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 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?