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The issue of violence on online transportation platforms is now in the public spotlight. Photo: ist
JAKARTA – Grab Indonesia has become a hot topic on the internet after alleged acts of extortion and violence committed by GrabCar drivers. Netizens accused Grab Indonesia of being slow to react, lacking solutions and transparency in dealing with this situation.
One of them is because victims who claim to be in a life or death situation feel confused about what to do. Then, reports that are considered slow to be followed up and tend to be ignored by Grab CS. Also, it is suspected that unscrupulous drivers are still at large.
Grab was considered reactive after the case went viral on social media. “Currently, the cases experienced by passengers are the sole focus of all of Grab's highest levels of management, and all related personnel,” said their statement.
However, it must be appreciated that Grab Indonesia is willing to admit mistakes, apologize to the public, and make improvements.
“While the internal investigation is ongoing, we have and will take steps to change our customer service system (Grab Support) to ensure incidents like this do not happen again,” wrote Grab Indonesia.
So, here are the steps that Grab Indonesia will take:
1. Relieve Grab Support agent personnel who did not respond to this incident in accordance with the established standard operating procedures (SOP).
2. Evaluate customer service SOPs for handling safety incidents in the next 3 days.
3. Implement improvements to the customer service SOP design within 7 days after the evaluation is complete.
4. Conduct retraining for customer service agents who handle safety cases in the next 30 days.
5. Implement automation that can detect procedural errors made by customer service agents in the next 90 days.
“The handling of this case by our customer service team (Grab Support) did not proceed as quickly and properly as it should have, and for that Grab Indonesia apologizes profusely to the passengers concerned and all our consumers,” wrote Grab Indonesia.