Skip to content
Viae Group
Home
About Us
Contact Us
Locations
Chauffeurs
X
+1 (800) 556-1976
Book By Location
Home
About Us
Contact Us
Locations
Chauffeurs
X
+1 (800) 556-1976
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
Keywords
SCRIPT
Answer the phone
