PROTOCOLS 05.01 – Charges 05.01.01 – Billing Policy 05.01.02 – How to charge a card 05.01.03 – How To Do Direct Billing 05.01.04 – How To Settle A Ride 05.01.05 – How to Settle a Booking with a Flight diverted 05.01.06 – How to ask for a Vendor – Refund 05.01.07 – Complaints & Charge Back 05.01.08 – Collection Procedure 05.02 – Payments 05.02.00 – General Payments 05.02.01 – Pay Chauffeur 05.02.02 – Pay Chauffeur with Sub-Driver 05.02.03 – Pay Affiliate 05.02.04 – Point rewards & Agent Commission 05.02.05 – Pay Alias Commission 05.02.06 – Pay CSR 05.03 – Main Vendors 05.03.01 – Ground Alliance System 05.03.02 – Ring Central 05.03.03 – Memberships 05.04 – QuickBooks 05.04.01 – Bank 05.04.02 – Vendors x 1099’s 05.04.03 – Pay Bills 05.05 – Cash & Reports 05.05.01 – Understanding Cash Flow 05.05.02 – Reports Due Date 05.05.03 – Data Analysis 05.06 – Taxes 05.06.01 – Tax 1099 05.06.02 – Corporate and Personal Taxes 05.06.03 – Tax CT & DE -sales Tax 05.07 – Billing Phone Script 05.07.01 – Billing Phone Script 05.08 – Audits 05.08.01 – Audit 06 – HUMAN RESOURCES 06.01 – Intro 06.01.01 – Check In/Check Out / Schedule 06.01.02 – Hiring Policy 06.02 – ORG 06.02.00 – VIAE Organichart 06.02.01 – Executive Team Meetings 06.02.02 – CEO – Job Description 06.02.03 – Billing Departmet – Jobs Description 06.02.04 – Operation Department – Jobs Description 06.02.05 – Events Department – Jobs Description 06.02.06 – CSR Departments– Jobs Description 06.02.07 – IT Department & Consultants Jobs Description 06.02.08 – Marketing Department – Jobs Description 06.03 – Hiring Steps 06.03.01 – Hiring Steps – Office Employees 06.03.02 – Google Drive, Email & Phone ext. 06.03.03 – Chat Groups and Task calendar 06.03.04 – Training 06.03.05 – BLANK FREELANCE CONTRACT 06.04 – Exit Protocol 06.04.01 – System cancel New employee credentials 06.04.02 – Email and Phone Cancellation 06.04.03 – Chat Groups Cancellation 06.04.04 – Termination Policy 06.05 – Vacations & Absences 06.05.01 – Vacations & Absences 06.06 – HR – Audit 06.06.01 – HR Audit & Control 06.07 – Conduct and Work Rules Policy 06.07.01 – Conduct and Work Rules Policy 06.08 – ABA (Constant Training) 06.08 – ABA (Applied Behavior Analysis) 07 – MARKETING & SALES 07.01 – Intro 07.01.01 – Why Marketing? 07.01.02 – What is a Campaign 07.01.03 – Campaign Process 07.01.04 – Logistics 07.02 – Research & Development 07.02.01 – Research & Development 07.03 – Personas 07.03.01 – Personas 07.04 – Lead Generation 07.04.01 – Lead Generation 07.04.02 – Inbound Leads 07.04.03 – Outbound Leads 07.04.04 – Template and script tips 07.05 – Sales 07.05.01 – Turn Leads into Sales 07.05.02 – Corporate RFPs 07.05.03 – Hotels & Resorts 07.06 – Prospect List 07.06.01 – Event Prospect List 08 – ALIAS COMPANY 08.01 – Intro 08.01.01 – What is an Alias Company 08.01.02 – The Operation Agreement 08.02 – New Alias Protocol 08.02.01 – Contract 08.02.02 – Alias Ring Central 08.02.03 – Alias Email & Website 08.02.04 – Alias System Access 08.02.05 – Alias Add-On Marketing 08.02.06 – New Alias Sales And Commission reports Setup 08.03 – Exit Alias Instructions 08.03.01 – Alias End Contract Notification 08.03.02 – Ring Central Alias exit 08.03.03 – Alias email & Website Exit 08.03.04 – Alias System Access Exit 08.03.05 – Alias Add-On Marketing Exit 08.03.06 – Alias Sales And Commission reports Exit KeywordsIncidentsWhen an incident happensCompensation
