20190218-BASICS-5-FINISH-STRONG
0 (0 Likes / 0 Dislikes)
[Finish strong]
[Featuring excerpts from the
7x7 Quality Improvement Course]
[Ratings]
>> At Uber,
both drivers and riders
receive a star rating
at the end of each trip.
That mutual rating system
means that
everyone is accountable
for their own behavior.
The partner app has a section
entirely about your ratings.
The star rating
is based on ratings
that riders have given you.
That rating is an average
of all your rated trips
until you reach
500 rated trips.
After 500 trips,
your star rating
is an average
of only the most
recent 500 rated trips.
[Last impressions]
Why is the end of
the trip so important?
Because a rider rates
you after the trip is over.
If they feel great
at the end of the trip,
they give you
a great rating.
Five stars.
If you make a mistake
but you ended the trip well,
you may have
saved your rating.
[Quickly and safely]
If your rider tells you,
"I'm late,
can you drive faster?"
You need to remember it's
not your fault they're late.
However, if you
blame your rider for it,
you won't get
a good rating, either.
If you drive dangerously
to get your rider
where they need to go,
you might get a
bad rating and a bad ticket.
A good way
to handle the situation
is to be sympathetic
and stay professional.
Tell them,
"I'll get you there
as quickly and
as safely as possible."
Then do it.
But be smart.
Use an app like Waze
to find the best route
and let your rider know
if there are any complications.
[Road rage]
As professional drivers,
we cannot get road rage.
Road rage could mean
that I'm racing other drivers,
using my horn aggressively
or complaining that
other drivers are terrible.
Not only is road
rage a safety issue,
it's a ratings issue, too.
It's better to take
a break if you need to.
[What not to
do while driving]
>> When you're driving,
you need to limit your phone
usage to absolute necessities,
like briefly checking the GPS
when you're
stopped at a red light.
Everything else can wait.
That means no Facebook,
no texting,
no playing Candy Crush
or any other game.
None of it is safe
behavior while driving.
Anything that is taking your
attention away from the road
need to wait.
If you do play with your
phone while you're driving
you might think, "It's
never been a problem before,
so why should I change?"
We want to point out
that all of these activities
are ones that riders
have complained about.
Your riders in the backseat
are telling Uber when they
see you playing on your phone
while you are driving.
So not only is it not safe,
but it's bad
for your rating, too.
[Community guidelines]
>> The community guidelines are
for Uber riders and partners,
and basically say
that we all deserve
to be treated with respect.
You can read the
community guidelines on the app
or by searching online for
Uber community guidelines.
However, it is important
to try using professionalism
before you end the trip
early and report a rider.
Sometimes,
it can be as simple
as asking the rider
to stop their behavior
or keep their conversation
for after the trip is over.
Do what you need to
in order to protect yourself,
but remember that the rider
needs your safe driving
and professionalism
on the road, as well.
[The help options]
>> If there is an
issue during the trip,
we need to report it to
Uber using the help options.
From the home screen,
select the dollar amount,
then the question
mark in the corner
to get to the help options.
In fact,
if you see a question mark
in the upper right of
the screen in the Uber app,
you can use it to
access the help articles
and contact
options at any time.
Just make sure
that you are safely parked
when you are
making your report
so that you
do not have to worry
about other
drivers or a ticket.
When you
select the issue,
scroll to the
bottom of the screen
and confirm that you
have the correct trip.
If your issue is
about a different trip,
select "change trip"
and find the
correct trip in your history.
Some issues,
like if the rider
made a mess in your car,
must be reported
within three business days
in order for Uber
to reimburse you.
Depending on your city,
you may also be able to
reach Uber via phone support,
for an in-person
discussion of the issue
or even make an appointment
for an in-person
discussion of the issue.
We strongly recommend
that you take the time
to explore all of the
help options and information
before you next go online.
[Review]
[How you end a trip
can affect your rating!]
[Stay positive to
get a better rating.]
[Be sympathetic to your rider]
[and stay
professional and safe!]
[Avoid road rage.]
[Anything that
takes your attention]
[away from the road
needs to wait.]