Scenario 4: Please respond to user reviews about a new car-pooling app on a soci

Question

Scenario 4: Please respond to user reviews about a new car-pooling app on a social media site:

“Horrible. Decided to give this a try if in case i got drunk and couldn't drive home. Literally could not find any drivers...The one driver who was near me, couldn’t converse in simple english. Do you guys not check the credentials of the drivers before certifying them?? I would recommend my friends to stick to Uber and Lyft to keep life simpler

Your Response on behalf of the company(Min 25 – Max 50 words):

Unreliable for a ride to office..Drivers cancel often, no confirmation until last minute. Payment is after ride so I think rider may not even pay..felt like very immature app..I am a regular user of Scoop

Your Response on behalf of the company(Min 25 – Max 50 words):

Maybe this will get their attention! I have been trying to use this app for over a month, but only get "internal error" every time. I only get automated messages that don't help when I try to contact help.

Your Response on behalf of the company(Min 25 – Max 50 words):

Explanation / Answer

1. Hello Sir, we thank you for your response and we are extremely sorry for the inconvenience caused. We have considered your feedback seriously and we will make sure that this does not happen again. We strongly believe in learning from our mistakes and we value the customer feedback like yours.

2. Hello Sir, we thank you for your feedback and we are extremely sorry for the inconvenience caused. We are a new company and we are in the process of making the required technical changes to enhance the customer experience. Drive with us again to know the change. Thank you :)

3. Hello Sir, sorry for the inconvenience caused. We are working on the technical aspects of the app and we have totally changed the customer support process. The app will be fully functional soon and we are sure that we will be able to serve you better next time.

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