Today, with the rapid development of the service industry, good service quality and professional ethics have become the basis for winning the favor of consumers. However, a conversation between the customer service of an online car-hailing platform and the driver was an uproar: the driver was actually asked to carry the passenger to the 20th floor!
This ridiculous proposal is undoubtedly a wanton crossing of the line between driver's duties and services, which has sparked widespread heated discussions and indignation among netizens. In the face of condemnation from all sides, the platform involved had to respond urgently, promising to severely punish customer service for gaffes, and strengthen internal training and improve policy mechanisms.
Living in the new era, each of us has high expectations for service personnel from all walks of life, because their words and deeds represent the image and quality of the enterprise. For the emerging mode of transportation, consumers not only have requirements for traditional factors such as vehicle conditions, fuel costs and route reasonableness, but also expect drivers to demonstrate professionalism and provide thoughtful services. Now that the process of transportation is outsourced to professionals, consumers naturally want the whole process to be hassle-free, hassle-free and safe. Then, blindly making unreasonable demands, or even bullying and insulting drivers, is tantamount to harming your own rights and interests.
Besides, as a practitioner in the online car-hailing industry, driving and picking up is his main job responsibility, and as for handling, carrying and other behaviors, it is obvious that he has crossed the boundary, and there are certain safety risks. If a passenger is unable to get off the bus due to physical reasons, the driver may be able to provide appropriate assistance within reasonable limits, but it is not possible to take on all the capacity to get home, as the customer service said. There is a need for clear boundaries within the industry to give drivers practical guidance to prevent similar unethical rhetoric from repeating the same mistakes.
However, it is worth mentioning that with the vigorous development of online car-hailing platforms, some new formats have actually been born that specialize in providing transportation services, rather than requiring drivers to juggle this kind of work as the customer service said. Obviously, in a rapidly changing society, the innovation brought about by the Internet is always innovating, providing consumers with more convenient and thoughtful choices.
In addition to exposing the need to improve their own self-cultivation, the gaffe of customer service has also triggered people's thinking about the development of the industry: consumers like the new and hate the old, and innovation itself is the foundation of Internet companies, which requires the platform to keep pace with the times and maintain an open and inclusive attitude towards emerging models.
Of course, looking back at this explosive statement from the perspective of customer service, in addition to the lack of common sense, it also reflects that the platform's own training of employees still needs to be strengthened. After all, every front-line service staff is the spokesperson of the enterprise, and their performance directly determines the consumer's impression of the company's brand. If there is not enough training and professional accomplishment, it is easy to make low-level mistakes at critical moments, which will have a negative impact on the enterprise.
Therefore, this incident sounded the alarm, and CCCC had to pay attention to internal management and correct service awareness. In fact, the mainstream values of society have been widely recognized that service industry practitioners should abide by professional ethics, fulfill their responsibilities, and greet every consumer with the best attitude. Fundamentally, this is the fundamental premise on which the platform is based. Encouraging anomie is tantamount to self-destruction.
In view of this, CCCC responded quickly after the outbreak of the incident, showing its due attitude. According to reports, the platform said that it attaches great importance to this incident, promised to verify and punish the customer service involved, and apologized to the public. Not only that, the platform also promised to take measures to improve the quality of services, effectively protect the rights and interests of drivers, and pay attention to the opinions and suggestions of drivers. From this series of statements, it can be seen that the CCCC travel platform has recognized the seriousness of this incident and is ready to fundamentally strengthen management.
It is true that Shuji obeys Shunji, and every industry is inseparable from the constraints of professional ethics. CCCC's response this time is worthy of recognition, and more importantly, it needs to implement corresponding measures to truly achieve its commitment to the public. Only by adhering to professional ethics and advocating a diligent and conscientious work style can we win the trust of the public and achieve long-term high-quality development.
At the same time, this incident also warns other peers that good professional accomplishment is the cornerstone of the survival of the service industry. Only by working together, supervising each other, optimizing employee training, and preventing the occurrence of emergencies, can the entire industry continue to move forward in the direction of standardization and humanization.
In the new era, everyone should become a witness and promoter of social civilization. It is believed that with the joint efforts of all walks of life, the professional ethics of the service industry will be further improved and bring consumers a better experience. For the platform, only by listening to the voices of employees and consumers at all times, flexibly adjusting the mechanism, and sticking to the service concept can it stand out in the fierce competition and become the leader of the new era.