How Not To Conduct Customer Service On Twitter, Brought To You By Uber's GM

Uber GM Josh Mohrer issues an apology after a hasty Twitter response to a frustrated NYC commuter.

Uber's New York general manager, Josh Mohrer, drew the ire of the Twitterati late Monday night with a textbook example of how not to conduct customer service in a public forum.

To wit: Erin McCann, a news editor at the Guardian, hailed a green Boro Taxi in Brooklyn. Soon after stepping in, she claimed she was kicked out by the cabby, who said he was moonlighting for Uber and presumably had another customer to pick up. McCann was, understandably, not pleased, and she took to Twitter to express her frustration:

The story should have ended there. People fire complaints into the Twitter ether all the time. But then, Mohrer jumped into the conversation. Somewhere along the way, he tweeted this in an attempt to defend a would-be Uber employee looking to make some extra cash:

The Internet piled on. The term "victim baiting" was thrown around (you can read what they have to say in the above linked exchanges). To his credit, Mohrer did issue a mea culpa of sorts:

The controversy comes at a turbulent time for Uber: The company recently faced backlash over its surge pricing, and questions about its insurance policies following a deadly car accident. Uber drivers have also faced criticism for inappropriate conduct with customers. Mohrer's response is a reminder that, if you are a representative for potentially world-changing company with a something of a reputation for PR gaffes, Twitter's microscope is a very, very easy place to publicly screw yourself.

[Image: Flickr user goetzihh]

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5 Comments

  • Uber and it's personnel AREN'T UberMENSCH, they ARE UberGOONS! I am a Chicago cabbie and I do UberTaxi. Uber doesn't give one iota about its riders OR drivers. ALL that they care about is stemming BAD publicity when it's about to hit em square in the face. Have A Peek Inside the UberWONDERFUL World http://on.fb.me/1jzrfem

  • Uber and it's personnel AREN'T UberMENSCH, they ARE UberGOONS! I am a Chicago cabbie and I do UberTaxi. Uber doesn't care one iota about its riders OR drivers. ALL that they care about is BAD publicity. Have A Peek Inside the Uber and it's personnel AREN'T UberMENSCH, they ARE UberGOONS! I am a Chicago cabbie and I do UberTaxi. Uber spent give one iota about its riders OR drivers. ALL that they care about is stemming BAD publicity when it hits them square in the face. Have A Peek Inside the UberWONDERFUL World http://on.fb.me/1jzrfemUberWONDERFUL World http://on.fb.me/1jzrfem

  • Uber and it's personnel AREN'T UberMENSCH, they ARE UberGOONS! I am a Chicago cabbie and I do UberTaxi. Uber spent give one iota about its riders OR drivers. ALL that they care about is BAD publicity. Have A Peek Inside the UberWONDERFUL World http://on.fb.me/1jzrfem

  • And I think Erin was a RUDE B*TCH to use the "f" word on Twitter or anywhere else for that matter. That's what's wrong with society in general nowadays - people use filthy language and think it shows how mature they are - in fact, it shows how vulgar and IMMATURE you are!! Clean up your language and act like a lady if you want to be treated like one!!!!!!!!

  • and you calling her a RUDE B*TCH furthers your classy angle how?

    What's wrong with society is all of the word-policing/mothering that people feel they need to do. The tweet doesn't indicate she said it to the cabbie directly, she was venting her frustration publicly.

    This had nothing to do with her being treated like a lady, it had to do with a licensed NYC cabbie moonlighting and the ridiculous response from the company he was moonlighting with, defending the behavior.