The dispute over online car-hailing services sparked a dispute over "physical transmission", and the platform's customer service reply sparked heated discussions
With the development of Internet technology, online car-hailing has gradually become a major way for the public to travel. However, just recently, a dispute over an online ride-hailing service has sparked widespread attention and heated discussions.
The trigger for the incident was a disagreement between an online ride-hailing driver and the platform's customer service over the details of the order pick-up and drop-off, which eventually evolved into a dispute over "whether the driver needs to personally pick up the passenger". It is understood that the cause of the incident was that an online car-hailing driver questioned the destination address of the passenger's order when receiving the order.
Since the address showed that the passenger was on the 20th floor of a high-rise residence, the driver asked the platform's customer service for verification, asking if he needed to personally take the passenger to the 20th floor if the vehicle could not drive directly to the 20th floor. Unexpectedly, the answer of the platform's customer service was not only unexpected, but also straightforward to the point of being almost ridiculous.
The customer service responded directly: "When the ride-hailing driver repeatedly confirmed and asked, the customer service did not hesitate to reiterate this position, and there was no way back between words.
In response to this clear "" requirement, online car-hailing drivers naturally couldn't cry or laugh and were speechless for a long time. He then recorded and uploaded the entire conversation to the Internet, which quickly sparked an enthusiastic response on social media.
For a while, "" became the focus of heated discussions among netizens. Some netizens joked that in this way, next time you want to travel to scenic spots such as Mount Tai and Mount Everest, you can also place an order through the online car-hailing platform and let the driver come to "special car".
Some netizens jokingly asked, in a small place like the top of the wardrobe, do online car-hailing drivers also need to carry passengers on their backs? All kinds of exaggerated remarks reflect the public's disdain and disgust for this "" demand.
After all, according to the positioning of the ride-hailing service itself and the scope of responsibilities of the driver, it is obviously too extreme and outrageous to carry the passenger to the 20th floor in person. More people criticized this as an unreasonable view of ride-hailing drivers. The driver's duty is to drive safely and transport passengers from A to B.
If a passenger chooses to live on a high-rise floor, or if some places require a certain distance to be reached, the driver is not obligated to carry the passenger. If you insist on doing so, it is too difficult for a strong man, and it will also bring great hidden dangers to the personal safety of both parties.
Many netizens also questioned whether such a ridiculous reply was true? Are there other factors behind this? There was once speculation that perhaps the online car-hailing platform was "draining" traffic in order to win eyeballs.
However, this speculation is not credible, considering that the implementing entity is, after all, a professional organization, and has expressed positive and negative attitudes towards this reply after the fact. So, why does the platform's customer service give such a "" reply?
Experts and scholars have analyzed and pointed out that there may be the following reasons: First, unintentional mistakes. Customer service staff do not have a good understanding of job responsibilities and service scope, and lack experience in dealing with individual extreme situations.
Failure to give a reasonable answer to such a "" question. The second is the failure of the mechanism. Customer service staff may be subject to some service regulations or performance appraisals within the platform, and can only accept them in order to pursue high-quality services and high ratings.
Third, there is a lack of capacity. Faced with nuanced issues, customer service is unable to make professional judgment, and lacks the necessary communication skills and handling experience. As a result, a disciplined approach has been adopted to avoid a "" situation.
What the truth is, we are in the dark for the time being. However, just as the public opinion turmoil continued to ferment, the platform involved responded and remediated measures in a timely manner.
According to the report, the platform said that it attaches great importance to this incident and has launched an internal verification process, and the relevant customer service will be punished. At the same time, they also promised to increase the training of customer service personnel, improve service awareness and response ability, and truly provide better service for passengers and drivers.
It is not difficult to see that this incident actually reflects that there are still shortcomings in customer service of online car-hailing platforms, and it is necessary to further improve the service concept and response mechanism. As an emerging business format, online car-hailing has brought a new experience to the public, but at the same time, it has also highlighted some management omissions and operational loopholes.
We have reason to believe that after the revelation of this incident, the relevant platforms will be meticulous in service quality to avoid the recurrence of such low-level mistakes. High-quality service is the key to whether the ride-hailing platform can win in the competition. If you can't figure out even the most basic responsibilities and boundaries, how can you win the favor of passengers and drivers?
As a livelihood service, the sustainable development of ride-hailing depends on the understanding and trust of all parties involved. Once the foundation for mutual benefit and win-win results is missing, and people's reasonable and reasonable expectations are violated, I am afraid that even a simple "" will be unsustainable.