Mexico had revenues of 3,803 million dollars associated with the online food ordering industry.
Most consumers find customer service the most important element in earning their loyalty.
Dealing with “difficult” customers could lead to a brand crisis, depending on how employees react.
An Rappi delivery man has exhibited the mistreatment he has received from a userputting netizens on his side.
The food delivery apps they became part of the daily life of millions of people during times of pandemic, largely due to their various benefits, such as the wide range of dishes and restaurants in the same digital space, the extensive proposal of payment methods, discounts on certain franchises, loyalty plans and, most importantly, the delivery of countless products to the consumer’s door.
According to figures from Statista Digital Market Outlook in its study on the online food ordering in Latin America During 2021, Brazil was the country that most requested the food delivery service and registered revenues of 3 thousand 803 million dollars, while Mexico ranked second with 2 thousand 164 million dollars, Argentina third with 891 million dollars , Colombia in fourth with 421 million dollars, among other countries that found in this type of platform a good opportunity to continue consuming dishes from their favorite restaurants.
Also, these apps such as Uber Eats, Didi Food, Cornershop and Rappi (among others), managed to be attractive to obtain an extra income or full-time job Being a partner of these companies, a fact that sometimes manages to put delivery men in trouble with customers (as in almost any profession or trade).
A Rappi delivery man has chosen to upload a particular video to TikTok, where he gives as context the mistreatment of a client, who asked him to hurry up with his delivery, since “that’s why he rented it”; before this said partner has chosen to carry out a small “revenge”.
@carloivancastillo Context: he told me to hurry up that’s why I rented 😂🥹#nezahualcoyotl #ubereats #rappi #delivery man #rudecustomer #dealers ♬ original sound – Sebastian
Among the comments on this video that exhibits the mistreatment of the delivery man, users have shown a difference of opinion, among them “I always tell him, you calm little carnalito, here I wait, and my soda arrives cold and my food hot, be good to the delivery men”“it’s like treating a waiter badly, you don’t know what it can do to your food”, “I applied it a long time ago, he told me: you’re late, I see you’re slow… and his house was for pure terrazería”, “That’s why they study, so that they have the job they always wanted and do it with pleasure, and don’t be anyone’s errand boy and apart from doing that”among other comments on the matter.
This event shows two realities, the treatment of consumers to employees and their handling when witnessing this type of situation, showing a clear deficiency on both sides (depending on the point of view where you look).
This only reflects the opinion of the consumer and the conversation that it generates in the digital pulse, for which Merca 2.0 requested the position of the brand in order to tell both sides of the story; however, so far it has not been received. The note will be updated in case of a response.
It is vitally important to always provide a good shopping experience to the consumer, despite the way or form in which he or she may address an employee, a fact where professionalism and customer service may come into play, with certain limits. .
According to the Zendesk Trends report, the 57 percent of the people consulted consider that customer service is the main attribute that makes them feel loyal to a branddemonstrating an area of vital importance to achieve income on a constant basis.
Despite this, brands and employees are not absolved from knowing “complicated clients”, so that mistreatment towards professionals can sometimes be exposed; however, there are some ways to prevent a situation from escalating to the point of a brand crisiswhich for obvious reasons we don’t need.
An example of this was shown to us some time ago by the Volaris community manager, when this professional effectively defended his service against a consistency presented by a user, where he clarified that they tried to help him by requesting information, but he did not respond, cataloging himself as willing to provide good customer service and that, therefore, his insults were unnecessary.
Employees of a brand have a responsibility to treat their “complicated” customers well.“; But there are some ways they can avoid an image crisis if they don’t agree.
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