20190217-BASICS-1-GETTING-STARTED
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[Getting Started]
[Featuring Excerpts from the 7x7
Quality Improvement Course]
[Perspective]
>>As Uber partners,
we make money by getting
people where they are going
from point A to point B.
So often when we are
driving, our focus is on
getting as many trips
as quickly as possible,
dropping off one rider and
moving right on to the next.
But Uber isn't just about
drivers and the number of
trips that we get, it is also
about riders and how they
rate us. That means
you need to think about
the rider's perspective.
How does the rider feel
in your car?
If you made them feel
unsafe or unwelcome in your
car, you are getting a
bad rating.
To get a great rating, you
really need to change your
perspective so that you are
thinking about safety and
customer service with
every single rider.
[The Home Screen]
When you first sign in to the
Uber partner app, you will see
what's called your home screen.
On the upper left of the screen
there is a magnifying glass.
You can use this to set a
destination when you are driving.
In the top center
of the screen, it will show you
the amount you have earned
so far that day.
If you select it, you can see a
summary of your most recent trip.
You can then swipe
right and you will see the
number of trips you have
completed that day.
If you swipe right one more
time, you will see any quest
goals available in your area.
If you don't want the
amount earned to be visible
you can select the eye symbol
in the upper left of the box.
On the bottom left, you can
see the shield icon.
This is for the safety options,
so you can share your trip
with someone you trust.
If you select the go button,
you will go online and you will
be available for trip requests.
If you select that white
bar on the bottom, you will see
your trip planner.
When you are offline or
between trips, the trip
planner shows you the hourly
trends in your area.
If you are on a trip,
the trip planner shows you the
upcoming steps of your
current trip.
There is also the option
to stop new requests, which
will allow you to go
offline after this trip is over.
[Clean, Neat and Organized]
>>Sit in the back seat
of your car at the beginning
of each day. When you are
sitting back there, you really
get the rider's perspective.
Take a moment to look around
and clean up anything
you find.
If there is trash stuffed
between the seat cushions,
you can clean up before
it is ever a problem.
You also want to make sure
your trunk is clear of clutter
so there is room for you to
put your rider's luggage
or shopping bags.
And, between each trip
check the back seat over
your shoulder to make sure
it is nice for your next rider.
Just take a look back there
as you are saying goodbye.
One of the reasons this is so
important is because riders
rate how they feel.
If the car is dirty and
cluttered, it makes the rider
feel uncomfortable and that
will be reflected in how they
rate you at the end of the trip.
On the other hand
a clean car can impress the
rider and make them feel
better about the trip.
[Taking a Trip]
>>When you are online
and you app beeps and lights up,
you are receiving a rider
request. You have about 10
seconds to accept a trip
request. You see where it says
one minute? That is about how
long it should take you to pick
up the rider from your
location.
This screen also shows you
the rider's pick up point,
their star rating and
the kind of Uber they have
ordered.
Once you accept the trip
request, you will then
make your way to the
pick up point.
When you are close to your
rider, the app automatically
sends the rider a
notification that you are
arriving.
The destination will appear
after you have started the trip.
Once you get your rider
to their destination, you can
complete the trip
and then enter the star rating
for the rider.
[Uberpool]
>>When you pick up a rider
and Uber asks you to confirm
the number of passengers
at the pick up point, that
means it is an Uber pool trip.
As drivers, Uber pool
trips are great because we
stay busier and we make
more money.
If you are on an Uber pool trip,
you do need to get ready for
the second trip request
during that trip.
Confirm the number of riders
and follow the navigation
that Uber gives you.
When you get a second trip
request, follow the directions
to pick up that rider, it's
that simple.
Remember that because
we are following Uber's
directions, the first rider
in might be the last rider out.
The rider is paying us
according to the route Uber
gave us, so we want to make
sure to follow those directions.
[Review: Riders rate how they feel,
safety + customer service =
great ratings!]
[Understand the app so you can
be confident on the road]
[Start your day with a clean
car and get in the habit of
tidying it throughout
the day.]