This is an additional advisory feature in the Rider App that reminds the Rider to check the customer's ID when delivering alcohol and tobacco products.

ID checks are an important legal requirement. As a business, we have a responsibility to only hand out alcoholic beverages and tobacco products to customers who meet the minimum age requirement. Violations can result in heavy fines.

After sliding for 'Arrival', a pop-up window opens, which reminds the rider to do the ID check (when delivering alcohol/tobacco products).

If the ID check is not possible: there is new option to be selected: "The Customer age couldn't be verified".

ID check can be performed successfully -> order will be delivered complete

ID check cannot be performed successfully:

Let’s take a peek at the easter week numbers. The following numbers reflect the activity from the 03.04 to the 09.04.

This sounds very easy at first. Instead of negative statements, you make positive ones. But it can be tricky, since in our normal day to day we tend to often use negative phrasings. We are constantly reforming our communication skills in the team and positive phrasing is something we have started to try and implement more and more as another step in our communication skills.

We in Customer Care would like to challenge you all to test this out yourself. See if you can try and implement this to your communication with your hub staff to highlight and be more focused on the positives! 🚀
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Starting this week, the SSC team will start providing updates to all of you in the Hub Managers Newsletter.

As already mentioned last week, due to the Easter break, the team has a high number of unsolved tickets and the employee can experience delays in the response times. We expect to come back to our service levels this week as the team is back.

We have a Payroll task force of 3 full-time agents and 1 part-time to support our employees. We kindly encourage you to ask the employee to not create multiple tickets.

Solved - 2419 (a decrease of 18% compared to W13)

Total Open:

The new RAF flyers for Q2 are ready and should have arrived at your hubs! Please make sure you have disposed of the old flyers (valid until 04/15) and only put the new ones (valid until 07/15) in every order 🙂

This time we had two versions of the flyers produced, without cards to punch out. These cost less to produce and we want to test if they perform as well. So please make sure to only put one of the cards in your order at a time.

The new cards can be reordered via the webshop.

If you have any questions or problems, please feel free to contact Kinga Gostomczyk.

As our new hub in Ludwigsfelde is live, we will gradually transport all the equipment from Roy Schulz to the Warehouse.