20180503-QI_PERSPECTIVE
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[7x7 Experience: Perspective]
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>> You are the boss
of your day and your business,
but you're also the boss
of customer service and safety.
You may be taking this course because
you want to increase your star rating.
Maybe your rating is OK but a little low.
Maybe your rating changes
a little too much from week to week.
Or maybe you feel like
you were unfairly treated by a rider,
and that's why you have a low rating.
As Uber partners, we make money
by getting people where they're going
from point A to point B.
So often when we're 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's 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?
Riders do not just want
to get to where they're going.
In fact, reaching the destination
is the bare minimum
you can do as a driver.
What kind of experience
are you giving your rider
when you weave
in and out of traffic?
Or race over speed bumps?
Or greet them with a grunt
and barely say goodbye at the end?
You were just trying
to be efficient right?
However, after that trip is over,
your rider is going to give a star rating
based on how you made them feel.
If you made them feel unsafe
or unwelcome in your car,
you're 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.
Safety is about developing
the good habits.
Customer service,
it's about professionalism.
What makes someone a professional driver?
We believe it's appearance and attitude.
When you present yourself
as a safe and professional driver,
your riders will appreciate it,
and it will show in your great ratings.
Thinking about the rider's comfort
and safety is how you earn a five-star rating.
But Uber isn't just about drivers
and the number of trips we get.
It's 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?
[Perspective Review]
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[Think about safety and customer service]
[What is the rider's perspective?]
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