Have Uber Perfected Their Customer Service?


The digital taxi service Uber has fast become a market leader in just one year as it ties in closely with the on demand requirements of modern consumers and business customers. The service has filled a much needed gap in the market by providing taxis for any destination through one portal and at the touch of a button. Of course, quick arrival times and convenient payment methods are key components of this success, but so is where this journey starts (and continues) – the initial customer service that is offered.

Naturally, this begins with a slick and efficient approach to handling customer orders over the phone to make sure that the excellent taxi service advertised is offered. Uber customer service representatives are fully trained to source drivers in relevant areas and utilise ultra local knowledge to ensure the proposition is right first time, which is especially important where brand new customers are concerned. Uber has clearly appreciated the importance of tapping into consumer perspectives, as their customers will discuss whether their experience was good or bad with others. The company recognise the need to ensure that this is as positive as possible so that its customer base continues to grow organically.

However, the measure of any customer service representative is how they respond when things go wrong – which they inevitably do. The customer journey is a realistic one where it is realised that nothing can be perfect 100% of the time. However, from the customer’s perspective, the balance between a good and bad experience is directly determined by how well a problem is dealt with.

It may be that a user has taken an Uber cab before finding out that a friend paid less for a journey of the same distance or an alternative company could have provided it more cheaply. In cases where consumers have raised this with the customer service team, the response has been efficient and in many cases, resulted in money being reimbursed. At other times, where for any reason there has been an issue with the actual dispatch of a cab, again, the customer service team have been quick to rectify this and offer future discounts or benefits in order to make up for the error.

The customer journey is one with a number of stages and Uber has got it right from the outset by ensuring that their initial proposition is followed through at each juncture. They appreciate that if just one stage of the process if not satisfactory, customers can quickly drop off and share their bad experiences with potential customers. Recognising that the customer service team play a vital role in this process – and ensuring that they are properly appreciated for doing so – is therefore a major USP for Uber and one that feeds into their continued success.
The lessons from Uber should be transmitted across to all businesses. Uber have the workforce to allow their customer service to be done electronically, however some businesses are in sectors where a human voice is essential.

Customer service is always going to be important and is one of the reasons why alldayPA is used by so many businesses. No one wants to give their customers a bad experience, and not everyone has the technological setup of Uber (nor the customers who are ok with just electronic communication) – the human voice is reassurance. If you are unsure about how alldayPA can help your business then get in touch.


Dannielle Harris
Head of Sales

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