20180430-QI_GLITCH-from-5star
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[7x7 Experience Glitch]
The word "glitch"
is an important word
for us as Uber partners.
"Glitch" means that there
was a technical problem,
and it wasn't
necessarily anyone's fault.
Maybe the rider
made a mistake
when they entered
their pickup point.
Or maybe the cell towers
around them were
confused by tall buildings,
and it's not
the rider's fault at all.
What's most important is how
you handle glitches
when they happen.
Try to stay calm and figure out
a solution with your rider.
You might even tell them,
"I'm so sorry."
"There was a glitch in the system."
And then explain
how you'll fix the problem.
What happens
when the glitch affects
a pickup point
the partner app gives you?
You won't know
until you're at the address
and you're
waiting for the rider.
If you can park right
outside that address, do so.
After waiting a minute or two,
depending if it's
an UberPool or not,
I would like you
to text your rider.
What do you say
in that text message?
If you say, "I'm outside,"
but it's a wrong
address situation,
your rider might say,
"You're not outside! I'm outside!"
Instead, the text message
needs to be specific.
Say something like,
"Hi! It's your Uber driver."
"I'm outside
of 123 Main Street."
"I'm ready whenever you are."
Depending on your phone,
you can save this message
as a quick text,
which is really useful.
That way, you don't have to worry
about typing it out every time.
You just need
to fill in the address.
When you text the rider
the exact information,
they can correct
the address by telling you,
"That's the wrong address,
I'm on 1st Avenue."
Now it's easy
to fix the problem.
You can say,
"I'm sorry, there's a glitch."
"I'll be right there."
Most of the time, the real
pickup location is very close,
across the street,
around the corner,
or maybe just
a couple of minutes away.
But what if the
address is really wrong?
It's 10 minutes away,
and it's rush hour on top of that.
Then you can offer
to cancel and let Uber know why
by using the option
"Wrong address shown."
If it's not possibly to safely
park and wait for your rider,
then you can call
them to let them know.
Try to give them
an option of where to find you.
You might say,
"Hi! It's your Uber driver."
"I can't park
at your address."
"Can you meet me
around the corner?"
[Glitch Review]
[Glitch means there was a technical problem]
[Explain how you will fix the problem for the rider]
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