Training Day 3

+INTRO OF COMMUNITY OPERATION+ Troy Stevenson - head of comsops

History of support at UBER

• From 0-40,000 in five year = > In the beginning, CommOps didn't exist and there were no community specialists. 2014-2015=> Community managers began hiring WFH CSR to resolve customer issues. 2016-2020 They began third party organization call BPO

++Future of CommOps++ +> Issue-free experiences +> Intuitive self-help for customer +> Proactive supports3 +> Personalized support +> Deep customer in sigherscool

customer obsession our approach customer about customer core of cultural

Square- Drivers, Delivery People & Carriers Circle- Riders & Consumer/ Mind Triangle- Business

++WORK FLOW++ => Recognize the issue -understand the customer's issue and use our system & investigation tools to determine the root cause. => Research the policy - Use Uber's knowledge base for solving logic & policies & procedures. => Respond with the correct action - Select correction => Resolve the issue in the right way => Reflect on the learn from the experience

++WRAP UP++ ** MINDEST** SKILLSET WORKFLOW

++INTRODUCTION TO COEs (center of excellent)++

++Contact Management Tools++

1. Bliss
2. Salesforce (knowledge base) The contact type is a customer issue.