13Cabs Lost Property

Step 1: Acknowledge the distress (Empathy).

Step 2: Ask the "Golden Question":

"Did you book the taxi through the App/Phone, or did you hail it from the street?"

Decision Path:

• If Booked: Ask for the Mobile Number -> Go to STAGE 2A.

• If Hailed/Rank: Ask for Trip Details -> Go to STAGE 2B.

Context: We do not have a booking record. We must find the car on the map.

Step 1: Ask these three specific questions (Data Entry):

1. "What was the exact Pickup address?"

2. "What was the exact Drop-off address?"

3. "What time (within 10 mins) did you get out?"

Step 2: Place customer on HOLD (Say: "Bear with me, I need to check the satellite tracking").

Step 3: Use GPS Playback tool. Identify the car. Call the driver.

Critical Policy: Drivers are independent contractors. They are not paid to return items for free.

Option A: Immediate Return (Fastest)

• Script: "The driver can come now, but the meter will be running from where he is. Do you agree to the fare?"

Option B: Depot Drop (Cheapest)

• Script: "If you don't want to pay the fare, he can leave it at his Depot at the end of his shift."

Talking Point: "I understand. However, the driver is a small business owner. If he drives back to you, he is using his own fuel and missing out on other paying jobs. The meter covers that cost."

Next Step: Pivot back to Depot Drop (Free option).