Section 2: Responding to Emails

Email #1

Dear long-time Uber user,

I’m sorry to hear about this. We aim for a 5-star experience on every trip. Our top priority is our riders’ safety. Tulio’s behavior is unacceptable. I will pass along your feedback to our Operations team. Please let me know if you would like me to include any other feedback.

Please accept a full refund of your trip and take advantage of the attached promotion code for your next ride.

 Happy Friday,

Carlos Martin del Campo

Uber DC | Marketing Manager

Email #2

Dear Uber Rider,

Thank you for bringing your experience to our attention. Uber strives to provide a carefree, punctual, and most importantly safe experience. I’m sorry to learn we failed you this time.

I will pass along your feedback to our Operations team who will take the necessary steps to assure we deliver the Uber experience.

Please accept a full refund of your trip. Use the attached promotion codes and your next three rides are on us. We hope you give us an opportunity to wow you.

 All the best,

Carlos Martin del Campo

Uber DC | Marketing Manager

Email #3

Dear John Sweazey,

Thanks for getting in touch! I checked your receipt and saw that you took an UberBLACK. The minimum fare for an UberBlack is $15.00 regardless of the distance traveled which explains the cost of your trip. Please check out our rates here. I encourage you to use UberX for shorter distances. Also, you can get an estimated fare before requesting an Uber by setting the pickup and drop off locations and clicking on the “Fare Quote” button.

Thanks for spreading the Uber love! As a token of our appreciation, I have refunded your trip and credited your account with $15. Let me know if you have any questions.

Have a great day!

Carlos Martin del Campo

Uber DC | Marketing Manager