DoorDash - HSL

What does HSL stand for?

• Health, Safety, Legacy

• Happy, Sugar, Love

• Health, Safety, Legal

• Health, Security, Legally

When we encounter a HSL issue, Is mandatory to use the WFT Health, Safety & Legal Inquiries (Cx)

• True

• False

When should we use the Health, Safety, or Legal Inquiries Tool? (Select more than one option)

• Health or Food Concerns -

  did the food make you sick, was it unsafe

• Safety Concerns -

  felt unsafe, someone was hurt or insulted, illegal activity, criminal activity

• Legal Concerns -

  legal inquiries or insurance claims

Cx Kelly is calling in because the dasher gave her an undesired hug and asked for her phone number. This is considered a...

• Legal Issue

• Health Issue

• Safety Issue

• Uncomfortable Situation

Answer explanation

When there is undesired physical contact, flirting or any unprofessional approach we escalate as a Safety Issue

Cx Jazmin is calling us because while her last order, a dasher texted "Your people doesn't know how to order in the app", Jazmin felt discriminated and bad so we...

• Escalate the issue to HSL

• Give her $3.00 of credits for the bad experience

• Ask her more details and apologize

• Nothing

Answer explanation

When a discrimination case is handled we MUST escalate to HSL, Door Dash has a zero tolerance policy with discrimination

CX Javi calls in and states "My food was nasty, the bread was old, the soup was salty and the pasta was not good at all" This is a

• Poor Food Quality Situation

• Poor Food Handling Situation

• Legal Issue / Inquiry

Answer explanation

The Cx is complaining directly about the food quality, it didn't make him sick.

This is Officer Elvis Brandon from NYPD, Calling about one of your customers , I need some information...

• Escalate to Legal

• Give all the information at once, he is an officer (I guess)

• Ask your Supervisor to call and provide the information

Answer explanation

Legal Request Issues / Includes Requests from law enforcement

Submitting subpoena

Requesting Customer/Dasher information related to an investigation.

Cx Jim calls in to report: "I ordered from China Bistro and my Fried Rice arrived with little bugs in there "

• Safety Issue

• DashPass Subscription

• Legal Issue

• Health Issue

Answer explanation

Health Issues include: Object in Food : could not eat because: bug in food, hair in food, plastic in food.

Laura calls in to report : "Your dasher tried to break in after he delivered the food"

• Safety Issue

• Legal Issue

• Health Issue

• Dasher Incident Report

I don't like your dasher's attitude, he is condescending and a little bit rude, also he could not find our address right away

• Dasher's Incident Report

• Legal Issue

• Health Issue

• Edit cx address and delivery instructions