Recently, there was a news that was quite popular, and a passenger complained to the driver because the online car-hailing driver did not follow her request and carried her to the 20th floor. What's even more surprising is that the customer service actually replied that "it must be delivered to the place, not one floor less", as soon as these words came out, they directly pushed this dispute to the forefront.
The story takes place on an ordinary working day. A passenger booked a vehicle through a well-known online ride-hailing platform and was about to go to the "XX Community" located in the city. When filling out the order, the passenger entered "20th floor" in the destination field.
Conventionally, this usually means that the passenger's residence is located on the 20th floor of the complex. After receiving the order, the driver arrived as promised, parked the car at the main entrance of the community, and waited for the arrival of passengers.
After the passengers get on the bus, the trip starts smoothly. The driver followed the platform's navigation instructions and drove smoothly through the busy streets to the final destination.
After confirming the name and floor of the complex, the driver sent the passenger downstairs and politely informed the passenger that he had arrived at his destination. However, things turned out to be unexpected by everyone.
When the passenger got out of the car, she made an unexpected request - she asked the driver to carry her to the door of the house on the 20th floor. This requirement is clearly beyond the normal scope of ride-hailing services. Naturally, the driver was momentarily confused, and he tried to communicate with the passengers, explaining that the vehicle could not go upstairs, and that according to the norm, ride-hailing services only had to send passengers downstairs. In addition, considering safety and physical factors, the driver also believes that he is not obliged to provide the service of carrying passengers upstairs.
The passenger was very dissatisfied with the driver's refusal, insisting that since the order clearly stated the 20th floor, the driver should fulfill his promise and carry him upstairs.
After communication to no avail, the passenger chose to complain to the platform. In the complaint, the passenger highlighted the address written on the order and believed that the driver did not complete the delivery task.
After receiving the complaint, the platform's customer service intervened in the matter. And the response of the customer service was a big surprise. In reply to the driver, the customer service said that according to the platform's regulations, the driver must send the passenger to the designated 20th floor, even though this is not possible in practice. This answer from the customer service is undoubtedly a great disrespect to the driver, and it also exposes the absurdity of the platform's service logic.
The incident, which was triggered by a dispute between a ride-hailing driver and a passenger, quickly made waves on the Internet.
Many people are particularly dissatisfied with the answers of the platform's customer service, feeling that they are too rigid and inflexible enough to really consider the problem from the customer's point of view.
In the service industry, especially when dealing with people, you have to have a little common sense and know how to be flexible, but the performance of customer service does not seem to meet everyone's expectations.
In addition to serious criticism, there are also many humorous netizens who express their opinions in a ridiculous way. Some people joke that according to the logic of customer service, if they book a camping trip to Mount Everest, do they have to let the driver carry them up the mountain? This kind of humorous complaint not only expresses dissatisfaction with the customer service answer, but also easily points out the unreasonableness of the platform rules.
Some netizens used sarcasm to point out some common problems in the service industry. They say that if passengers book a plane ticket to the South Pole, will they have to have the pilot take them directly to the South Pole instead of just flying around the sky? This irony reflects concerns about the rigid rules of the service industry.
This incident not only made netizens dissatisfied with the customer service's answers, but also raised questions about the platform's service rules. It is felt that the service rules should be more flexible and can be adjusted according to different situations and needs.
At the same time, the service staff should also have a bit of judgment and be able to distinguish which requirements are reasonable and which are unreasonable, rather than blindly following the rules.
In this matter, many netizens also expressed sympathy for the driver. They felt that the driver was actually quite innocent and was just providing services according to the usual service standards. They called for more understanding and respect for workers in the service industry, and should not blame them for failing to meet some excessive requirements.
The incident also sparked calls for improvement in the service industry. Netizens believe that the service industry should learn lessons from this incident, improve service rules, improve the professional level of customer service, and avoid similar embarrassing situations. It also reminds everyone to have reasonable expectations and respect the hard work of service workers when enjoying services.
Although this incident may sound a bit ridiculous, it also gives us a warning. It teaches us that we can't ignore the human touch and humanity while pursuing efficiency and rules. Workers in the service industry need to be more understood and respected, intelligent customer service systems need to be more humanized, and ride-hailing platforms need to better protect the rights and interests of drivers. Only in this way can our society be more harmonious and the service industry can develop more healthily.
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