20180430-QI_CONFESSION-from-5star
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[7X7 EXPERIENCE CONFESSION]
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>>What happens if you miss
a turn with a rider in the car,
but you don't say
anything to the rider?
The rider is going to think
that you're trying to
raise the fare, right?
That's a bad
experience for the rider,
and that's a bad rating for you.
Instead, when you make a mistake
you need to handle it professionally
by using these steps.
The first thing
that we need to do
when we make a mistake is apologize.
Say something like,
"I'm so sorry
that I missed your turn,"
so the rider knows that
you didn't do it on purpose.
Then you need to explain
to your rider how you're going to fix
the mistake so they
have confidence in you.
Maybe the solution
is something simple like,
"I'm going to take the next turn
to get us right back on track."
Finally, you need to change
the subject or at least stop
talking about the mistake.
What if you apologize too much?
"I'm so sorry
I missed that turn.
It won't happen again.
I'm really sorry.
I'm really sorry,
it won't happen again.
I'm really sorry
I missed your turn.
It won't happen again, I swear."
If you annoy the rider
by apologizing too much,
they'll give you a bad
rating if they're annoyed
when they leave the car.
Instead of annoying your rider,
you need to talk about something else
or stop talking
so your rider can relax.
It can even be as easy as
asking them about the weather.
Usually when you make
a mistake and apologize,
the rider says something like,
"Oh, it's only one block,
don't worry about it."
But sometimes
when you make a mistake,
even if it's only one block the
rider might get anxious and say,
"You're going the wrong way!"
One of the most important
tools for us is offering
to fix the problem
with Uber after the trip is over.
If I'm offering a partial refund,
I would say something like,
"I am going to
adjust the fare with Uber
so you don't
pay for my mistake."
After dropping off my rider,
I want to explain the issue to
Uber by using the help option,
"Fare review:
I want to refund my rider."
What if the mistake
isn't my fault to begin with?
Sometimes there's
a glitch in the partner app,
and it doesn't let me
start or end the trip on time.
Even if a
problem isn't my fault,
I need to stay professional
with my rider and let them know
that I'm going to fix it.
I need to tell the rider
that I'll take care of it
by saying something like,
"I'll fix it with Uber
after the trip is over."
Now the rider will
be confident that I won't overcharge them,
and my
star rating will reflect that.
To report this
glitch specifically,
I can use the help option for,
"I didn't begin
or end the trip on time."
Uber will adjust the route
and the fare
for the rider if necessary.
There are other help options
that we haven't mentioned.
You should explore them
to make sure you use
the right one for your issue.
[CONFESSION]
[REVIEW]
[Apologize, explain how you'll fix the mistake, and then stop talking]
[You don't want to annoy your rider]
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