Uber-Fast Response

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October 20, 2016

I had an experience with Uber that was pretty amazing. On a recent trip, my driver missed an exit as we were chatting. I did not think much of it; it did not seem like we went too far out of our way. Later that afternoon, I had an opportunity to catch up on some e-mails and saw the receipt and map that Uber had sent. It was then that I realized we did go a pretty good number of miles out of the way. I sent an e-mail to Uber Support asking them to review the route, stating that I did not feel it was fair for a customer to pay for these additional miles. Less than 2 minutes later, I received an e-mail back from an actual person within the Uber support office thanking me for being a customer and letting me know they were reviewing my request – nice touch, and quick. What happened next really surprised me! Within another 2 minutes, I received a second e-mail from another Uber employee agreeing with my assessment of the trip and informing me of a $15 refund. Two e-mail responses and a refund, all in about 4 minutes from the time I first clicked “Submit.” Companies like Uber are raising the bar in customer response time. No matter your industry, these will be the new standards that all customers come to expect. I work with many contact centers where a 24 to 48-hour response time to an inquiry is the accepted standard. What is your standard? Is it currently over 60 minutes? Is it 1 business day? Is that okay with you? More importantly, is that okay with your customers? Do you have enough staff on hand to handle the demand? Is responding to e-mail a priority for your contact center, or is it a task you get to when you can? The big question is this: Is your Relationship Center ready to accept this challenge? Well, it better be – because it is coming!

I’d love to hear about any best practices and recent changes you may have made to speed up response time. Please share with me or ask questions at dmurray@thedijuliusgroup.com or on twitter @DavidDMurray.

Related Tags:Customer Service