The Worst Customer Service Model Ever: Uber Eats
Delivering Pain, Mysery and Hunger
Undoubtedly most of you will have experienced horrible customer service at some point in your lives; it’s unavoidable. I wanted to share my recent experience with Uber Eats. Writing this story is, of course, an avenue to vent my annoyance at Uber Eats. However, the more I thought about writing this, rather than just moan about Uber Eats, it was an opportunity to call out a growing trend in how customers are being served, particularly in the tech space. Perhaps someone from a customer service strategy team will stumble across these types of articles and think, “maybe we have missed the mark a bit”.
Understandably, there is an ever-increasing drive to save company staff costs, do more with less through digitised solutions and build self-service capabilities (which I really like). In the pursuit of endless profit growth, digitisation is a strategy that makes sense and is widely implemented across various industries. It makes me think, is it really worth implementing these strategies so aggressively they end up leaving a very sour taste in your customer's mouths, no matter how good their meal is?
Firstly, having a bad customer service experience with Uber Eats is absolutely the epitome of a first-world problem. There are undoubtedly far more important…
