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Customer Service: Uber puts cab companies to shame

Customer Service: Uber puts cab companies to shame

As a late adopter to ride-sharing technology, I had the opportunity to use Uber for the first time in March, 2016. Let me tell you, my first few interactions have been everything as advertised. It was a little intimidating and confusing using the app/service the first time around. But after the initial hiccup, the user experience has been pretty smooth.

I will not get into the workings or the pros and cons of the service, as this post, along with the other posts on this blog deal primarily with customer service.

For the longest time, we the customers had to deal with the entrenched cab companies for our transportation needs. And we all can share a story or two about the acute lack of customer service from these cab operators. The most common include: rude drivers; filthy cars; lack of adequate storage for your luggage; not maintaining a comfortable temperature in the vehicle; over-charging; and finally, a general lack of accountability.

In addition to addressing the complaints above, Uber, provides the biggest break-through yet to its customers by giving them the ability to view customer satisfaction ratings of a driver before they book a ride with him/her. Next, the customer has the ability to get a fare estimate before booking their ride, thereby insulating himself/herself against any fare surprises. And finally, the GPS function within the app called “Share your ETA” provides a level of comfort for the customer to know that a third party (family or friends), can “follow your route and know when to expect you”.

The founders of Uber identified the pain point of using cabs and provided a product that remedied that problem. And the rest, as they say, is history. It was just reported in our local newspaper today that the usage of Uber and other transportation network companies (TNC’s) at the local airports and in the city (DFW) has doubled from the previous year.

This should sound as a cautionary tale to any company or business that takes their customers for granted by providing anything less than the best customer service they can. Sure, absent choices, the customers will put up with these businesses’ bad behavior but once they find a better alternative they will not think twice, and take their business there. 

Image Source: uber.com



Last Updated: 2017-10-26 19:47:06

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