Driver: “I reported the rider for using abusive language yesterday. Nothing has happened yet.” Agent: "Thank you for raising this concern. We ___ it to our safety team for review. They------into it.", forwarded--are looking, have been forwarding--will be looking, were forwarding--were looking, forward - look, 2. Courier: “The customer didn’t answer the phone, and I waited 10 minutes.” Agent: "In such cases, we ___ the courier to mark the delivery as undeliverable. ", advise, advised, have advised, are advising, Driver: “I’ve had multiple no-show riders this week!” Agent: "I understand the frustration. We ___ this pattern, and the responsible team ........updating the policy regarding this"", monitor--works on, have monitored--worked on, were monitoring--were working on, are monitoring--is working on, Courier: “My account was deactivated suddenly after a complaint.” Agent: "We ___ your account based on a violation report; however, it is now under review and I........with you tomorrow by 2PM.", deactivated--will follow up, have deactivated--have been following up, deactivated--will be following up, are deactivating--am going to follow up, Courier: “I marked the order as delivered but the customer claimed they didn’t get it.” Agent: "We ___ with the customer and will update you shortly.", are spoken, spoke, were speaking, have spoken, Driver: “I submitted all the required documents, but my profile is still pending.” Agent: "Our team ___ your documents and we will update your status shortly.", has reviewed, reviewed, were reviewing, review, Courier: “My shift started at 10 a.m., but I couldn’t log in.” Agent: "There___ a technical issue that affected logins for some couriers earlier this morning; however, we ..... it; please check now"", was--are fixing, was-fixed, is--will fix, were--fixed, Driver: “I canceled the ride because the customer asked to change the destination mid-trip.” Agent: "There......an increase in the number of similar cases in some particular areas since the beginning of this week"", has been, have been, is, will be, Driver: “I haven’t received any ride requests this afternoon.” Agent: "We understand. Our system ___ demand in your area, and it appears to be low.", was monitoring, monitors, has been monitoring, monitored, Courier: “I reached the restaurant, the order is still not ready.” Agent: "We apologize. The kitchen staff ___ the order", is still preparing, prepare, was preparing, prepared, Customer: This is not the first time this happens! I haven't received my order yet. The map isn't showing where the courier is and there is no way shown on the app to contact the courier". Agent: "I understand how frustrating this is. I.............the courier just now and they reported that they .......the door bell for 5 minutes now", Have contacted--have been ringing, contacted- rung, am contacting--are ringing, "The rider requested to smoke in the car. I wasn't sure if this is allowed, but I told him it was OK to make sure he is happy with the service--now the same customer is giving me a 1-star rating because the car smelled of smoke!" Agent: While I cannot change the rating, I .....your feedback and it would be.....into consideration.", have noted down--taking, noted down-took, noted down-taken, have noted down-taken.

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