Text: Xiaoxin, who is full of vitality
Editor|Uncle Wang of the Dump Garden
Preface
Recently, a conversation between an online car-hailing driver and the platform's customer service has caused heated discussions on the Internet. This conversation involved the question of whether the driver needed to carry the passenger upstairs with the passenger's destination on the 20th floor, but the customer service's answer caused confusion and dissatisfaction among netizens.
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The video comes from Qilu Evening News
It is understood that the online car-hailing driver asked the platform's customer service whether it was necessary to carry the passenger upstairs if the passenger's destination was on the 20th floor.
The driver's answer was unbelievable, and he confirmed it many times, but the customer service insisted that the driver should unconditionally send the passenger to the destination, no matter where the destination is.
Some people joked that the service of the platform is so good that the driver can carry passengers up the mountain, and even up Mount Everest.
In this regard, the platform's customer service said that the platform has noticed the incident and is verifying and handling it.
The platform emphasizes that it will protect the interests of the driver master and punish the mistakes of customer service accordingly. At the same time, the platform also said that there was indeed a mistake in the previous customer service's answer, and I hope everyone can understand.
As soon as the topic was posted on the Internet, the comment area instantly exploded! Tens of thousands of comments poured in,
Some of these netizens' comments are even more exciting, let's take a look.
CCCC Travel: I want to go to Mount Everest, arrange
Netizen: What, I only give the money to the foot of the mountain, and the rest is for me to carry on my back
CCCC Travel, don't go to the comment area has been closed
Netizen: What kind of service, I don't care about the feelings of my company's drivers
CCCC Travel can, punish the driver, and then punish the customer service, won't the money come?
Netizen: CCCC Travel is really a good platform, let the customer service carry me downstairs in the future
Personal opinion
Recently, a conversation between an online ride-hailing driver and the platform's customer service caught my attention, and it also made me think about the development and regulation of the modern service industry.
First of all, I would like to express my understanding and sympathy for the plight of this ride-hailing driver. As a driver, his primary responsibility is to get passengers to their destinations safely, not to take on more than reasonable responsibilities.
In this conversation, the driver asks if the passenger needs to be carried to the 20th floor, in effect, questioning a reasonable service boundary. In my opinion, the driver's doubts are completely reasonable, and he is not going against the original intention of the service, but defending his rights and the scope of the service.
As for the customer service's answer, I felt a little incomprehensible. The customer service's answer was obviously not rational and responsible, and they lacked patience and understanding for the driver's questions.
The customer service's answer was unbelievable, as if ignoring the actual situation of the service and the reasonable needs of the driver.
As a practitioner in the service industry, customer service should have a more nuanced service attitude and professional level, rather than simply responding to problems mechanically.
This incident also triggered my thinking about the modern service industry. With the development of science and technology and the progress of society, our lives have become more and more convenient, and various new service industries have emerged in an endless stream.
However, the norms and attitudes of the service industry have also become an urgent problem to be solved. Overly idealized service standards and lack of humane service attitude can easily cause friction and contradictions between the service and the serviced.
Therefore, I believe that the modern service industry needs to pay more attention to humanized service and professional quality cultivation to ensure the quality of service and user experience.
On the other hand, this incident also reflects the inadequacy of platform management and supervision. As a provider of ride-hailing services, platforms should pay more attention to the training and management of customer service personnel to ensure that they have sufficient professional knowledge and service awareness.
At the same time, the platform should also establish a sound complaint handling mechanism to deal with all kinds of disputes and problems in a timely manner and protect the rights and interests of users and drivers.
To sum up, although this conversation between an online car-hailing driver and customer service is only a small episode, it has triggered me to think deeply about the modern service industry.
I hope that in the future development, we can work together to create a more humane and professional service environment, so that every user can get high-quality service and respectful attitude.
What do you think about this? Feel free to leave a message in the comment area!
#平台回应司机背也要把乘客背上20楼#
Editor's note: The comments of netizens in the article reflect the diverse voices and opinions of society, but do not represent the position of this article
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