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#customerexperience

2 posts2 participants0 posts today

Update: After complaining loudly in chat with customer service, Uber ended up refunding the whole ride. I am glad they chose to do the right thing. I just wish it didn’t take so much work to get them to do so.

Uber would rather keep some money than make things right for a customer.

Yesterday’s ride had a tire fail about 30 minutes from our final destination. The driver, who was really nice, had to cancel the ride before getting us home. My daughter and I had to call for (and pay for) another ride to finally get home.

Uber charged me for the full ride even though we were about a dozen miles from the destination.When I asked for that to be reviewed and get a partial refund, they said no.

I don’t use ride share much, I am glad there is still competition because I will be using other ways of getting around instead of Uber.

The shortsightedness of Uber customer service to cling onto a money instead of making things right has lost them a customer and garnered them negative social posts about the experience.

I’m sure that me not using their service occasionally won’t hurt their bottom line. Nor will this post do much damage — though you can help spread it with a boost.

That’s the sad thing about large corporations, they don’t feel the repercussions of their bad behavior. It sucks.

But, I will still vote with my money and not give Uber any.

And this is why everyone hates travel. Booked on a flight for 5 pm tonight. Delta cancels it and puts me on a flight at 6 am tomorrow. Will the airline compensate me for having to get up at 2 am? Of course not.

I get tired of focusing on #CustomerExperience professionally while companies demonstrate so little care about customers' experiences.

Praktisch handboek voor klantbelevingsmanagement

Voor organisaties die aan de slag willen met klantbelevingsmanagement is een praktisch handboek ontwikkeld. Het handboek begeleidt medewerkers binnen de publieke sector stap voor stap bij het opzetten en uitvoeren van een Overheidsbrede Customer Experience Volwassenheidsscan (CX-Volwassenheidsscan). Hierbij staat de ervaring van burgers en ondernemers centraal.

Lees verder en bekijk het handboek: digitaleoverheid.nl/nieuws/pra.