Recently, a suspense incident involving an online car-hailing passenger on the 20th floor of his destination has attracted widespread attention. The incident arose from a question raised by an online ride-hailing driver during a conversation with a customer service customer service who questioned whether he really had to carry passengers up 20 floors, but the customer service's affirmative answer sparked controversy.
Subsequently, the platform responds to this and conducts an investigation, and the customer service will be punished. As soon as this move came out, it detonated heated discussions in the comment area, and many netizens spoke freely in a humorous and ridiculous tone. A few days later, with the disclosure of more information, the "20th floor incident" once again appeared on the hot search list, triggering extensive discussions around all parties.
The incident started when an online ride-hailing driver took out the 20th floor of the destination shown on the passenger app to communicate with the customer service during the transportation, and he was worried about whether this was correct and whether he wanted to carry the passenger to the floor by himself. The customer service replied in the affirmative, "Yes."
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As a practitioner in the ride-hailing industry, the driver's question is very reasonable, after all, the positioning of ride-hailing is more of a "last mile" mobility service than a transportation tool. And the customer service's unthinking, decisive answer will inevitably cause misleading and confusion.
According to reports, after the driver filed a complaint with the platform about the matter, the platform conducted an investigation. The results show that the customer service obviously did not understand the operation mechanism and function of online car-hailing, and handled it inappropriately. The platform decided to impose a warning and punishment on the customer service to correct the wrong practice. To a certain extent, this practice expresses the platform's attitude towards this incident, and also allows netizens to agree with the industry's self-discipline ability.
This did not end perfectly. In the comment area, netizens ridiculed one after another, putting the laughter on the "unreliable" answer of the customer service. Some netizens ridiculed the driver's possible psychological activities at that time with "I am a taxi driver, not Didi's back". Some netizens also ridiculed that if you really carry someone upstairs according to the customer service requirements, it is difficult to imagine whether the driver's "little life can be safe". The ridiculous tone of these suggestions also brought a certain amount of heat to the comment area.
At the same time, some netizens have seriously discussed from the two levels of the incident itself and the operation of the platform. On the one hand, some netizens pointed out that as an online car-hailing service provider, the communication and coordination between the platform and the driver in the details of the operation and even the cultivation of customer service quality and ability need to be further optimized. On the other hand, some netizens also pointed out that as a third-party platform, if it can protect the rights and interests of users, it also pays attention to the rights and interests of employees, and bears certain responsibility for the incident. These constructive suggestions are also worthy of reference by the platform and the industry.
The entire "20th floor incident" contains important issues that need to be reflected on in the development of the online car-hailing industry. As one of the many modes of transportation, ride-hailing needs to clarify its own positioning, optimize its operational processes, and prevent inconvenience or confusion for users and drivers. At the same time, the platform should also pay attention to all aspects of management, and comprehensively improve the quality of customer service and service level.
Only through continuous improvement and maintaining the purpose of fair and just operation can we truly grow into a new attitude of travel carefully chosen by both users and drivers. With the continuous evolution of the ride-hailing business model, it is believed that through joint efforts, the problem will be well solved.
What do you think about this? Welcome to leave a message in the comment area to discuss.