Creative Exercise, Community Support

Representative
I. Support Examples
Keeping riders and drivers happy is a huge part of the job. Lets see how
you'd reply to some tough emails we've seen, listed below. You can take
liberties with refunds as you see fit. At our Company, we use a casual
and fun tone, but remain professional. (Please write your answers in
another color to distinguish).
1 . .
10 .
.
(answer in Arabic)
2. We got into an accident yesterday and my driver didnt want to let
me out of the car. When I tried to leave, he put the child locks on. I
had to stay in the car for the next few minutes and the entire
situation was quite uncomfortable. Can you please let me know why
the driver acted this way? (answer in English)

II. Response Order

In what order would you respond to the following tickets, and why?
A. My flight is leaving at 5.30am tomorrow morning. Will you have cars
available at that time? What is the estimated fare from the Hilton Hotel
to the Cracow airport?
B. I might have left my gloves in the car I took last night. Do you know if
the driver found anything?
C. ETA for my ride was 4 minutes, but I waited for 15 minutes and no one
showed up. Still, I was charged a 5 EUR cancellation fee- I dont think
its fair.
D. My driver and I had an accident- it wasnt his fault, but the car looks quite
dented.

E. $300 WAS JUST CHARGED TO MY ACCOUNT- HOW DID THIS

HAPPEN?! I EXPECT AN IMMEDIATE REFUND!!!
Order: 1.____ 2.____ 3.____ 4.____ 5.____
Reason:

III. Troubleshooting
Based on the following scenarios, what might be causing the issue that
the user is experiencing? How would you resolve the problem or what
additional information would you need?
1. I have to expense my trips at work, but cant find any receipts from the rides
I took.
2. How can I order a car from the SAP Center? I cant seem to find this option
in my app.
3. I am trying to re-log in into my app and dont remember the password. I
wanted to reset it but Im getting the information that my email address cant
be found.

IV. Problem Solving

How would you handle the following situations?
1. A customer would like to register all his friends using the same phone
number, so that they can all use the app without creating extra accounts. How
would you respond to this request?
2. You are working on a very urgent query when the system goes down. What
would you do?
3. You start getting a very high number of emails informing you of a risk of a
credit card fraud. There is a chance that fake rides are being charged to
customers account. How would you react?
4. You receive a question that you dont know the answer to. What steps
would you take to find the solution to the problem and help the customer?