Offline Notepad
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Team Member: Mark Esguerra
Team Leader: Euna Jane Gernale
Bliss contact: https://bliss.uberinternal.com/contacts/c093403d-ab42-458f-8b1f-4c2126c89fbc/trip/35b6ad36-bf04-4a9f-9593-57a5114b6fa6
People - Product Gap - Inaccurate resolution
1-Star % - 15.28%
Tenure: More than 90 Days
*Summary The driver called in about a scheduled trip - Saying that the trip was completed from pick up to drop off - However afterwards the fare was taken off - Driver is asking for a fare review for previously adjusted fare.
*Highlights Empathy was provided Hold threshold was followed At first the TM was able to catch the driver issue.
*Lowlights Adjustment inaccurate. TM was placing the call on hold with out the driver permission yet, threshold was not mentioned. TM failed to answer why did the adjustment happened
Cosmos Checklist:
*Building an Early Connection - Followed TM was not able to temp check,
However acknowledge the driver mood. Acknowledge the caller’s mood/feelings
*Demonstrating Empathy - Followed TM provided an empathy after the driver mentioned its concern.
*Leading with Benefit - Failed
Inaccurate adjustment - It happened that the TM failed to adjust the fare to its original amount, reason why the call was rated 1star - driver already mentioned that the correct she first got was $29
Previously adjusted fare - Step 3 - https://uberkb.lightning.force.com/articles/en_US/Knowledge/Previously-adjusted-fare-NORTHAM
Action:
Trip fare adjusted at the Rider's request: Product Testing
Trip fare adjusted at the Rider's request: Fare adjusted to original amount
*Overcoming Objections - Failed Driver ask if how much was the amount.
TM mentioned that amount was $8 to $10 - TM failed to investigate further and failed to used the correct logic.
Also TM agreed to the driver said money/earnings which is $29 but the TM did not adjust it to the correct amount.
TM also provided that the adjustment will take up to 15mins to reflect to the driver account.
Driver asked if why does the amount was taken away:
TM mentioned that the amount was not taken off - But upon checking it happened that the rider requested a fare review to set the far e back to $0
Seems like the TM is not aware whats the difference of adjustment and mistimed trip - Provided a resolution that the app is not working fine, which will cause another confusion from the driver side.
TM also mentioned that the issue is being fixed and asked the driver to callback if the issue was not fixed.
*Phone Etiquette - Failed TM failed to set a proper hold expectation. (Threshold)
Action plan/What could be done better: -Bliss familiarization
-Trip concern issue practices
-Best action plan would be teaching the agent providing correct resolution and KB/bliss ticket familiarization
-Same scenario call concern - to check if the TMs know what logic and or what kind of adjustment needed to do with this kinds of issues.
*Lets see to it that every call is our first call.
*After the hold if we think/know that we will be still needing more time, we can give --- give a small information on what's the update on the investigation, and we may ask the driver permission that we will be needing to place the call on a brief hold for us to resolve the issue/concern.
*Active listening is the key for us to understand and determine what are the driver issues.
*We missed to provide an empathy statements which creates big a big impact to our call, we need to make sure that the driver feels that we understands the frustration that they are going through. An effective empathy will always calm the driver most especially for concerns that we know that we can't control (dead end).