Operation Manual Google Drive 01 – GENERAL OPERATIONSIntro01.01.01 – INSTRUCTIONS01.01.02 – MISSION, INTENTIONS, GOALS & VALUES01.01.03 – VIAE Business PlanCSR01.02.01 – THE LIMOUSINE BUSINESS01.02.02 – CLIENT INQUIRES01.02.03 – OUR TRAVEL SERVICE CLASSCommunications01.03.01 – The Importance of Communications01.03.02 – Trip Status Update01.03.03 – Driver:Dispatcher Glossary01.03.04 – Phonetic Alphabet01.03.05 – Hour Clock (Military Time)01.03.06 – Terminology – Our Industry Terms01.03.07 – System Text & Email Alerts01.03.08 – Our Emails setup and use01.03.09 – Ring Central And Tawk.to useQuality01.04.01 – Quality Control01.04.02 – IncidentsCrisis01.05.02 – CrisisOperations Reports01.06.01 – Operations Control & ReportsOperation Settings01.07.01 – Price and Zone Settings02 – DISPATCHING PROTOCOLS02.01 – Checklist02.01.01 – Checklist02.02 – Dispatch02.02.01 – How To Monitor Each Trip02.02.02 – How To Dispatch02.02.03 – How To Calculate Correct ETA For Drivers02.02.04 – How To Assign Drivers02.02.05 – How To Create A New Bid02.02.06 – How To Edit Or Cancel A Bid02.02.07 – How To Deal With Drivers Bail Outs02.02.08 – How To Deal With System Drivers Late Alerts02.02.09 – Flight Diverted / Untraceable flight02.03 – Safety02.03.01 – 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 Tired02.03.05 – DOT – Regulations02.04 – System02.04.01 – How to use our system03 – RESERVATIONIST PROTOCOLS03.01 – Checklist03.01.01 – Checklist03.02 – Booking03.02.01 – SCRIPT To Answer The Phone03.02.02 – How To Book a Trip03.02.03 – How To Calculate Service Hours, Garage, & Tolls03.02.04– How to Farm out an affiliate03.02.05 – Events Protocols For Booking03.02.06 – Online Booking Accept/Reject03.03 – Accounts03.03.01 – How To Create A Passenger Account03.03.02 – How To Create A Company Account03.03.03 – How To Create A Booker Account03.04 – Modifications03.04.01 – More than 2 Hours – How To Modify A Trip03.04.02 – Less Than 2 Hours – How To Modify A Trip03.05 – Cancellations03.05.01 – How to cancel a reservation04 – INDEPENDENT OPERATORS04.01 – Drivers04.01.01 – What do Passengers need from Chauffeurs?04.01.02 – Standard Requirements : Dress code04.01.03 – Chauffeur Demeanor04.01.04 – Things a Chauffeur Should Carry in the vehicle04.01.05 – The Trip Process04.01.06 – Chauffeurs & Vehicles04.01.07 – Affiliate Work04.01.08 – Chauffeurs & Service Type04.01.09 – Chauffeur Safety04.01.10 – Accepting A Job Offer04.01.11 – Drivers Sign In, Management & Termination04.02 – Sub-Drivers04.02.01 – Sub-Drivers04.03 – Affiliates04.03.01 – Affiliate Selection & Management04.03.02 – How To Create An Affiliate Farm-Out Account04.03.03 – How To Request A Quote From an Affiliate04.04 – Agents (Sales)04.04.01 – Sale Agent05 – BILLING PROTOCOLS05.01 – Charges05.01.01 – Billing Policy05.01.02 – How to charge a card05.01.03 – How To Do Direct Billing05.01.04 – How To Settle A Ride05.01.05 – How to Settle a Booking with a Flight diverted05.01.06 – How to ask for a Vendor – Refund05.01.07 – Complaints & Charge Back05.01.08 – Collection Procedure05.02 – Payments05.02.00 – General Payments05.02.01 – Pay Chauffeur05.02.02 – Pay Chauffeur with Sub-Driver05.02.03 – Pay Affiliate05.02.04 – Point rewards & Agent Commission05.02.05 – Pay Alias Commission05.02.06 – Pay CSR05.03 – Main Vendors05.03.01 – Ground Alliance System05.03.02 – Ring Central05.03.03 – Memberships05.04 – QuickBooks05.04.01 – Bank05.04.02 – Vendors x 1099’s05.04.03 – Pay Bills05.05 – Cash & Reports05.05.01 – Understanding Cash Flow05.05.02 – Reports Due Date05.05.03 – Data Analysis05.06 – Taxes05.06.01 – Tax 109905.06.02 – Corporate and Personal Taxes05.06.03 – Tax CT & DE -sales Tax05.07 – Billing Phone Script05.07.01 – Billing Phone Script05.08 – Audits05.08.01 – Audit06 – HUMAN RESOURCES06.01 – Intro06.01.01 – Check In/Check Out / Schedule06.01.02 – Hiring Policy06.02 – ORG06.02.00 – VIAE Organichart06.02.01 – Executive Team Meetings06.02.02 – CEO – Job Description06.02.03 – Billing Departmet – Jobs Description06.02.04 – Operation Department – Jobs Description06.02.05 – Events Department – Jobs Description06.02.06 – CSR Departments– Jobs Description06.02.07 – IT Department & Consultants Jobs Description06.02.08 – Marketing Department – Jobs Description06.03 – Hiring Steps06.03.01 – Hiring Steps – Office Employees06.03.02 – Google Drive, Email & Phone ext.06.03.03 – Chat Groups and Task calendar06.03.04 – Training06.03.05 – BLANK FREELANCE CONTRACT06.04 – Exit Protocol06.04.02 – System cancel New employee credentials06.04.03 – Email and Phone Cancellation06.04.04 – Chat Groups Cancellation06.04.05 – Termination Policy06.05 – Vacations & Absences06.05.01 – Vacations & Absences06.06 – HR – Audit06.06.01 – HR Audit & Control06.07 – Conduct and Work Rules Policy06.07.01 – Conduct and Work Rules Policy06.08 – ABA (Constant Training)06.08 – ABA (Applied Behavior Analysis)07 – MARKETING & SALES07.01 – Intro07.01.01 – Why Marketing?07.01.02 – What is a Campaign07.01.03 – Campaign Process07.01.04 – Logistics07.02 – Research & Development07.02.01 – Research & Development07.03 – Personas07.03.01 – Personas07.04 – Lead Generation07.04.01 – Lead Generation07.04.02 – Inbound Leads07.04.03 – Outbound Leads07.04.04 – Template and script tips07.05 – Sales07.05.01 – Turn Leads into Sales07.05.02 – Corporate RFPs07.05.03 – Hotels & Resorts07.06 – Prospect List07.06.01 – Event Prospect List08 – ALIAS COMPANY08.01 – Intro08.01.01 – What is an Alias Company08.01.02 – The Operation Agreement08.02 – New Alias Protocol08.02.01 – Contract08.02.02 – Alias Ring Central08.02.03 – Alias Email & Website08.02.04 – Alias System Access08.02.05 – Alias Add-On Marketing08.02.06 – New Alias Sales And Commission reports Setup08.03 – Exit Alias Instructions08.03.01 – Alias End Contract Notification08.03.02 – Ring Central Alias exit08.03.03 – Alias email & Website Exit08.03.04 – Alias System Access Exit08.03.05 – Alias Add-On Marketing Exit08.03.06 – Alias Sales And Commission reports Exit KeywordsHow To DispatchJob offers and confirmationsI’m Awake CallWhat time should the dispatcher contact the Driver?Driver Is LateCustomer in car Cellphone AppWhat to look at and do on our system Dispatcher screen?
